Lead the planning, implementation, and governance of global aftersales service operations, including
MBS (Mobile Service), MBC (Mobile Body & Paint), Valet Service
, and other strategic service initiatives across all markets.
Develop partnership strategies; identify, evaluate, and negotiate with service providers to establish collaborations for
EV charging services
in
North America and Europe
.
Oversee the formulation and execution of
defect rectification programs
and
recall campaigns
, ensuring alignment with global standards and timely resolution across markets.
Provide strategic direction and cross-functional coordination to enhance service performance, efficiency, and customer satisfaction.
Direct the end-to-end management of aftersales-related customer complaints, ensuring effective delegation, timely follow-up, and final closure at a high standard of quality.
Lead the resolution of complex or critical aftersales issues that exceed the capabilities of the Customer Call Center, ensuring proper root-cause analysis and long-term corrective actions.
Review and approve
goodwill/support proposals
submitted by regional market teams, guaranteeing consistency, fairness, and optimization of customer-experience outcomes.
Drive collaboration with the Customer Call Center and other internal stakeholders to design and implement
customer experience enhancement programs
, service innovation initiatives, and continuous improvement projects.
Bachelor’s degree in Business Administration, Engineering, Automotive Technology, or related field (Master’s degree is a plus).
8+ years of experience
, including at least
5 years in a managerial or leadership role
within aftersales, or automotive service operations.
Proven ability to lead cross-functional teams and manage multi-market or global service activities.
Strong strategic thinking, problem-solving, and stakeholder management abilities.
Excellent communication and negotiation skills; English proficiency is required.
VinFast - a member of Vingroup – envisioned to drive the movement of the global smart electric vehicle revolution. Established in 2017, VinFast owns a state-of-the-art automotive manufacturing complex with globally leading scalability that boasts up to 90% automation in Hai Phong, Vietnam.
Strongly committed to the mission for a sustainable future for everyone, VinFast constantly innovates to bring high-quality products, advanced smart services, seamless customer experiences, and pricing strategy for all to inspire global customers to jointly create a future of smart mobility and a sustainable planet. Learn more at: https://vinfastauto.com.
