STANDARD PRACTICE

NATIONAL OCCUPATIONAL SKILL STANDARD (NOSS) FOR;

AUTOMOTIVE AFTER SALES EXECUTIVE
AUTOMOTIVE AFTER SALES MANAGER

LEVEL 4
LEVEL 5

1. INTRODUCTION
1.1 This NOSS document shows the structured career path of the Automotive - After Sales
sector. It provides structured set of activities that enables a person who aspires to achieve
competency in this particular occupation, ultimately enhancing him or her on a career in the
automotive industry. The NOSS was developed by Jabatan Pembangunan Kemahiran,
Kementerian Sumber Manusia with the industrial expert and subject matter expert and is
due to the current demand in automotive industry. The NOSS document shall be used as a
basis for training and assessment by training providers in Malaysia.
Standard Practice and Standard Content are part of NOSS document. This Job Titles being
developed are based on the Occupational Analysis done. This document only covered the
competency standard of Automotive After Sale Executive & Manager requirements that
are currently is the priority in automotive industry. The panel of experts concluded that this
job area required significant range of varied work activities, performed in a variety of
context. To produce skilled workers in this industry, the needs for structured training are
essential.
1.2 The rational for reviewing exercise is because of the rapid growth in the Automotive Sector
due to globalisation had resulted in various new technologies, applications and methods of
practices being applied in the automotive after sales industry nationwide. There are
19,016,782 registered vehicles in year 2010 (this information is based on a statistic
produced by the Road Transport Department). The change of technology, growth of car
population and demand for higher skill for maintenance and servicing, make future for
these Automotive After Sales expert is very bright and a pathway to a flourishing and
rewarding career offering them the opportunity of being technical expert. Therefore, there is
a need to review this existing NOSS in order to ensure that the labour market can fulfill the
requirements expected by the industry.
This NOSS document consists of job titles for Level 4 i.e After Sales Executive and Level 5
i.e After Sales Manager. The NOSS document can be used as a basis by training
providers to develop training curriculum in order to conduct training in line with the industry
needs as the NOSS is a document which specify the competencies expected of a skill
worker employed by the industries at the work place. With the current shortage of skilled
Automotive After-Sales Executive and Manager, the needs for structured training are
essential.

1.3 Occupational Profile for Automotive Personnel

Fig 1.1 Occupational Profile Chart for Automotive Personnel

PENYENGGARAA PENYENGGARA
N KENDERAAN
AN
BERGAS ASLI
PENYAMANAN
(NATURAL GAS
UDARA
VEHICLE
KENDERAAN
SERVICING)
(AUTOMOTIVE
AIRCONDITIONING
SERVICING)

SERVIS
TAYAR
(TYRE
SERVICE)

PENGETUK
PANEL
KENDERAA
N
(AUTOMOTI
VE PANEL
BEATER)

PENYENGGARAAN PENYENGGARA
KENDERAAN
AN
BERMOTOR
KENDERAAN
(MOTOR VEHICLE PERDAGANGAN
SERVICING)
(COMMERCIAL
VEHICLE
SERVICING)

L5

Pengurus Automotif
(Automotive After Sales Manager)

L4

Eksekutif Automotif
(Automotive After Sales Executive)

L3

L2

Pemasang Sistem
Gas Asli
Kenderaan
(Natural Gas for
Vehicle System
Installer)

Juruteknik
Penyamanan
Udara
Kenderaan
(Automotive airconditioning
Technician)

Juru
teknik Servis
Tayar
(Automotive
Tyre Service
Technician)

L1

Pengetuk
Kanan Panel
Kenderaan
( Senior
Automotive
Panel Beater)
Pengetuk
Panel
Kenderaan
(Automotive
Panel Beater)

Juruteknik
Kenderaan Motor 3
(Motor Vehicle
Technician 3)

Juruteknik
Kenderaan Motor 2
(Motor Vehicle
Technician 2)

