Head of After-Sales Service Quality Control

Hanoi - Vietnam

Monthly Salary: Not Disclosed

Posted on: 30+ days ago

Vacancies: 1 Vacancy

Job Summary

VinFast is seeking a Head of After-Sales Service Quality Control to lead and continuously improve the quality of after-sales services across our nationwide and global service network. This role is responsible for establishing quality standards monitoring service performance driving corrective actions and ensuring an exceptional customer experience that aligns with VinFasts brand promise and global automotive standards.

Key Responsibilities

Develop implement and continuously improve after-sales service quality standards policies and procedures across service centers and dealer networks.
Establish and manage quality control systems to monitor service performance repair quality turnaround time and customer satisfaction.
Conduct regular audits inspections and assessments of service operations to ensure compliance with VinFast standards and regulatory requirements.
Analyze service quality data customer feedback and warranty claims to identify root causes trends and improvement opportunities.
Lead cross-functional initiatives with After-Sales Operations Technical Training and Customer Experience teams to drive service quality improvements.
Define and track key quality KPIs (e.g. repair accuracy first-time fix rate repeat repair rate customer satisfaction scores).
Manage corrective and preventive action plans (CAPA) and ensure timely and effective implementation.
Oversee service quality training programs in collaboration with the Training team to enhance technical and service capabilities.
Act as a key escalation point for critical service quality issues and customer complaints.
Prepare regular quality performance reports and present insights and recommendations to senior management.
Lead coach and develop the Service Quality Control team to build a strong quality-driven culture.

Requirements

Bachelors degree in Engineering Automotive Technology Quality Management or a related field (Masters degree is a plus).

Minimum 810 years of experience in after-sales service quality control or customer service within the automotive or manufacturing industry.

Proven experience in a managerial or leadership role preferably in service quality or after-sales operations.

Strong knowledge of automotive service processes quality management systems and customer experience standards.

Experience working with quality tools and methodologies (e.g. PDCA Root Cause Analysis Six Sigma ISO standards).

Excellent analytical problem-solving and decision-making skills.

Strong leadership communication and stakeholder management abilities.

Fluent in English (spoken and written); Vietnamese is an advantage.

Willingness to travel domestically and internationally as required.

Benefits

Be part of a fast-growing global automotive brand with a bold vision for sustainable mobility.
Work in a dynamic innovative and international environment.
Opportunity to shape and elevate after-sales service quality at a global scale.
Competitive compensation and benefits package.

Job SummaryVinFast is seeking a Head of After-Sales Service Quality Control to lead and continuously improve the quality of after-sales services across our nationwide and global service network. This role is responsible for establishing quality standards monitoring service performance driving correc...

Job Summary

Key Responsibilities

Develop implement and continuously improve after-sales service quality standards policies and procedures across service centers and dealer networks.
Establish and manage quality control systems to monitor service performance repair quality turnaround time and customer satisfaction.
Conduct regular audits inspections and assessments of service operations to ensure compliance with VinFast standards and regulatory requirements.
Analyze service quality data customer feedback and warranty claims to identify root causes trends and improvement opportunities.
Lead cross-functional initiatives with After-Sales Operations Technical Training and Customer Experience teams to drive service quality improvements.
Define and track key quality KPIs (e.g. repair accuracy first-time fix rate repeat repair rate customer satisfaction scores).
Manage corrective and preventive action plans (CAPA) and ensure timely and effective implementation.
Oversee service quality training programs in collaboration with the Training team to enhance technical and service capabilities.
Act as a key escalation point for critical service quality issues and customer complaints.
Prepare regular quality performance reports and present insights and recommendations to senior management.
Lead coach and develop the Service Quality Control team to build a strong quality-driven culture.