Job Description

SCOPE OF JOB
As the Service Manager, you will be responsible for managing your Service Centre team, ensuring that an exceptional client experience is delivered to VinFast customers during ownership. Your expertise will be relied upon to manage all aspects of the service department, in order to successfully achieve customer satisfaction, revenue, and profitability objectives.

RESPONSIBILITIES AND TASKS
• Lead a successful Service Centre team comprised of Service Advisors and Technicians, from recruitment, through to management, motivation, development, and retention
• Implement corporate processes and standards to ensure customer satisfaction and efficient operations
• Manage utilization of mobility solutions
• Manage relationships with collision repair network facilities
• Instill VinFast loyalty by ensuring an exceptional experience for all customers
• Handle and resolve escalated customer complaints
• Liaise with VinFast team members from various departments across showroom and corporate head office
• Actively manage and improve on all measured performance indicators, including gross sales, profitability, loyalty, CSI
• Prepare, administer and adhere to annual operating budgets
• Maintain highest possible standards of workmanship and safety
• Keep up to date in training by completing all VinFast and any relevant trade-related training and ensure the same for all staff
• Oversee administration of warranty claims in compliance with policies and procedures
• Execute service, promotional campaigns
• Ensures the proper care, storage and inventory of company-owned automotive tools and shop equipment, inclusive of required inspections, certifications
• Monitor, maintain and ensure proper charging equipment operation
• Ensures that facility, work areas and customer-facing areas are kept clean and well-maintained, at all times
• Other duties as assigned
WHAT YOU BRING ALONG
• A minimum of 5 years of service management experience as an automotive Service Manager, or Assistant Service Manager, with a proven track record in customer satisfaction
• College Diploma or Trade School Certificate in Automotive Studies, or equivalent
• Proficiency in business productivity tools and software (MS Office suite, CRM applications/Salesforce & SAP experience preferred)
• Leadership experience, inclusive of coaching teams, implementing process, and goal setting
• Possess sound automotive technical background with a strong knowledge of EV, technical/mechanical repairs
• Strong interpersonal skills, with excellent written and oral communication skills
• Ability to handle and resolve customer issues or concerns promptly and professionally
• Valid Driver’s License, clean driver’s abstract/record
CHARACTERISTICS & TRAITS
• Detail oriented, highly organized, and able to multi-task effectively in a fast-paced environment
• Can-do mindset with high energy and strong work ethic
• Creative problem solver; not afraid to think outside the box, always with customer experience in-mind
• Exercises sound judgment
• Flexible and adaptable; able to deal well with modifications and changes to operations
• Passion for excellence and contributing to the success of the business
• Innate curiosity and willingness for continuous learning, flexible to changing priorities, and a desire to create positive memorable experiences for our potential, as well as existing clients
• Automotive experience not required, but a plus
• Proficiency in business productivity tools and software (MS office suite, Salesforce, CRM applications)
• Ability to work evening hours, weekends and holidays