Job description:
JOB DESCRIPTION ASC SUPERVISOR for Central & Southern Vietnam
Department: Part & Services
Report to: P&S Manager
Ensure that Authorized Service Centers (ASC) in the Central and Southern regions operate in compliance with company processes and service standards, improving technical handling quality, repair speed, and accuracy in warranty approvals; while optimizing operational costs and maintaining customer satisfaction.
Work Location: Hanoi Office, Vietnam
Travel Frequency: Occasional, 24 times per year
Main tasks:
1. Manage Warranty Operations for ASCs in Central & Southern Regions
- Monitor, inspect, and evaluate pending cases, repair speed, and performance targets for each ASC.
- Control the process of receiving, handling, and completing warranty cases according to company technical policies and procedures.
- Periodically assess ASC capabilities and propose technical and operational improvements.
2. Technical Support & Consultation
- Address technical inquiries from ASCs and related departments.
- Provide repair guidance, fault diagnosis, and remote technical support when necessary.
- Participate in training and technical instruction for technicians at ASCs/Workshops.
3. Warranty File Assessment & Approval
- Review invoices, documents, images, and reports to ensure compliance with standards.
- Approve warranty cases, HOLD cases, and decide warranty status or rejection for each incident.
- Control fraud risks in documentation and propose preventive measures.
4. Cost Management & Settlement
- Consolidate reports and verify monthly repair, spare parts, and installation costs for ASCs in Central & Southern regions.
- Check and process monthly payment procedures for shipping costs of the Warranty Department.
- Reconcile and propose payments for ASCs in accordance with regulations.
- Ensure warranty costs are transparent, compliant, and optimized.
5. Operations & ASC Welfare
- Supervise compliance with operational policies, service procedures, and quality standards.
- Monitor and propose support/welfare items for ASCs as per company policy.
- Ensure ASCs maintain professional image and conduct aligned with Ariston brand standards.
6. Reporting & Analysis
- Provide periodic reports on ASC performance: number of warranty cases, backlog, costs, product defects, etc.
- Recommend solutions to improve service quality and minimize market-related issues.
7. Spare Parts Management
- Check inventory status and order missing parts for the three Warranty Department warehouses monthly.
- Coordinate with accounting to sell parts to ASCs and distributors in Central & Southern regions.
- Execute SAP system procedures and coordinate with Logistics for export orders.
- Work with QC and accounting to dispose of defective parts monthly.
- Confirm defective parts quantities from Central & Southern regions sent to the factory weekly with QC.
Authority
- Decide warranty status for each case according to company policy.
- Approve or reject warranty-related costs, invoices, and documents.
- Recommend rewards or penalties for ASCs not complying with procedures.
- Propose changes to ASC contracts (termination or new openings).
Job Requirements
- College/University degree in Engineering, Electrical/Electronics, or related fields.
- Basic English communication skills (email, speaking, listening); ability to use Excel effectively
- Minimum 23 years of experience in warranty, technical service, or service management (preferably in water heaters, air conditioners, refrigerators, washing machines, heat pumps, etc.).
- Strong understanding of repair, warranty processes, and technical standards.
- Analytical, assessment, and decision-making skills with accuracy and speed.
- Good communication skills and ability to work with multiple teams and service stations.
- Willingness to travel as required for operations.
- Diligent and responsible in work.
- Experience as an ASC supporter is an advantage.
