VinFast US

Compensation

Full Description

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 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.