Executive Successor - Aftersales Director

Aftersales Strategy & Leadership

• 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.

RequirementsQualifications

• 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.