Aftersales Manager (Team Leader)
Qode · Ho Chi Minh City
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 Manager is accountable for all after-sales outcomes and the parts P&L: the certified service network, parts configuration and supply, warranty and claims, recall execution and the quality loop with the OEM.
The role leads a technical team of Vehicle Engineers, a Field Service & Training Specialist and a Warranty & Parts Specialist, and sets the service levels under which the shared Operations desk administers claims, parts orders and registers.
The ideal candidate has run after-sales and parts for a two-wheeler, automotive or EV distributor across a dealer network, has handled warranty with an OEM end to end, and can turn operating rules into system-enforced controls.
1 - Service Network Capability & Certification
- Own the capability gate for every service point: certified technicians, diagnostic accounts, tools, internet, initial parts kit.
- Accept 2S workshop applications on capability; sign the workshop sub-gate for 3S points; name the service partner for sales-only points.
- Run the annual and triggered point audit programme; suspend and reinstate capabilities; raise and clear the service flag.
- Execute the after-sales unwind on dealer termination: capability freeze, open work orders, open claims, parts buy-back at the company's option.
2 - Parts Configuration, Price Book & Parts Business
- Own the parts stock configuration by criticality class (levels per part number) and its quarterly review; the CFO signs the configuration and any purchase outside it.
- Prepare the parts price book for Director approval and Finance countersign; approve parts order prices within the delegated limit.
- Own parts selling and stock clearing: dead-stock list, clearance programmes, write-off requests.
- Set VOR priority rules with Supply Chain; Supply Chain executes procurement, receipt and shipping.
3 - Warranty, Claims & Goodwill
- Own the claim policy: point tiers (Probation, Steady, Flagged), thresholds, post-audit; approve claims above the adjudication threshold.
- Issue the weekly payment report to points and the monthly OEM claim batch through the Service Admin; own the reconciliation outcome and the technical dispute decision.
- Approve goodwill within the delegated limit; confirm parts and warranty debt-gate exception requests before the Director.
- Assess repeat-fault cases with Legal and bring them to the Director and CEO.
4 - Recall, TSB & Quality Loop
- Own every recall campaign: opening, regulator filing with Legal, stop-sale on unsold VINs, parts reservation, completion tracking and closure reporting.
- Approve technical service bulletins written by the Vehicle Engineers; ensure acknowledgement across the network.
- Send the monthly quality report to the OEM; drive parts-master corrections and configuration changes from field data.
- Deliver per-point after-sales values to the dealer scorecard before the monthly lock; report the parts and service P&L to the Director.
5 - Vehicle Inbound, PDI, Internal Repairs & Dealer-stock Battery Care
- Assign Vehicle Engineers to inbound checks and pre-dispatch PDI; decide RMA claims on inbound defects.
- Decide repair on transit-damaged and returned units; approve internal repair cost within the delegated tier.
- Schedule battery-care visits to dealer stock from the dispatch-date clock; enforce the consigned-stock recall rule on missed visits.
- Own the demo and test-ride fleet technical condition and retirement proposals.
6 - Team, Service Levels & After-sales Systems
- Lead and roster the Vehicle Engineers, the Field Service & Training Specialist and the Warranty & Parts Specialist across warehouse, field and desk duties.
- Set and review the after-sales service levels (claim batch timing, payment report cycle, recall tracking, parts desk) delivered by the Service Admin under the Operations Manager.
- Act as business owner for the after-sales modules of the DMS: work order, claims, parts orders, recall, certification; sign requirements and acceptance tests.
- Maintain the after-sales operating process, forms and parameters; propose changes through the Director.
Qualification
- 8–12 years in after-sales service and spare parts for a two-wheeler, automotive or EV brand, including at least 3 years managing a dealer or workshop network in Vietnam
- Proven end-to-end warranty ownership with an OEM: claim policy, adjudication tiers, batch submission, reconciliation, recovery
- Parts planning and parts business experience: stock configuration by criticality, fill rate, dead stock, price book
- Recall or field-campaign execution with regulator filing is an advantage
- Technical background in vehicle or high-voltage systems; able to lead engineers and judge technical disputes
- Hands-on experience with a dealer management system or service management system; able to write requirements and acceptance tests
- Strong control mindset: separation of duties, delegated limits, audit trail
- Good written and spoken English and Vietnamese
Personal Attributes
- Accountable for outcomes and numbers
- Technically credible with engineers and dealers
- Disciplined in rules, thresholds and documentation
- Calm under customer and dealer pressure
- Builds from the ground up in a start-up environment