Juruteknik
Kenderaan
Perdagangan 3
(Commercial
Vehicle
Technician 3)
Juruteknik
Kenderaan
Perdagangan 2
(Commercial
Vehicle
Technician 2)

Juruteknik Automotif 1
(Automotive Technician 1)

1.4 The pre-requisite for this programme is:

Motor Vehicle Technician 3 OR

Commercial Vehicle Technician 3 SKM Certificate AND
minimum Sijil Pelajaran Malaysia (SPM) or equivalent with 3 credits in any subjects;
pass Bahasa Malaysia & English; AND
minimum 3 years working experience

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2. OCCUPATIONAL DEFINITION
NOSS is defined as a specification of the competencies expected of a skilled worker who is
gainfully employed in Malaysia for an occupational area and level and a path to acquire the
competencies.
SKM LEVEL 1:
(Operational and Production Level) Competent in performing a range of varied work
activities most of which are routine and predictable.
SKM LEVEL 2:
(Operational and Production Level) Competent in performing a significant range of varied
work activities, performed in a variety of contexts. Some of the activities are non-routine
individual responsibility and autonomy.
SKM LEVEL 3:
(Supervisory Level) Competent in performing a broad range of varied work activities,
performed in a variety of contexts, most of which are complex and non-routine. There is
considerable responsibility and autonomy and control or guidance of others is often
required.
SKM LEVEL 4:
(Supervisory Level) Competent in performing a broad range of complex technical or
professional work activities performed in a wide variety of contexts and with a substantial
degree of personal responsibility for the work of others and allocation of resources is often
present.
SKM LEVEL 5:
(Managerial Level) Competent in applying a significant range of fundamental principles and
complex techniques across a wide and often unpredictable variety of contexts. Very
substantial personal autonomy and often significant and for the allocation of substantial
resources features strongly, as do personal accountabilities for analysis, diagnosis,
planning, execution and evaluation.
3. MALAYSIAN SKILL QUALIFICATIONS
Candidates after being assessed and verified and fulfilled Malaysian Skill Certification
requirements shall be awarded with Diploma Kemahiran Malaysia and Diploma Lanjutan
Kemahiran Malaysia Level 4 and 5 respectively.
4. INDUSTRIAL / PROFESSIONAL RECOGNITION
A professional recognition for this particular job title is given by the industry itself. But at this
moment, there is no standard referring to professional qualification given to this particular
job title.

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5. NATURE OF WORK
5.1 Automotive After Sales Executive is a person who is designated to support in
managing the automotive after sales operation in particular he/she is responsible both front
line and workshop operation. He/she is knowledgeable and competent in performing
complex technical and professional work activities and responsibility for the work of others
and allocation of resources.
In particular he / she is responsible in the following jobs:
i.
ii.
iii.
iv.
v.
vi.
vii.
viii.
ix.
x.
xi.
xii.
xiii.
xiv.
xv.
xvi.
xvii.
xviii.
xix.
xx.
xxi.
xxii.
xxiii.
xxiv.
xxv.
xxvi.
xxvii.
xxviii.

Ensure compliance of fire safety department requirements

Ensure compliance of machinery department requirements
Ensure compliance of department of environment (doe) requirements
Ensure compliance of company rules and regulations
Ensure compliance of road transport ordinance
Ensure compliance of local council requirements
Ensure compliance of occupational safety and health act. (OSHA)
requirements
Plan manpower requirements
Conduct training needs analysis
Organise professional development programme
Maintain workplace harmonised working environment
Organise department meeting
Implement business strategy and business plan
Ensure achievement of key result area (KRA)
Plan work place layout
Organise departmental facilities and equipment
Plan preventive departmental facilities and equipment maintenance
schedule
Conduct market survey
Develop marketing materials specification
Carry out marketing materials procurement
Develop marketing strategies plan
Implement work flow process
Carry out customer satisfaction activities
Conduct technical issues analysis
Conduct technical/ recall campaign
Carry out parts and fluid stock check
Carry out spare parts procurement
Carry out tools and equipment procurement

