Overall purpose of the jobs: Responsible for after-sales service activities of dealers to ensure customer satisfaction. Establish service operational processes to ensure consistent quality, optimize performance, profitability, and risk management; advise on service operational strategies to achieve service KPI targets for VSC and dealers.
MAIN DUTIES
1. After Sales Service Operation Management
Oversee all after-sales service activities for automobiles and motorcycles. Monitor dealer service KPIs.
Ensure efficient and high-quality service delivery in line with company objectives.
Implement the DMS (Dealer Management System) across the entire dealer network, collect feedback, make improvements, and guide dealers in its implementation.
2. Customer Service & Complaint Handling
Receive and respond promptly and effectively to customer inquiries and complaints.
Ensure the provision of high-quality repair and maintenance services and enhance customer satisfaction and service retention.
3. Human resource management
4. After-Sales Support
Provide guidance and support to dealers to resolve problems.
Ensure timely and effective solutions are provided.
Identify and evaluate new dealer candidates.
5. Market Information and Quality Feedback
6. Interdepartmental Collaboration
7. Compliance and Risk Management
Ensure compliance with relevant laws, regulations, and internal policies.
Monitor risks and proactively implement corrective actions.
8. Performance Evaluation and Improvement
Regularly evaluate dealer's performance.
Implement kaizen to improve productivity and quality, increase customer satisfaction, and retain customers.
9. Other duties
=> Report to: Manager
QUALIFICATION REQUIREMENTS:
Education: College or university degree in Automotive Engineering, Automotive Technology, Mechanical Engineering, or other related technical majors.
Work Experience: At least 3-5 years of experience in after-sales service, automotive technical operations, or service quality management/ customer care at automotive dealerships. Candidates with experience in technician training or technical support for dealer networks are preferred.
Professional Knowledge: Strong understanding of automotive repair, maintenance processes; knowledge of body & paint operations, technical complaint resolution, and service quality standards. Able to develop procedures, technical standards, and guidance documents.
Technical Competencies: Ability to assess training needs, plan and deliver technical training. Strong skills in fault analysis, technical problem-solving, technician capability assessment, and recommending productivity/quality improvements.
Soft Skills: Good communication, presentation, and coaching skills; ability to coordinate effectively with dealers and relevant departments. Strong problem-handling, customer complaint resolution, and teamwork capabilities.
Language: Ability to read and understand technical documents in English; good English communication skills are an advantage.
Computer Skills: Proficient in Microsoft Office (Word, Excel, PowerPoint); candidates with the ability to prepare reports, summarize data, and develop training materials are preferred.
OTHER INFORMATION:
- Working place: Suzuki World, 2 Pho Quang St., Tan Son Hoa Ward, HCM
- Working time: 7:30 - 17:30, from Monday to Friday
BENEFITS:
- Salary Review and Bonus
- PVI Healthcare Package
- Company events: Family Day, Company Trip, Year-End Party, Sales Achievement Party
- Flexible working hours; Vehicle purchase with discounts
- Subsidy for learning driving licenses and foreign language classes