The posting
Our client is a joint venture company dedicated to accelerating Vietnam’s energy transition by investing in an end-to-end electric two-wheeler (E2W) mobility solution. They aim to deliver a seamless consumer experience powered by an integrated digital ecosystem.
Role Overview
The Aftersales Service Manager will be responsible for building and managing Our client’s aftersales service capability in Vietnam, including service and maintenance network development, vehicle and parts logistics, inventory management, service process design, and customer issue resolution.
This role is critical to ensuring Our client can provide reliable, responsive, and scalable aftersales support for electric two-wheelers, battery swapping-related operations, and future commercial expansion. The role will work closely with Business Development, Operations, Sales, Supply Chain, Finance, OEM partners, workshop partners, and external service providers to establish a strong aftersales ecosystem.
1 - Service and Maintenance Network Development
- Lead the exploration, assessment, selection, and onboarding of service and maintenance partners for Our client.
- Develop a scalable workshop network model, including chain workshops, independent workshops, Bike Points, and other qualified service partners.
- Define workshop selection criteria, including technical capability, location coverage, service quality, investment willingness, operating standards, and customer handling capability.
- Support commercial discussions with potential workshop partners, including service scope, pricing model, SLA, incentive structure, and operating requirements.
- Build a phased service network rollout plan to support pilot launch, commercial launch, and future expansion.
2 - Aftersales Operations Management
- Design and implement Our client’s end-to-end after-sales service process, including service booking, inspection, repair, maintenance, warranty handling, customer complaint management, and issue escalation.
- Establish service standards, operating procedures, and quality control mechanisms for all service partners.
- Monitor service performance, including turnaround time, first-time-fix rate, customer satisfaction, repair quality, and complaint resolution.
- Coordinate with internal teams and external partners to ensure customer issues are resolved in a timely and professional manner.
- Support the development of after-sales hotline process, escalation workflow, and customer service scripts.
3 - Vehicle and Parts Logistics
- Manage vehicle and spare parts logistics planning from OEM/vendor to Our client storage location, workshop partners, and end users where required.
- Coordinate with suppliers, logistics providers, and internal teams to ensure timely delivery of vehicles, batteries-related components where applicable, and spare parts.
- Support import, customs, warehousing, transportation, and delivery processes in coordination with relevant functions.
- Ensure logistics flow is aligned with vehicle deployment plan, service readiness, and business launch timeline.
4 - Spare Parts and Inventory Management
- Establish spare parts planning and inventory management process for Our client.
- Define initial spare parts list, minimum stock level, reorder point, safety stock, and replenishment process.
- Monitor parts consumption, stock availability, inventory aging, and shortage risks.
- Work with Finance and Supply Chain to ensure inventory control, cost tracking, and stock reconciliation.
- Build visibility on critical spare parts availability to avoid service disruption.
5 - Warranty, Technical Support and Quality Feedback
- Support warranty policy development together with OEM partners and internal stakeholders.
- Manage warranty claim process, documentation, approval flow, and settlement with partners.
- Collect and analyze technical issues, repair data, product quality feedback, and recurring failure patterns.
- Provide regular feedback to OEM partners and internal teams to improve vehicle quality, parts quality, and customer experience.
- Coordinate technical training and troubleshooting support for workshop partners.
6 - Partner Management and Capability Building
- Develop training plans and certification process for workshop partners and technicians.
- Ensure partners understand Our client’s service standards, customer handling expectations, reporting requirements, and safety procedures.
- Conduct regular partner performance reviews and identify improvement actions.
- Build long-term relationships with service partners to support sustainable network growth.
- Support negotiation and contract execution with service and maintenance partners.
7 - Cross-functional Collaboration
- Work closely with Business Development on service network strategy, partner engagement, and commercial model.
- Collaborate with Sales and Channel teams to ensure aftersales readiness supports customer acquisition and retention.
- Coordinate with Operations and Supply Chain on vehicle, parts, logistics, and inventory planning.
- Work with Finance on aftersales cost tracking, service pricing, claims, and inventory control.
- Support Legal and Procurement in reviewing service agreements, vendor contracts, and compliance requirements.
- Partner with Marketing and Customer Service teams to improve customer communication and service experience.
Qualification
- Bachelor’s degree in engineering, Automotive or related discipline.
- Minimum 7 to 10 years of relevant experience in automotive, motorcycle, electric vehicle, mobility, aftersales service, workshop operation, spare parts, logistics, or supply chain management.
- Strong understanding of service and maintenance network operations, preferably in two-wheeler, automotive, EV, or mobility business.
- Experience in vehicle and spare parts planning, inventory management, vendor coordination, and logistics operations.
- Experience working with dealers, workshops, service providers, OEMs, or third-party logistics providers.
- Good project management skills with ability to build processes from zero to one.
- Strong commercial sense and ability to assess partner capability, cost structure, and service model.
- Good analytical and problem-solving skills, especially in handling operational issues and customer complaints.
- Good communication and stakeholder management skills.
- Fluent English communication skills
Preferred Capabilities
- Experience in automotive, E2W, e-mobility, or new energy vehicle business.
- Existing network with motorcycle workshops, service chains, dealers, or logistics providers in Vietnam.
- Familiarity with customer service operation, warranty management, and aftersales digital systems.
- Ability to work in a start-up environment with ambiguity, urgency, and cross-functional complexity.
- Hands-on mindset with willingness to visit workshops, solve field issues, and drive execution.
