Dealer Service Management Executive

Overall purpose of the jobs: Responsible for after-sales service activities of dealers to ensure customer satisfaction. Establish service operational processes to ensure consistent quality, optimize performance, profitability, and risk management; advise on service operational strategies to achieve service KPI targets for VSC and dealers.

MAIN DUTIES

1. After Sales Service Operation Management

• Oversee all after-sales service activities for automobiles and motorcycles. Monitor dealer service KPIs.

• Ensure efficient and high-quality service delivery in line with company objectives.

• Implement the DMS (Dealer Management System) across the entire dealer network, collect feedback, make improvements, and guide dealers in its implementation.

2. Customer Service & Complaint Handling

• Receive and respond promptly and effectively to customer inquiries and complaints.

• Ensure the provision of high-quality repair and maintenance services and enhance customer satisfaction and service retention.

3. Human resource management

• Train, evaluate, and guide dealer’s staffs on the knowledge and skills needed to perform their jobs.

4. After-Sales Support

• Provide guidance and support to dealers to resolve problems.

• Ensure timely and effective solutions are provided.

• Identify and evaluate new dealer candidates.

5. Market Information and Quality Feedback

• Collect and analyze market information/dealer feedback related to after-sales service.

6. Interdepartmental Collaboration

• Coordinate with other departments to support after-sales strategy.

• Contribute to company-wide initiatives as required.

7. Compliance and Risk Management

• Ensure compliance with relevant laws, regulations, and internal policies.

• Monitor risks and proactively implement corrective actions.

8. Performance Evaluation and Improvement

• Regularly evaluate dealer’s performance.

• Implement kaizen to improve productivity and quality, increase customer satisfaction, and retain customers.

9. Other duties

• Other duties assigned by the Company.

QUALIFICATION REQUI

Yêu cầu công việc

QUALIFICATION REQUIREMENTS:

Education: College or university degree in Automotive Engineering, Automotive Technology, Mechanical Engineering, or other related technical majors.

Work Experience: At least 3–5 years of experience in after-sales service, automotive technical operations, or service quality management/ customer care at automotive dealerships. Candidates with experience in technician training or technical support for dealer networks are preferred.

Professional Knowledge: Strong understanding of automotive repair, maintenance processes; knowledge of body & paint operations, technical complaint resolution, and service quality standards. Able to develop procedures, technical standards, and guidance documents.

Technical Competencies: Ability to assess training needs, plan and deliver technical training. Strong skills in fault analysis, technical problem-solving, technician capability assessment, and recommending productivity/quality improvements.

Soft Skills: Good communication, presentation, and coaching skills; ability to coordinate effectively with dealers and relevant departments. Strong problem-handling, customer complaint resolution, and teamwork capabilities.

Language: Ability to read and understand technical documents in English; good English communication skills are an advantage.

Computer Skills: Proficient in Microsoft Office (Word, Excel, PowerPoint); candidates with the ability to prepare reports, summarize data, and develop training materials are preferred.