5.2 Automotive After Sales Manager is a person who is designated to manage the
automotive after sales operation and responsible for the achievement of the companys goal
in after sales business. He/she must be competent in applying a significant range of
fundamental principles and management skill (business process, finance, human resources,
customer satisfaction, etc.) for personal accountabilities for planning to achieve daily targets
and goals, ensuring execution and enforcement of after sales deliverables, checking
deliverables are in line with companys goals, impose action and countermeasures in
accordance to companys Standard Operating Procedure (SOP)

iv

In particular he / she is responsible in the following jobs:

i.
ii.
iii.
iv.
v.
vi.
vii.
viii.
ix.
x.
xi.
xii.
xiii.
xiv.
xv.
xvi.
xvii.
xviii.
xix.
xx.
xxi.
xxii.
xxiii.

Enforce compliance of company rules and regulations

Enforce compliance of statutory and regulatory body requirements
Plan subordinate professional development
Conduct subordinate performance appraisal
Conduct management meeting
Develop business strategy and business plan
Plan departmental budget
Develop departmental goal
Ensure achievement of key performance indicator (KPI)
Monitor departmental facilities and equipment maintenance activities
Ensure departmental facilities and equipment maintenance activities
Ensure marketing strategies implementation
Evaluate marketing strategies effectiveness
Plan marketing strategies improvement
Establish company branding image
Enforce quality control activities
Develop after sales activities documentation
Ensure compliance of customer satisfaction
Conduct quality audit
Ensure enforcement of quality control activities
Provide technical expertise and consultation
Verify tools and equipment inventory
Verify inventories procurement

6. WORKING CONDITION
Generally they work in a designated customer service environment. They are expected to
work out of the normal working hour, may also be needed to attend after sales conferences
locally and internationally. In doing so they must be prepared with technical and managerial
expertise in this profession within the company, nationally and internationally. He/she should
be able to converse and communicate with the related different levels (within and external to
the organisation) effectively.
7. EMPLOYMENT PROSPECT
The employment prospect within Malaysian industry is very promising and challenging due
to the emergence of various automobile companies, advancement in technologies and
customer sensitivity towards after sales customer service quality. There is also infrastructure
support from the government and financial loaning bodies which lead to increase of car
sales and usage (commercial and passenger). Employment prospect is not only confined to
the domestic market, but also already existent within the global market.

8. JOB OUTLOOK
Employment growth for the professionals due to the requirement in the industry is promising.
In view of the political stability and economic growth the demand for these experts will be
tremendous and also to overcome the current shortages. There are many factors which
influence the growth of this industry such as rapid technological changes, global job trend
etc. There is prospect for this skilled worker to be 'exported' to other developing countries.
9. TRAINING, OTHER QUALIFICATIONS AND ADVANCEMENT
Currently After Sales Executive and Manager professionals are trained internally within the
company with the objective to prepare and develop such professional to fulfill the future
needs. This organisation also offers to the public to participate in this programme with the
company qualification requirement.
10. RELATED OCCUPATIONS

Automotive Executive and Manager

Heavy commercial Executive and Manager
Earth moving equipment Executive and Manager
Motorcycle Executive and Manager

11. RELATED INDUSTRIES

Training
Automotive component manufacturers
Insurance industry
Transport industry
Body and paint workshop
SME automotive industry

12. SOURCES OF ADDITIONAL INFORMATION

Jabatan Pembangunan Kemahiran (JPK)

(Department of Skills Standard)
Kementerian Sumber Manusia, Malaysia
Aras 7-8, Block D4, Kompleks D,
Pusat Pentadbiran Kerajaan Persekutuan,
Putrajaya.
Tel: 03-888865000 Fax: 03-88892423 Email: jpk@mohr.gov.my

Automotive Association Malaysia (AAM)

