JOB DESCRIPTIONS
1. After-Sales Business Management & Development
Strategy & Planning
- Develop nationwide after-sales service business strategies, operating plans, and budgets on a monthly, quarterly, and annual basis for approval by the General Director.
- Take responsibility for achieving assigned targets related to service revenue and profit, vehicle throughput, average revenue per repair order, and workshop operating efficiency.
Programs & Policies
- Develop and implement customer care programs, maintenance packages, and service promotion programs.
- Collaborate with Sales, Marketing, and Parts teams to implement cross-functional programs that encourage new vehicle customers to enter the service cycle and increase customer return rates.
- Propose incentive mechanisms for the service team in accordance with Company policies and approval authority.
Business Opportunities & Partnerships
- Identify and develop revenue growth opportunities, including value-added services, body & paint repair, and accident vehicle repair.
- Lead negotiations and maintain business relationships with insurance companies, workshop equipment suppliers, and service contractors within the assigned scope.
Analysis & Improvement
- Analyze business performance, costs, productivity, resource utilization, and profitability of each workshop.
- Identify the root causes of performance gaps and proactively propose and implement approved improvement initiatives.
2. Service Operations, Quality, Technical Support & Warranty Management
Workshop Operations
- Direct, manage, and supervise the operations of service workshops in District 7, Go Vap, and Hanoi.
- Ensure achievement of business targets, improve operational efficiency, comply with Subaru service standards and procedures, and maintain consistent service quality across all locations.
Processes & Quality
- Develop, establish within the authorized scope, and continuously improve standard operating procedures.
- Optimize workshop capacity, productivity, efficiency, and technician utilization.
- Control repair turnaround time, on-time vehicle delivery rate, first-time fix rate, and repair comeback rate.
Warranty Management
- Manage the receipt, assessment, processing, and settlement of warranty claims with Subaru Headquarters.
- Ensure warranty documentation is complete, accurate, valid, and submitted on time.
- Improve the approval rate of valid warranty claims and control warranty costs in accordance with Subaru and Company policies.
Technical Support
- Serve as the Company’s focal point for investigating, analyzing, resolving, and reporting complex technical issues, recurring technical failures, and product quality issues arising in the market.
- Coordinate with Subaru Headquarters to identify root causes, corrective actions, and monitor the timely closure of technical cases.
- Monitor repair, warranty, and customer complaint data to identify abnormal trends at an early stage.
- Ensure that field information and technical reports submitted to Subaru Headquarters are complete, accurate, and timely.
Parts Coordination
- Coordinate with the Head of Parts to identify and fulfill parts requirements for repairs, warranty claims, technical issues, service campaigns, and recalls.
- Promptly coordinate the resolution of parts shortages that may affect repair turnaround time and customer experience.
3. Customer Experience & Relationship Management
- Ensure customers receive professional and consistent service experiences across the entire service network.
- Monitor customer satisfaction indicators and feedback and proactively implement service quality improvement measures.
- Develop and implement initiatives to increase customer return rates, customer retention throughout maintenance cycles, and customer engagement with the Subaru service network.
Complex Complaint Management
- Directly lead or participate in the resolution of serious, complex, or disputed customer complaints that cannot be resolved at lower levels.
- Develop appropriate solutions that balance customers’ legitimate interests, warranty policies, Company costs, and brand reputation.
4. Vehicle Homologation & Technical Regulatory Compliance
Planning & Timeline Management
- Develop and manage Homologation plans for each imported vehicle model/version, including new models, facelifts, and vehicles with changes in technical specifications.
- Ensure alignment with import and product launch plans.
- Identify and provide early warnings on risks that may affect timelines to the Management Board.
Documentation & Certification
- Direct and control the preparation, submission, supplementation, and follow-up of applications for quality certification of technical safety and environmental protection, or notifications of exemption from inspection, with relevant authorities and testing facilities.
- Coordinate with Subaru Headquarters to obtain complete and accurate technical documents, test samples, and test reports within the required timelines.
