Role Summary:
We are seeking an experienced and driven professional to lead and build the national after-sales service system from the ground up. This role will be pivotal in establishing service standards, setting up service networks, driving customer satisfaction, and collaborating with cross-functional teams for continuous product and service improvement.
Key Responsibilities:
1. Develop and operate the after-sales service system
- Design and implement the end-to-end process for receiving, handling, and resolving customer complaints and technical support requests.
- Establish technical service centers or partner with authorized warranty stations nationwide.
2. Organize repair and maintenance operations
- Develop systems for routine maintenance, incident handling, and warranty services.
- Supervise repair timelines, quality, and cost management.
- Build and manage spare parts warehouses at strategic service hubs.
3. Manage technical and after-sales personnel
- Build and lead an initial team of 15–20 technicians and service professionals.
- Oversee recruitment, training, skill development, and performance evaluations.
4. Customer relationship management
- Design and roll out after-sales service policies such as extended warranties, maintenance packages, and technical support programs.
- Manage the CRM system to track service interactions, gather feedback, and prepare service performance reports.
- Organize customer engagement activities, including training sessions and appreciation events.
5. Collaborate with Production and Technical departments
- Provide regular feedback from field operations to support product improvement and quality control.
- Recommend design or component changes to enhance product durability and reduce service costs.
6. Manage after-sales service budgets
- Define service cost benchmarks and establish profitability metrics.
- Track revenue streams from maintenance services, spare parts, and value-added offerings.
Required Qualifications:
- Bachelor’s degree in Automotive Engineering, Mechanical Engineering, Electrical–Electronics, or a related technical field.
- Minimum 5 years of experience in after-sales service management within the automotive or specialty vehicle industry.
- Proven track record in building and operating a professional after-sales service system.
- Strong customer handling, problem-solving, and complaint resolution capabilities.
- Experience managing authorized warranty networks or designing warranty systems is a strong advantage.
- Demonstrated leadership and team development skills.
- Proficient in English (verbal and written).
Candidate Profile:
- Proactive, resilient, and able to work independently with minimal supervision.
- Strong cross-functional collaboration and system-building mindset.
- Comfortable managing customer expectations and leading organizational change.
Reporting to: CEO
Working Time: Monday – Friday (8:00 AM – 5:00 PM); Saturday (8:00 AM – 12:00 PM) – 2 Saturdays/month
Salary negotiable + 13th month salary + other bonuses and allowances
Start Date: ASAP
Interview Rounds: 1 round with Chairman
HOW TO APPLY: Please send your CV to the consultant in charge:
Mr. Minh Nguyen
Email: minh.nguyen@ev-search.com
All applications will be considered without regard to race, color, religion, sex (inclusing pregnancy and fender identity), national origion, political affiliation, sexual orientation, mariatal status, disability, genetic information, age, membership in an employee organization, parental status, military service or other nonmerit factor