225 Block 4, No 7 Persiaran Sukan
Laman Seri Business Park
Section 13, 40100 Shah Alam

vi

Selangor Darul Ehsan

Tel
: 03-5511 1932 (General Line)
Fax
: 03-5511 2519
E-mail
: mru@aam.org.my

Federation Malaysian Manufacturer (FMM)

Wisma FMM, No 3 Persiaran Dagang
PJU 9, Bandar Sri Damansara
52200 Kuala Lumpur.
Tel
Fax
Email

: 03-62867200
: 03-62741266/7288
: webmaster@fmm.org.my

Federation Of Automotive Workshop Owner Association Malaysia(FAWOAM)

No. 8-2, Jalan 2/46A,
2nd Floor, Taman Niaga Waris,
Off Jalan Kuching,
51200 Kuala Lumpur.
Tel : 03-6257 7688
Fax
: 03-6250 4288

Malaysian Automotive Component Parts Manufacturers (MACPMA)

Wisma FMM
No. 3, Persiaran Dagang
PJU 9, Bandar Sri Damansara
52200 Kuala Lumpur, MALAYSIA
Tel
Fax
E-mail

Persatuan Insuran Am Malaysia (PIAM)

3rd Floor, Wisma PIAM,
150, Jalan Tun Sambanthan,
50470, Kuala Lumpur.
P.O. Box 12555,
50782 Kuala Lumpur
Tel
Fax
Email

: 603-6276 1211
: 603-6277 6714
: macpma@fmm.org.my

: 03-2274 7399
: 03-2274 5910
: piam_sec@piam.org.my

Kelab Vendor Perodua (KVP)

vii

Persatuan Pembekal Proton (PPP)

Perusahaan Otomobil Nasional,
Psr Kuala Selangor,
Kawasan Hicom Seksyen 26,
40000 Shah Alam,
Selangor.
Tel: 03-5192 6640

Motorsports Association of Malaysia (MAM)

1st Floor, North Building
Welcome Centre
Sepang International Circuit
Jalan Pekeliling, 64000 KLIA
Selangor, Malaysia
Tel : 03-87871849
Fax: 03-87871851
E-mail:
licence@mam.org.my
permit@mam.org.my
events@mam.org.my

etc

13. VALIDATION AND PROOFREAD

13.1 Lingual Check. This Standard has been checked by the qualified proof-reader by the
named as follow;
Name (IC No.)
Qualification

: Abu Musa Bin Mohamad Isa (770723-01-6067)

: Bachelor of Human Sciences (English Language & Literature)

13.2 This Standard has been circulated to the respective industry for two weeks for
validation and feedback. The list of company that has been circulated the draft of
standard are as follow;
i.
ii.
iii.

viii

13.3 This Standard has been checked by the Standard Technical Evaluation Committee
(STEC), DSD and validated by the members of Skills Development Advisory
Committee (SDAC) on . The SDAC members as listed bellow
have consensus agreed to this standard.
i.
ii.
iii.
14. ENDORSEMENT
National Skills Development Board (MPKK), Ministry of Human Resources has agreed and
endorsed this Standard on ..
15. NOTE OF APPRECIATION
The Director General of DSD would like to extend his gratitude and thankfulness to the
organisations and individuals who has involved in developing this standard.

ix

COMMITTEE MEMBERS FOR JOB ANALYSIS SESSION

AUTOMOTIVE-AFTER SALE EXECUTIVE
AUTOMOTIVE-AFTER SALE MANAGER

- LEVEL 4
- LEVEL 5

PANEL
1.

En. Chong Toong Shing

2.

En. Cheah Wing Yew

3.

En. Hung Yew Kim

4.

En. Moin bin Haji Hussien

5.

