Head of After-Sales Service Quality Control at VinFast Auto Canada Inc

Hà Nội, , Vietnam -

Full Time

Start Date

Immediate

Expiry Date

25 Mar, 26

Salary

0.0

Posted On

25 Dec, 25

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Quality Control, Customer Experience, Service Quality, Leadership, Analytical Skills, Problem-Solving, Communication, Stakeholder Management, Automotive Technology, Quality Management Systems, Repair Quality, Customer Satisfaction, Training, Corrective Actions, Data Analysis, Regulatory Compliance

Industry

Motor Vehicle Manufacturing

Description

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 VinFast’s 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 Bachelor’s degree in Engineering, Automotive Technology, Quality Management, or a related field (Master’s degree is a plus). Minimum 8–10 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.

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Responsibilities

The Head of After-Sales Service Quality Control is responsible for developing and improving service quality standards and monitoring service performance across the network. This role includes conducting audits, analyzing data, and leading initiatives to enhance customer satisfaction and service quality.