Aftersales Manager (Team Leader)

Description
Our client is a joint venture company dedicated to accelerating Vietnam's energy transition by investing in an end-to-end electric two-wheeler (E2W) mobility solution. They aim to deliver a seamless consumer experience powered by an integrated digital ecosystem.
Role Overview The Aftersales Manager is accountable for all after-sales outcomes and the parts P&L: the certified service network, parts configuration and supply, warranty and claims, recall execution and the quality loop with the OEM.
The role leads a technical team of Vehicle Engineers, a Field Service & Training Specialist and a Warranty & Parts Specialist, and sets the service levels under which the shared Operations desk administers claims, parts orders and registers.
The ideal candidate has run after-sales and parts for a two-wheeler, automotive or EV distributor across a dealer network, has handled warranty with an OEM end to end, and can turn operating rules into system-enforced controls.
1 - Service Network Capability & Certification
Own the capability gate for every service point: certified technicians, diagnostic accounts, tools, internet, initial parts kit.
Accept 2S workshop applications on capability; sign the workshop sub-gate for 3S points; name the service partner for sales-only points.
Run the annual and triggered point audit programme; suspend and reinstate capabilities; raise and clear the service flag.
Execute the after-sales unwind on dealer termination: capability freeze, open work orders, open claims, parts buy-back at the company's option.
2 - Parts Configuration, Price Book & Parts Business
Own the parts stock configuration by criticality class (levels per part number) and its quarterly review; the CFO signs the configuration and any purchase outside it.
Prepare the parts price book for Director approval and Finance countersign; approve parts order prices within the delegated limit.
Own parts selling and stock clearing: dead-stock list, clearance programmes, write-off requests.
Set VOR priority rules with Supply Chain; Supply Chain executes procurement, receipt and shipping.
3 - Warranty, Claims & Goodwill
Own the claim policy: point tiers (Probation, Steady, Flagged), thresholds, post-audit; approve claims above the adjudication threshold.
Issue the weekly payment report to points and the monthly OEM claim batch through the Service Admin; own the reconciliation outcome and the technical dispute decision.
Approve goodwill within the delegated limit; confirm parts and warranty debt-gate exception requests before the Director.
Assess repeat-fault cases with Legal and bring them to the Director and CEO.
4 - Recall, TSB & Quality Loop
Own every recall campaign: opening, regulator filing with Legal, stop-sale on unsold VINs, parts reservation, completion tracking and closure reporting.
Approve technical service bulletins written by the Vehicle Engineers; ensure acknowledgement across the network.
Send the monthly quality report to the OEM; drive parts-master corrections and configuration changes from field data.
Deliver per-point after-sales values to the dealer scorecard before the monthly lock; report the parts and service P&L to the Director.
5 - Vehicle Inbound, PDI, Internal Repairs & Dealer-stock Battery Care
Assign Vehicle Engineers to inbound checks and pre-dispatch PDI; decide RMA claims on inbound defects.
Decide repair on transit-damaged and returned units; approve internal repair cost within the delegated tier.
Schedule battery-care visits to dealer stock from the dispatch-date clock; enforce the consigned-stock recall rule on missed visits.
Own the demo and test-ride fleet technical condition and retirement proposals.
6 - Team, Service Levels & After-sales Systems
Lead and roster the Vehicle Engineers, the Field Service & Training Specialist and the Warranty & Parts Specialist across warehouse, field and desk duties.
Set and review the after-sales service levels (claim batch timing, payment report cycle, recall tracking, parts desk) delivered by the Service Admin under the Operations Manager.
Act as business owner for the after-sales modules of the DMS: work order, claims, parts orders, recall, certification; sign requirements and acceptance tests.
Maintain the after-sales operating process, forms and parameters; propose changes through the Director.
Qualification
8-12 years in after-sales service and spare parts for a two-wheeler, automotive or EV brand, including at least 3 years managing a dealer or workshop network in Vietnam
Proven end-to-end warranty ownership with an OEM: claim policy, adjudication tiers, batch submission, reconciliation, recovery
Parts planning and parts business experience: stock configuration by criticality, fill rate, dead stock, price book
Recall or field-campaign execution with regulator filing is an advantage
Technical background in vehicle or high-voltage systems; able to lead engineers and judge technical disputes
Hands-on experience with a dealer management system or service management system; able to write requirements and acceptance tests
Strong control mindset: separation of duties, delegated limits, audit trail
Good written and spoken English and Vietnamese
Personal Attributes
Accountable for outcomes and numbers
Technically credible with engineers and dealers
Disciplined in rules, thresholds and documentation
Calm under customer and dealer pressure
Builds from the ground up in a start-up environment