JOB DESCRIPTIONS
1. Service Business Management & Revenue Development
- Develop and implement monthly, quarterly, and annual service business plans for approval by the National After-Sales Service Manager and the Management Board.
- Ensure achievement of KPIs related to service revenue, gross profit, vehicle throughput, and average revenue per vehicle.
- Develop service promotion programs, maintenance packages, and accessory programs.
- Establish incentive and commission mechanisms to motivate Service Advisors and Technicians to increase service revenue.
- Lead negotiations and maintain strategic partnerships with insurance companies, body & paint/accident repair partners, equipment suppliers, and subcontractors.
2. Service Operations, Process & Quality Management
- Develop, implement, and continuously improve standard operating procedures covering the entire service process, from customer reception and vehicle inspection to quotation, repair, quality inspection, vehicle delivery, and post-service follow-up.
- Coordinate workshop capacity, including vehicle lifts, repair bays, and manpower, to optimize vehicle turnaround time and minimize customer waiting time.
- Ensure consistent service quality and compliance with established operational standards.
- Directly participate in resolving complex customer complaints and disputes that cannot be handled at lower levels, ensuring appropriate solutions that protect brand reputation and customer satisfaction.
3. People Management, Training & Development
- Develop workforce plans and staffing requirements for the Service Department.
- Participate directly in the recruitment and interviewing of Technicians, Service Advisors, Customer Service staff, and service administration personnel.
- Develop and implement regular internal training programs to improve technicians’ capabilities in electrical, engine, chassis, body & paint, and EV/Hybrid repair.
- Develop communication and service consulting skills for Service Advisors and Customer Service staff.
- Evaluate employee performance based on monthly and quarterly KPIs and build a safe, collaborative, and fair working environment.
4. Legal Compliance, Safety & Facility Management
- Monitor, apply for, and renew all required workshop operating licenses and legal documentation, including environmental permits, hazardous waste treatment contracts, service workshop certification requirements under Decree 116/current regulations, and fire prevention and fighting requirements.
- Ensure compliance with occupational health and safety, environmental protection, and workplace hygiene requirements.
- Organize fire prevention and fighting training and ensure technicians are provided with appropriate personal protective equipment.
- Manage workshop assets, machinery, vehicle lifts, diagnostic equipment, and other facilities.
- Develop and implement periodic maintenance, inspection, and calibration plans for workshop equipment.
5. Administration, Reporting & Performance Management
- Prepare daily, weekly, and monthly reports for the National After-Sales Service Manager and the Management Board on business performance, operating costs, customer satisfaction, first-time fix rate, and other key operational indicators.
- Control and optimize the Service Department’s operating budget.
- Monitor key performance indicators, including service revenue and profitability, vehicle throughput, average revenue per vehicle, customer satisfaction, first-time fix rate, on-time vehicle delivery, safety, and legal compliance.
- Perform other duties as assigned by the National After-Sales Service Manager and the Management Board.
JOB REQUIREMENTS
Education & Experience
- Bachelor’s degree or higher in Automotive Engineering, Automotive Mechanical Engineering, Mechanical Engineering, or a related technical field.
- In-depth knowledge of automotive structure, after-sales service processes, and the Vietnamese automotive market.
- Minimum 2 years of experience in an equivalent Service Department Manager / Service Manager position at an authorized automotive dealership or large-scale automotive service center.
- Experience working with insurance companies and knowledge of accident vehicle insurance claim procedures is highly preferred.
Professional Skills & Competencies
- Strong communication, customer consulting, negotiation, and problem-solving skills.
- Strong time management and people management skills.
- Strong leadership capability with the ability to manage, motivate, and develop service teams.
- Good understanding of workshop operations, service processes, quality management, and after-sales business performance.
- Good knowledge of legal and regulatory requirements related to workshop operations, including environmental protection, automotive repair workshop requirements under Decree 116, and occupational safety regulations.
- Ability to communicate effectively in English, as the role requires English communication for work.
Other Requirements
- Valid B2-class driver’s license.
- Willingness to work across the Company’s service facilities in Ho Chi Minh City.
- Proactive, responsible, results-oriented, and customer-focused mindset.
