About the role
About VinFast VinFast is a global electric vehicle (EV) manufacturer under Vingroup, Vietnam’s largest private conglomerate. With a strong commitment to sustainable mobility, VinFast designs, manufactures, and distributes smart electric vehicles, supported by an advanced digital ecosystem and industry-leading aftersales policies.
Position Objective
The Aftersales Director will be responsible for building, leading, and scaling VinFast’s aftersales operations in the US. This role plays a critical part in ensuring excellent customer satisfaction, operational excellence of EV service workshops, and a robust aftersales ecosystem aligned with VinFast’s global standards.
Key Responsibilities
Aftersales Strategy & Leadership
- Develop and execute the overall aftersales strategy for VinFast US in line with business growth and network expansion plans.
- Define service models, operating standards, KPIs, and SLAs for EV aftersales operations.
Service Workshop Operations (EV-Focused)
- Establish and manage VinFast-owned and authorized EV service workshops.
- Ensure compliance with EV-specific standards, including high-voltage safety, battery diagnostics and repair, software/OTA updates, and advanced electronic diagnostics.
- Continuously improve workshop productivity, quality, and customer experience.
Dealer & Partner Network Management
- Recruit, onboard, and manage authorized service partners and dealers nationwide.
- Implement certification programs, audits, and performance reviews for service partners.
Spare Parts & Supply Chain
- Oversee spare parts planning, inventory management, logistics, and distribution to ensure parts availability and cost efficiency.
Warranty & Customer Support
- Manage warranty policies, claims handling, and escalation processes.
- Oversee customer service operations including roadside assistance and 24/7 support services.
- Drive customer satisfaction (CSAT) and loyalty initiatives.
Training & Capability Development
- Build and lead technical training programs for EV technicians, service advisors, and dealer teams.
- Ensure continuous capability development in EV technologies, battery systems, and safety standards.
Financial & Performance Management
- Manage aftersales budget and P&L.
- Monitor and report key KPIs such as repair turnaround time, repeat repair rate, workshop efficiency, CSAT, and service network coverage.
Compliance & Safety
- Ensure all aftersales operations comply with local regulations, environmental standards, and VinFast global policies.
Requirements Mandatory
- Bachelor’s degree in Automotive Engineering, Electrical/Electronics Engineering, Mechanical Engineering, Business Administration, or related fields.
- Minimum8–12 years of experiencein automotive aftersales, with at least5 years in a senior management role(Aftersales Head, Service Director, Operations Director, etc.).
- Strong hands-on experience in EV aftersales or EV service workshop management(high-voltage systems, batteries, electric motors, inverters, OTA/software diagnostics).
- Proven experience in building and managing dealer/service workshop networks.
- Strong leadership, operational, and financial management skills (P&L, KPI-driven).
- Fluent in English; knowledge of Filipino/Tagalog is a strong advantage.
- Willingness to travel frequently within the US.
- Candidates who can join within a short notice period are highly preferred.
Preferred / Advantage
- Experience with global OEMs or premium automotive brands.
- EV safety or high-voltage certification.
- Experience with digital aftersales systems (DMS, CRM, workshop management systems).
Strong local market knowledge and supplier network in the US.
Benefits Benefits
Competitive salary package with performance-based bonuses.
Opportunity to be part of a fast-growing global EV brand.
Exposure to cutting-edge EV technologies and international working environment.
Clear career development opportunities within VinFast’s global organization.
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