Our client is a joint venture dedicated to accelerating Vietnam's energy transition by investing in an end-to-end electric two-wheeler (E2W) mobility solution. They aim to deliver a seamless consumer experience powered by an integrated digital ecosystem.
Role Overview
The Aftersales Service Manager will be responsible for building and managing Our client's aftersales service capability in Vietnam, including service and maintenance network development, vehicle and parts logistics, inventory management, service process design, and customer issue resolution.
1. Service and Maintenance Network Development
- Lead the exploration, assessment, selection, and onboarding of service and maintenance partners for Our client.
- Develop a scalable workshop network model, including chain workshops, independent workshops, Bike Points, and other qualified service partners.
2. Aftersales Operations Management
- Design and implement Our client's end-to-end after-sales service process, including service booking, inspection, repair, maintenance, warranty handling, customer complaint management, and issue escalation.
- Establish service standards, operating procedures, and quality control mechanisms for all service partners.
3. Vehicle and Parts Logistics
- Manage vehicle and spare parts logistics planning from OEM/vendor to Our client storage location, workshop partners, and end users where required.
- Coordinate with suppliers, logistics providers, and internal teams to ensure timely delivery of vehicles, batteries-related components where applicable, and spare parts.
4. Spare Parts and Inventory Management
- Establish spare parts planning and inventory management process for Our client.
- Define initial spare parts list, minimum stock level, reorder point, safety stock, and replenishment process.
5. Warranty, Technical Support and Quality Feedback
- Support warranty policy development together with OEM partners and internal stakeholders.
- Manage warranty claim process, documentation, approval flow, and settlement with partners.
6. Partner Management and Capability Building
- Develop training plans and certification process for workshop partners and technicians.
- Ensure partners understand Our client's service standards, customer handling expectations, reporting requirements, and safety procedures.
7. Cross-functional Collaboration
- Work closely with Business Development on service network strategy, partner engagement, and commercial model.
- Collaborate with Sales and Channel teams to ensure aftersales readiness supports customer acquisition and retention.
Qualification
- Bachelor's degree in engineering, Automotive or related discipline.
- Minimum 7 to 10 years of relevant experience in automotive, motorcycle, electric vehicle, mobility, aftersales service, workshop operation, spare parts, logistics, or supply chain management.
- Strong understanding of service and maintenance network operations, preferably in two-wheeler, automotive, EV, or mobility business.
- Experience in vehicle and spare parts planning, inventory management, vendor coordination, and logistics operations.
Preferred Capabilities
- Experience in automotive, E2W, e-mobility, or new energy vehicle business.
- Existing network with motorcycle workshops, service chains, dealers, or logistics providers in Vietnam.
- Ability to work in a start-up environment with ambiguity, urgency, and cross-functional complexity.
- Hands-on mindset with willingness to visit workshops, solve field issues, and drive execution.
