Aftersales Manager (Team Leader)

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 CGM 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