Aftersales Technical Service Manager

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Technical Service Management
Lead and manage after-sales technical service activities for VinFast electric vehicles.
Provide technical guidance and support to authorized dealers, service centers, and field service teams.
Manage the diagnosis, investigation, and resolution of complex vehicle technical issues, including recurring failures and critical field cases.
Develop and implement technical service procedures, diagnostic guidelines, repair instructions, and troubleshooting standards.
Ensure technical service activities comply with company policies, quality standards, and applicable automotive safety requirements.
EV Technical Support and Problem Resolution
Oversee technical troubleshooting and issue resolution related to high-voltage battery systems, electric drive systems, power electronics, charging systems, thermal management, vehicle electronics, and software-related issues.
Coordinate root cause analysis (RCA) and corrective/preventive action plans for technical problems identified in the field.
Work with R&D, Engineering, Quality, and Manufacturing teams to address product issues and improve vehicle reliability.
Support technical campaigns, service bulletins, software updates, and field quality improvement initiatives.
Escalate critical safety-related issues and coordinate timely containment and resolution measures.
Service Network Development
Develop and maintain technical support standards, service processes, and operational guidelines for the service network.
Assess the technical capability of service centers and identify areas for improvement.
Organize and deliver technical training programs for service advisors, technicians, workshop supervisors, and technical specialists.
Develop technical documentation, knowledge-sharing materials, and troubleshooting databases to improve first-time fix rates.
Support the implementation of new diagnostic tools, EV repair technologies, and service solutions.
Warranty and Quality Improvement
Collaborate with Warranty and Quality teams to analyze warranty claims, failure trends, repair costs, and recurring technical issues.
Monitor field quality performance and recommend actions to reduce repeat repairs and unnecessary warranty expenses.
Ensure technical investigations are properly documented and corrective actions are implemented effectively.
Contribute to continuous improvement initiatives to enhance vehicle reliability, service efficiency, and customer experience.
Performance Management and Reporting
Define and monitor technical service KPIs, including first-time fix rate, repeat repair rate, technical case resolution time, warranty-related indicators, and customer satisfaction.
Analyze technical service data and prepare regular performance reports for senior management.
Lead technical service projects and improvement initiatives to achieve business objectives.
Manage team performance, resource allocation, and capability development to ensure effective technical support operations.
Cross-Functional Collaboration
Act as the key technical interface between the after-sales organization and internal technical departments.
Coordinate with regional and international teams, where applicable, to exchange technical knowledge and implement global best practices.
Provide technical feedback from the field to support product development, design improvement, and future vehicle launches.