Executive Successor - Aftersales Director
Develop and execute the national aftersales strategy aligned with company goals.
Lead and manage the aftersales division, including Service Operations, Technical Support, Parts, Quality Control, and Warranty functions.
Drive sustainable business growth through service revenue, parts sales, and customer retention initiatives.
Service Network Management
Oversee the performance of service centers and dealer networks to ensure compliance with company standards.
Implement KPIs and monitor service productivity, repair quality, operational efficiency, and customer satisfaction.
Develop and enhance service processes, workflows, and digital tools.
Customer Experience & Satisfaction
Ensure high customer satisfaction by maintaining service excellence and timely problem resolution.
Oversee the handling of escalated customer complaints and major technical or service issues.
Initiate programs to improve the customer journey and strengthen brand loyalty.
Technical Support & Quality Improvement
Lead technical support teams in diagnosing, resolving, and preventing complex product issues.
Coordinate with regional/global teams on product quality, field complaints, and improvement initiatives.
Oversee training programs to enhance technical capabilities across the network.
Warranty & Parts Operations
Manage the warranty function to ensure accuracy, cost control, and policy compliance.
Oversee parts supply chain performance, including parts availability, stock management, and sales growth.
Review and optimize pricing strategies, warranty costs, and service profitability.
Business Planning & Financial Management
Develop annual budgets, revenue plans, and cost management strategies for the Aftersales division.
Monitor key business metrics and provide regular performance reports to senior leadership.
Identify new revenue opportunities through service products, maintenance packages, and value-added programs.
People Leadership & Development
Lead, develop, and mentor the Aftersales team to ensure high capability and engagement.
Build a strong service culture with a focus on quality, safety, and continuous improvement.
Develop succession plans and training programs for the aftersales workforce.
Requirements
Qualifications
Bachelor’s degree in Engineering, Business Administration, or related fields.
Experience
Minimum 10 years of experience in aftersales, service management, or operations.
At least 5 years in a managerial or director-level position.
Experience in industries such as automotive, electronics, appliances, machinery, or similar technical products.
Skills & Competencies
Strong leadership and strategic planning capabilities.
Deep understanding of service operations, technical service, parts management, and customer support.
Excellent analytical, problem-solving, and decision-making skills.
Strong communication and stakeholder management abilities.
Fluent in English; Vietnamese is an advantage.