Compliance Control
- Ensure that vehicles actually imported into Vietnam match the specifications stated in the approved certification documents, including technical specifications, chassis/engine numbers, labeling, emissions, and fuel/energy consumption.
- Coordinate with Import/Logistics, Sales, and Marketing teams to ensure that publicly communicated product information is consistent with certification documentation.
Regulatory Updates
- Monitor changes in laws and technical regulations related to imported vehicles.
- Assess their impact on the product portfolio and propose appropriate response plans to the Management Board and Subaru Headquarters.
- Organize communication and dissemination of relevant regulatory changes to affected departments.
Document Management & Regulatory Authorities
- Manage certification records, certification matrices by vehicle model/version, and validity periods.
- Represent the Company, as assigned or authorized, in dealings with regulatory authorities, testing facilities, inspection teams, and post-inspection authorities.
- Prepare and control testing and certification budgets within the assigned scope.
Recall Management
- Serve as the key coordinator with Subaru Headquarters and relevant internal departments in assessing, planning, and implementing recalls, service campaigns, and technical campaigns.
- Ensure compliance with notification procedures, customer communication, repair capacity preparation, completion rate monitoring, and reporting requirements under applicable laws and Subaru requirements.
5. Legal Compliance, Safety & Facility Management
Legal Compliance & Licensing
- Coordinate with relevant departments and facility managers to monitor and maintain the licenses, documentation, and legal conditions required for workshop operations.
- Ensure service operations within the assigned scope comply with requirements related to environmental protection, waste management, occupational safety, fire prevention and fighting (PCCC), and other applicable business conditions.
Safety & Environment
- Ensure service workshops comply with Company policies and procedures regarding occupational safety, workplace hygiene, environmental protection, fire prevention and fighting, and personal protective equipment.
- Coordinate with Human Resources, Administration, and relevant specialized functions to conduct training, inspections, and corrective actions for non-compliance issues.
Asset & Equipment Management
- Identify requirements, develop investment plans, and manage the use of machinery, vehicle lifts, diagnostic equipment, and specialized tools in accordance with Subaru standards.
- Ensure equipment maintenance, inspection, and calibration are carried out periodically in accordance with technical requirements and applicable regulations.
6. New Vehicle Distribution Center (VDC) Management & Coordination
New Vehicle Storage Management
- Manage the receiving, arrangement, and storage of new vehicles at appropriate facilities/yards while optimizing costs.
- Monitor the condition and quantity of vehicles in storage.
- Ensure vehicles are stored under appropriate conditions in accordance with safety and preservation standards.
- Conduct and control periodic maintenance of stored vehicles and fuel allocation.
- Monitor vehicle storage duration and proactively propose optimization measures for long-stay vehicles.
New Vehicle Quality Control
- Supervise and inspect vehicle conditions upon receipt, release, and transfer.
- Coordinate the handling of vehicles with scratches, dents, damage, or missing accessories.
- Ensure vehicle condition meets quality standards before PDI and handover.
- Manage photographic records and vehicle condition documentation for traceability and verification when required.
PDI & Vehicle Handover Preparation
- Develop plans and monitor PDI (Pre-Delivery Inspection) progress according to vehicle delivery schedules.
- Coordinate with relevant departments to resolve issues arising during the PDI process.
- Control vehicle quality and completion status before handover to dealerships.
- Ensure vehicles are delivered on schedule and meet technical and appearance standards.
Vehicle Transfer & Transportation Management
- Plan and coordinate vehicle transfers between warehouses, ports, dealerships, and other locations.
- Coordinate with transportation partners to ensure the right vehicle is delivered to the right location at the right time.
- Control vehicle condition before and after transportation, particularly for long-distance transportation.
- Monitor transportation costs and propose cost optimization measures.
- Track and resolve delayed deliveries, vehicle damage, or other issues arising during transportation.
Warehouse & Transportation Partner Management
- Manage and maintain relationships with warehouse and transportation service providers.
- Evaluate service provider performance based on cost, timing, safety, and quality.
- Monitor compliance with requirements for new vehicle storage and transportation.
- Negotiate with service providers when required.
Vehicle Asset & Storage Safety Management
- Ensure the safety and security of new vehicles during storage.