En. Leong Cheng Chow

En. Periasamy
6.
7. Tn. Hj. Mohamad Rusli bin Ali
8. En. Nor Azam bin Haji Kamisan

Managing Director
MASC Tech (M) Sdn Bhd
Advisor
BERMAZ Motor Trading Sdn. Bhd.
Senior Executive
Proton Holdings Berhad
Managing Director
Precious Galaxy Sdn. Bhd.
Head of Warranty/Services
Industri Otomobil Arus Pelangi Sdn. Bhd.
Consultant
Emas Link Trading
Consultant
Creative Technology Resources
Consultant
AMK IKKYU Corp Sdn. Bhd.

FACILITATOR

1.

Pn. Hjh. Khadijah Binti Mohd Noor

Bahagian NOSS
Jabatan Pembangunan Kemahiran

PROGRAM MANAGER

1.

En. Mohd Faisal Bin Ahmad

Bahagian NOSS
Jabatan Pembangunan Kemahiran

SECRETARIATE

1.

En. Jefrizain Bin Abdul Rashid

Bahagian NOSS
Jabatan Pembangunan Kemahiran

COMMITTEE MEMBERS FOR TASK ANALYSIS SESSION

AUTOMOTIVE-AFTER SALE EXECUTIVE
AUTOMOTIVE-AFTER SALE MANAGER

- LEVEL 4
- LEVEL 5

PANEL
1.

En. Chong Toong Shing

2.

En. Cheah Wing Yew

3.

En. Hung Yew Kim

4.

En. Husin bin Mohd Din

5.
6.
7.

Managing Director
MASC Tech (M) Sdn Bhd
Advisor After Sales
BERMAZ Trading Sdn. Bhd.
Manager
Proton Berhad
Manager
AMK Ikkyu Corporation Sdn Bhd

En. Leong Cheng Chow

Industri Otomobil Arus Pelangi Sdn. Bhd.

En. Periasamy

Emas Link Trading

En. Mohamad Rusli bin Ali

Creative Technology Resources

FACILITATOR

1.

Pn. Hjh. Khadijah Binti Mohd Noor

Bahagian NOSS
Jabatan Pembangunan Kemahiran

PROGRAM MANAGER

1.

En. Mohd Faisal Bin Ahmad

Bahagian NOSS
Jabatan Pembangunan Kemahiran

SECRETARIATE

1.

En. Jefrizain Bin Abdul Rashid

Bahagian NOSS
Jabatan Pembangunan Kemahiran

xi

COMMITTEE MEMBERS FOR VALIDATION & PROOFREADING SESSION

AUTOMOTIVE-AFTER SALE EXECUTIVE
AUTOMOTIVE-AFTER SALE MANAGER

- LEVEL 4
- LEVEL 5

PANEL
Managing Director
MASC Tech (M) Sdn Bhd
Managing Director
Precious Galaxy Sdn. Bhd.

1.

En. Chong Toong Shing

2.

En. Moin bin Haji Hussien

3.

En. Leong Cheng Chow

Industri Otomobil Arus Pelangi Sdn. Bhd.

En. Zakri bin Ibrahim

Proton Holdings Berhad

En. Periasamy

Emas Link Trading

En. Muhidzir Bin Ali

Long G Auto Services Sdn. Bhd.

7.

En. Azman Bin Mohamed

NAZA Automotive Manufacturing

8.

En. Sharuddin Abdullah

NAZA Kia Academy

9.

En. Azizi Bin Othman

Proton Holdings Berhad

10.

En. Noor Baidrulnizar Bin Abu

Bakar

Green Oranges Engineering Sdn. Bhd.

4.
5.
6.

FACILITATOR

1.

Pn. Hjh. Khadijah Binti Mohd Noor

Bahagian NOSS
Jabatan Pembangunan Kemahiran

PROGRAM MANAGER

1.

En. Mohd Faisal Bin Ahmad

Bahagian NOSS
Jabatan Pembangunan Kemahiran

SECRETARIATE

1.

En. Jefrizain Bin Abdul Rashid

Bahagian NOSS
Jabatan Pembangunan Kemahiran

xii