AFS Service Operations Manager (Dealer) - West Region

JOB SUMMARY:

As the Aftersales Service Operations Manager, you will serve as the liaison between VinFast HQ and VinFast dealers. This role is responsible for the continuous improvement and support of parts and service functions, processes, SOP’s, and KPI’s. The role communicates, implements, and assists dealers through programs, policies, and procedures, which develop and promote well –managed, profitable parts and service departments. This role must be able to analyze dealer parts & service operations, identify deficiencies and recommend corrective actions to ensure retailer provides proper VinFast brand image while improving retailer profitability.

Responsibilities & Key Activities

• Regularly communicate with Dealer Service Centers to implement and administer programs, policies, and procedures
• Monitor and advise dealer and regional management of dealer’s adherence to policies and procedures in such areas of Customer Retention, Parts Sales, Parts Inventory Control, Fixed Operations Training, Warranty Administration, Consumer Affairs, Customer Satisfaction, etc.
• Ensure dealers maintain high-quality customer care and service repair standards by collaborating with technical and training teams on continuous improvement plans
• Administer VinFast Goodwill funds to improve customer satisfaction and increase re-purchase intent
• Maximize parts and accessory sales in assigned district
• Work with dealers to implement processes to improve customer retention and satisfaction, managing the resolution of customer complaints, and meet with customers to resolve concerns as needed
• End to end understanding of all operating systems to ensure proper integration between HQ and Dealer Service Centers
• Ongoing interaction/communications with dealer teams to collaborate on various operational activities, goals, and objectives and provide recommendations on operational improvements
• Monitor dealer performance with respect to the VinFast dealer agreement, and ensure consistent training attendance and participation
• Provide regular reporting to VinFast senior leadership with feedback and dealer performance
• Special projects and assignments, as needed

Req Number AFT-25-00001

Minimum Requirements

• Bachelor’s Degree in a related field preferred
• 6 years of hands-on OEM professional-level experience which may include, parts planning, warranty, wholesale, and aftersales experience
• Thorough knowledge and understanding of automotive aftersales operations and programs
• Strong knowledge in governmental policies and regulations, safety protocols and standards
• Strong understanding of automotive dealer sales, service, parts operations, and financial services
• Strong written and oral communication skills, comprehensive computer skills and working knowledge of systems including, Word, Excel, PowerPoint, parts inventory, retail inventory management, and other related applications
• Ability to use qualitative and quantitative analytics to solve difficult problems, make suggestions and provide solutions
• Strong customer service, business acumen, and organizational and planning skills
• Ability to drive for results and maintain strong performance under pressure
• 75% Travel, including overnight travel

VinFast Auto is committed to fair, equitable, and transparent compensation. Final compensation will be determined by various factors such as your relevant work experience, education, certifications, skills, and geographic location. The pay range for this position is $120,000-$150,000.

About

About the Organization Welcome to the Future of Mobility.

VinFast is a driving force in the global smart electric vehicle revolution. Established in 2017, VinFast owns a state-of-the-art automotive manufacturing complex with globally leading scalability in Vietnam.

VinFast currently sells three vehicles in its home country of Vietnam and will launch five new all-electric vehicles for sale in North America, Europe and the Asia-Pacific region. We are the first global, automotive company to commit to shifting to solely producing only Electric Vehicles by the end of 2022. We have an ambitious growth strategy with Direct to Consumer, retail and aftersales facilities being introduced this year.

Strongly committed to the mission for a sustainable future for everyone, VinFast constantly innovates to bring high-quality products, advanced smart services, seamless customer experiences, and pricing strategy for all to inspire global customers to jointly create a future of smart mobility and a sustainable planet. VinFast is also committed to diversity and inclusion, with women serving in the top roles of Global CEO and US CEO.

We welcome you to join the charge.

EOE Statement Vinfast is an Equal Opportunity Employer that does not discriminate on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factor. All employment is decided based on qualifications, merit and business need.