- Control access to storage facilities and vehicle movement within the storage area.
- Manage vehicle keys and accompanying assets/accessories.
- Conduct periodic inventory checks and reconcile actual vehicle quantities and conditions with system records.
7. Leadership & Team Development
Recruitment & Workforce Planning
- Develop workforce plans and staffing requirements for nationwide after-sales service operations.
- Directly participate in interviews for management and specialist positions.
- Coordinate with Human Resources to recruit technicians, Service Advisors, and other after-sales personnel.
Training & Technical Development
- Identify competency requirements and training needs for the service team.
- Coordinate with the Head of Training to develop training and technical certification programs in accordance with Subaru standards for technicians in electrical, engine, chassis, body & paint, and EV/Hybrid areas, as well as Service Advisors.
- Develop succession plans for key management positions.
Performance Management & Employee Engagement
- Evaluate the monthly/quarterly KPI performance of direct reports.
- Build a safe, collaborative, and fair working environment.
- Proactively retain key technical talent.
- Develop the management capabilities of Service Department Heads and Service Workshop Managers and ensure effective succession planning across the service network.
8. Administration & Reporting
- Prepare and submit weekly, monthly, quarterly, and ad-hoc reports to the General Director and Group Headquarters on service business performance, operating costs, customer satisfaction indicators, first-time fix rate, warranty status, technical and product quality issues in the market, workforce status, safety compliance, and Homologation progress.
- Prepare and submit complete, accurate, and timely service, warranty, technical, and market quality reports as required by Subaru Headquarters.
- Prepare, control, and optimize the operating budgets for after-sales service, technical support, warranty, and Homologation within the assigned scope.
- Perform other duties related to the position’s functions as assigned by the General Director.
JOB REQUIREMENTS
Education & Experience
- Bachelor’s degree or higher in Automotive Engineering, Mechanical Engineering, Automotive Engineering Technology, Business Administration, or a related field.
- Minimum 12 years of experience in automotive after-sales service, including at least 5 years in a senior management position such as Service Department Head, Regional/National After-Sales Manager, or an equivalent role, with experience managing multiple service workshops.
- Experience working for an automotive distributor/importer, authorized automotive dealership, or Japanese automotive brand is highly preferred.
- Direct experience in managing or implementing Homologation/vehicle certification for imported vehicles in Vietnam is highly preferred.
- Experience working with insurance companies and handling accident vehicle repairs is an advantage.
Professional Competencies
- In-depth knowledge of automotive after-sales operations, workshop management, warranty, technical support, automotive structure, and the Vietnamese automotive market; with an understanding of parts supply coordination for repair operations.
- Strong understanding of Homologation procedures and quality certification requirements for technical safety and environmental protection of imported vehicles; ability to understand technical documents and regulations and work with regulatory authorities.
- Strong business acumen with proven capability in managing service revenue, budgets, and operational performance.
- Proven experience in managing warranty policies and operations, as well as handling technical and product quality issues in the market.
- Strong analytical and reporting skills with the ability to prepare management reports for senior leadership.
- Strong communication, negotiation, problem-solving, and customer complaint-handling skills.
Management Competencies
- Strong leadership capability with experience managing managers, coaching, motivating, and developing teams.
- High sense of responsibility, proactive mindset, results-oriented approach, and strong commitment to integrity and compliance.
- Customer-centric mindset with the ability to balance customer experience, Company policies, business performance, and risk management.
- Ability to work independently and collaborate effectively with relevant functions, including Sales, Marketing, Finance, and Human Resources, as well as with Subaru Headquarters.
Language & Other Requirements
- Valid driver’s license (mandatory).
- Good knowledge of applicable legal and regulatory requirements, including road traffic and safety regulations, imported vehicle quality certification requirements, conditions for automotive maintenance and repair workshops, environmental protection, and occupational safety regulations.
- Good written and spoken English for business communication, with the ability to read technical documents, prepare reports, and communicate directly with Subaru Headquarters.
- Willingness to travel regularly between facilities in Ho Chi Minh City and Hanoi.
