Job Overview:
VinFast is a pioneering electric vehicle (EV) company committed to revolutionizing the automotive industry with sustainable and innovative mobility solutions. As a leading player in the EV market, VinFast is dedicated to delivering high-quality, cutting-edge electric vehicles that redefine the driving experience. Our team consists of passionate professionals driven by a shared vision of creating a greener and more sustainable future through innovation, technology, and excellence.
The Deputy CEO of the Global After-Sales Service Division is responsible for overseeing and driving the strategy, operations, and growth of all global after-sales service activities, including customer support, warranty management, service center operations, spare parts logistics, technical support, and service innovation. This role ensures an exceptional post-sales experience that supports customer satisfaction, retention, and brand loyalty across all markets.
Key Responsibilities:
Strategic Leadership
- Develop and execute the global after-sales service strategy aligned with corporate goals and regional needs.
- Lead the transformation and digitalization of service operations to enhance efficiency and customer experience.
- Define and monitor key performance indicators (KPIs) for global service operations.
Operational Management
- Oversee the global network of service centers, call centers, technical teams, and parts distribution hubs.
- Ensure seamless coordination between regional service teams, supply chain, R&D, and product management.
- Establish global service standards, procedures, and escalation protocols.
Customer Experience & Quality
- Champion customer satisfaction and loyalty by ensuring timely and effective resolution of customer issues.
- Monitor Customer Satisfaction (CSAT), and other feedback metrics; implement continuous improvement initiatives.
- Oversee warranty claims, service contracts, and recall operations.
Team & Talent Development
- Build, lead, and inspire a high-performing global service team with regional and functional leaders.
- Foster a customer-centric and performance-driven culture.
- Identify skill gaps and drive training and capability development programs.
Financial Management
- Manage P&L for the global after-sales division.
- Optimize cost structures while maintaining high service quality.
- Develop pricing strategies for service packages, extended warranties, and spare parts.
Innovation & Technology
- Drive service innovation including predictive maintenance, remote diagnostics, and AI-powered customer support.
- Collaborate with the product and engineering teams to feed customer insights back into product development.
Compliance & Risk Management
- Ensure compliance with global regulatory requirements and internal service policies.
- Lead risk assessments related to service operations, safety issues, and customer escalations.
Job Requirements:
- Bachelors degree in Engineering, Business Administration, or related fields; MBA or equivalent is strongly preferred.
- Minimum 15 years of progressive experience in after-sales or service operations, with at least 5 years in a senior executive or regional/global leadership role.
- Proven track record of managing large-scale, international service organizations.
- Strong understanding of service technologies, digital tools, and global customer experience trends.
- Exceptional leadership, communication, and stakeholder management skills.
- Fluent in English; other languages (e.g., Chinese, Spanish, German) are a plus.
