Customer Service Manager

Automative, Ho Chi Minh

Job Description

  • Build up service policy, instructservice staff for discipline, safety, dealership standard in the workshop
  • Analyzing the service market potential and insuring exploitation of that potential
  • Planning budget for after sales business
  • Optimizing the service process ofcompany. Organizing and checking recall campaign, warranty, goodwill.
  • Surveying and evaluating regional market and providing relevant information for the Service department.
  • To insure compliance with regulations governing safety at work and accident prevention.
  • Be responsible for planning and implementation of personal requirement and motivation service personnel.
  • Handling customers complains, customers relationships.
  • To implement and achieve the service goals, increase repair and customer's care quality, service loyalty.
  • Training, coaching Service staffs technical & non-technical courses.
  • To promote and assess suggestions for improvement in the Service department.
  • Accomplishing internal workshop tests and find out improvements to raise service quality.
  • Accomplishing regular internal quality measures.
  • Checking proper handling and storage of waste products and materials in accordance with waste-disposal regulations.
  • To monitor adherence to environmental protection and waste-disposal regulations.
  • To create separate flow charts and checklists for the Service department in order to optimize processes.
  • To deploy performance-related bonus systems in the Service department, payments to company, forwarding agent & transportation service.

Requirements

  • Bachelor Degree in engineering pedagogy or equivalent level of professional training.
  • At least 7 years of experience in the Automotive or related industry.
  • Minimum 3 years of relevant experience in Management Position on wholesale and retail levels e.g, Service Manager.
  • Specific knowledge & Clear focus on After Sales Business Management, dealer development, and all aspects of the after sales operations including; staff development programs, training, warranty and a clear focus on customer care.
  • Have an understanding of key KPI’s.