Service Manager

Motor Image Saigon is the official distributor of Subaru in Vietnam, part of the Tan Chong Group (Singapore), with showrooms in District 7 and Go Vap, Ho Chi Minh City. We sell and service a brand built on Symmetrical AWD and the Boxer engine — technology that rewards teams who actually understand it, not just follow a manual.

We're looking for a Service Manager to run the show at our workshops — not just keep them running.

Role Description

I. JOB PURPOSE

Accountable to the National After-Sales Service Manager and the Board of Directors for the strategy, operations and business performance of the Subaru Saigon Service Workshop – District 7 & Go Vap branches, including:

•    Ensuring the workshop meets its targets for job volume, revenue and profit optimization;

•    Ensuring service processes and service quality standards are upheld;

•    Building an excellent customer service experience;

•    Maintaining a high-quality technician and service advisor team;

•    Ensuring legal compliance, occupational safety and environmental protection in accordance with applicable law.

II. KEY DUTIES AND RESPONSIBILITIES

1. Business Management & Revenue Development

•    Strategy & Planning: Develop and implement periodic (monthly/quarterly/annual) service business plans for approval by the National After-Sales Service Manager and the Board of Directors; ensure achievement of KPIs on revenue, gross profit, service job volume and average revenue per job.

•    Policies & Sales Programs: Develop service promotion policies, maintenance packages and accessory offers; establish flexible incentive/commission schemes to motivate Service Advisors and Technicians to grow sales.

•    Partner Network Development: Lead negotiations, and maintain and develop strategic partnerships with insurance companies (for body & paint / accident repair referrals), equipment suppliers and subcontractors.

2. Operations, Process & Service Quality Management

•    Process Standardization: Develop, issue and continuously improve standard operating procedures covering vehicle reception, inspection, quotation, repair, quality control, delivery and after-service care.

•    Workshop Productivity Optimization: Coordinate workshop capacity (lifts, repair bays, manpower) to optimize vehicle turnaround time and minimize customer waiting time.

•    Complex Complaint Handling: Personally handle complex customer complaints and disputes that cannot be resolved at lower levels; determine appropriate resolutions to protect brand reputation and ensure customer satisfaction.

3. People Management, Training & Development

•    Recruitment & Headcount Planning: Independently plan headcount and directly participate in interviewing and recruiting Technicians, Service Advisors, Customer Care staff and service administrative roles.

•    Training & Skills Development: Build a periodic internal training roadmap; upskill Technicians (electrical, engine, chassis, body & paint, EV/hybrid repair) and strengthen communication/consulting skills for Service Advisors and Customer Care staff.

•    Performance Evaluation & Motivation: Evaluate staff performance (KPIs) on a monthly/quarterly basis; build a safe, cohesive and fair working environment.

4. Legal, Safety & Facility Management (15%)

•    Legal Compliance & Licensing: Represent the company in tracking, registering and renewing all workshop operating licenses as required by law (Environmental License, Hazardous Waste Treatment Contract, Service Workshop Certification under Decree 116 / current regulations, Fire Safety, etc.).

•    Safety & Environment: Closely supervise compliance with Occupational Safety and Environmental Hygiene standards; organize fire-safety drills and provide protective equipment for Technicians.

•    Asset & Equipment Management: Manage all assets, machinery, lifts and diagnostic equipment; plan periodic maintenance, servicing and calibration.

5. Administration & Reporting

•    Provide periodic (daily/weekly/monthly) reports to the National After-Sales Service Manager and the Board of Directors on business performance, operating costs, customer satisfaction index, first-time-fix rate, etc.

•    Control and optimize the Service Department's operating budget.

•    Perform other tasks as directed by the National After-Sales Service Manager and the Board of Directors.

III. KEY PERFORMANCE INDICATORS

•    Revenue & Profit: % achievement of service and parts revenue and profit targets.

•    Workshop Volume: Total vehicles serviced and average revenue per job.

•    Service Quality: Customer satisfaction index meeting company targets.

•    Operational Efficiency: First-time-fix rate and on-time delivery rate.

•    Safety & Legal Compliance: Zero serious workplace accidents; 100% valid workshop operating licenses.

IV. JOB REQUIREMENTS

•    Bachelor's degree or higher in Automotive Engineering, Automotive Mechanics, or a related technical field.

•    In-depth understanding of vehicle structure, after-sales service processes and the Vietnamese automotive market.

•    Minimum 2 years of experience in an equivalent Service Manager role at authorized automotive dealerships or large-scale automotive service centers.

•    Experience working with insurance providers and strong knowledge of accident vehicle claim procedures is an advantage.

•    Strong communication, consulting and negotiation skills; time management skills; problem-solving skills; people management skills.

•    Able to communicate in English (the role involves English-language communication).

•    Solid knowledge of regulations governing workshop operations (Law on Environmental Protection, automotive workshop standards under Decree 116, occupational safety).

•    Valid B2 driving license.

V. BENEFITS

•  Income: Competitive base salary plus service sales bonus (attractive total income based on performance). 100% of salary paid during probation.

•    Benefits: Full social, health and unemployment insurance contributions as required by the Labor Code; premium health insurance package; etc.

•    Training & Development: Access to Service Specialist / Service Director training programs from major automotive brands; opportunities for promotion to senior management positions.

•    Working Environment: Professional, modern, with standardized, well-invested workshop equipment.