Aftersales Service Manager (North America/Europe/Middle East Market)
VinFast · Hanoi, Vietnam ·
- Category
- Management
- Experience
- 5+ years
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Overview:
The Aftersales Service Manager is responsible for leading and managing aftersales service operations across assigned overseas markets (North America / Europe / Middle East), ensuring service excellence, delivering a superior customer experience, and aligning with global aftersales strategies.
Job responsibilities:
1. Aftersales Service Operations Management:
- Plan, implement, and control aftersales service activities across international markets, including Mobile Service (MBS), Mobile Body & Paint (MBC), Valet Service, and other service models.
- Identify, evaluate, and develop partnerships with external service providers; negotiate and establish collaborations, particularly for paid service operations in regions such as North America and Europe.
- Monitor and manage the execution of defect rectification programs and recall campaigns across markets.
2. Customer Experience & Complaint Management:
- Oversee the end-to-end handling of aftersales complaints: intake, assignment, tracking, and resolution.
- Support resolution of complex or escalated aftersales cases beyond Customer Call Center capabilities.
- Review and evaluate goodwill support proposals from local markets, ensuring consistency, fairness, and effectiveness in customer handling.
- Collaborate with Customer Call Center teams to design and implement customer experience improvement initiatives and campaigns.
Requirements
- Bachelor’s degree or higher in Automotive, Engineering, Business Administration, or related fields.
- Minimum 5 years of experience in automotive manufacturing or aftersales service operations.
- Experience working with or supporting overseas markets (North America, Europe, or Middle East) is highly preferred.
- Strong knowledge of aftersales operations, recall management, and customer experience.
- Strong end-to-end project management skills, with the ability to plan, execute, monitor, and deliver projects effectively across cross-functional teams.
- Proven ability in stakeholder management, negotiation, and problem-solving.
- Fluent in English; additional languages are an advantage.
- Willingness to travel frequently for business trips across assigned overseas markets.
We appreciate your interest in this opportunity. Given the high volume of applications, we will only be able to contact shortlisted candidates. We value your understanding and patience in this process. Thank you for your interest and cooperation.