Manager - Product Support

Dealer Service Manpower Capability Improvement

1. Technical Manpower (Tech, ETEK, CoTEK)

   • Skill matrix to be mapped using a digitised questionnaire or template
   • Identify current skill level and gaps

2. pMILE Utilisation

   • Dealership manpower training for L0, L1, and L2
   • Applicable for IO countries

Current Product Support

• Product support including warranty rejection coordination with:

  • Field teams
  • PRC
  • PVT

• Emerging Concerns (First 5 Failures)

  • Raised with PVT
  • Closure through ICA / PCA within defined timelines

• Applicable Scenarios:

  • Walk Home Failure
  • New Launch Product concerns
  • Critical low mileage concerns (less than 5000 km)

• Concern Classification:

  1. Non-design related concerns
  2. Design-related concerns

Battery Management / Maintenance Program

1. System to record and publish monthly battery capacity (AH) at:

   • 30K service
   • 60K service
   • 90K service
   • Above 90K service

2. Battery degradation graph or chart for specific battery capacity

3. Reduced battery capacity setting provision:

   • Through BMS software/system
   • Using NEMO analyser
   • Corresponding update on SOC and DTE in cluster

4. Weak cell detection tool:

   • Predict or identify early failures
   • Enable replacement to avoid repeat visits

5. Service software capability:

   • Restore or retrieve deep-discharged cells
   • Handle storage-related issues

New Product Support

1. ICG formation

   • Performance feedback
   • Issue closure through PVT / CFT for 3 months

2. SAP / DMS readiness for new product launch

3. CUFT support for:

   • New products
   • Software
   • New components

Product Perspective

1. EN Change Management

   • Pre-ECN activities
   • Serviceability
   • Interchangeability
   • Capturing CC comments
   • TSB release

2. Revisit reduction

   • Tracking and reduction of repeat complaints

3. Service action closure