Aftersales Services Manager

Job Overview

VinFast is seeking an experienced and strategic Head of After-Sales Service for the Vietnam market to lead, manage, and continuously improve the after-sales service network nationwide. This role is responsible for ensuring excellent customer service quality, operational compliance, and performance of authorized service workshops and distributors in alignment with VinFast standards.

Key Responsibilities

• Lead and manage all after-sales service operations in the Vietnam market, including service strategy, policies, processes, and performance management.

• Develop and implement after-sales service standards to ensure consistent, high-quality customer experience across all service points.

• Conduct post-audit inspections and quality assessments of service workshops and distributors to ensure full compliance with VinFast processes, regulations, and service standards.

• Based on assessment results, develop and implement improvement and corrective action plans to address weaknesses, enhance service capability, and elevate overall service quality.

• Monitor service KPIs, customer satisfaction (CSI), warranty performance, and technical service efficiency; drive continuous improvement initiatives.

• Coordinate closely with Technical, Quality, Training, Parts, and Sales departments to resolve service issues and improve operational effectiveness.

• Manage dealer/service network development, including capacity planning, performance evaluation, and capability enhancement.

• Lead, coach, and develop the after-sales service team to achieve business objectives and maintain high professional standards.

• Act as the key contact point for escalated customer service issues and ensure timely, effective resolution.

• Prepare reports and provide insights to senior management on after-sales performance, risks, and improvement opportunities.

Requirements

Qualifications & Experience

• Bachelor’s degree or higher in Engineering, Automotive Technology, Business Administration, or related fields.

• Minimum 8–10 years of experience in after-sales service or automotive service operations, with at least 3–5 years in a senior management role .

• Strong knowledge of automotive service operations, warranty management, dealer/service network management, and quality control.

• Proven experience in service audits, performance evaluation, and continuous improvement implementation.

• Excellent leadership, communication, and stakeholder management skills.

• Strong analytical and problem-solving capabilities.

• Fluency in English and Vietnamese is required.

• Vietnamese nationality required.

Benefits

Why Join VinFast

• Opportunity to lead after-sales operations for a pioneering global EV brand.

• Dynamic, fast-growing environment with strong support for innovation and transformation.

• Competitive compensation and career development opportunities.