Aftersales Manager (Team Leader)

Our client is a joint venture company dedicated to accelerating Vietnam's energy transition by investing in an end-to-end electric two-wheeler (E2W) mobility solution. They aim to deliver a seamless consumer experience powered by an integrated digital ecosystem.Role OverviewThe Aftersales Manager is accountable for all after-sales outcomes and the parts P&L: the certified service network, parts configuration and supply, warranty and claims, recall execution and the quality loop with the OEM.The role leads a technical team of Vehicle Engineers, a Field Service & Training Specialist and a Warranty & Parts Specialist, and sets the service levels under which the shared Operations desk administers claims, parts orders and registers.The ideal candidate has run after-sales and parts for a two-wheeler, automotive or EV distributor across a dealer network, has handled warranty with an OEM end to end, and can turn operating rules into system-enforced controls.1 - Service Network Capability & CertificationOwn the capability gate for every service point: certified technicians, diagnostic accounts, tools, internet, initial parts kitAccept 2S workshop applications on capability; sign the workshop sub-gate for 3S points; name the service partner for sales-only pointsRun the annual and triggered point audit programme; suspend and reinstate capabilities; raise and clear the service flagExecute the after-sales unwind on dealer termination: capability freeze, open work orders, open claims, parts buy-back at the company's option2 - Parts Configuration, Price Book & Parts BusinessOwn the parts stock configuration by criticality class (levels per part number) and its quarterly review; the CFO signs the configuration and any purchase outside itPrepare the parts price book for Director approval and Finance countersign; approve parts order prices within the delegated limitOwn parts selling and stock clearing: dead-stock list, clearance programmes, write-off requestsSet VOR priority rules with Supply Chain; Supply Chain executes procurement, receipt and shipping3 - Warranty, Claims & GoodwillOwn the claim policy: point tiers (Probation, Steady, Flagged), thresholds, post-audit; approve claims above the adjudication thresholdIssue the weekly payment report to points and the monthly OEM claim batch through the Service Admin; own the reconciliation outcome and the technical dispute decisionApprove goodwill within the delegated limit; confirm parts and warranty debt-gate exception requests before the DirectorAssess repeat-fault cases with Legal and bring them to the Director and CEO4 - Recall, TSB & Quality LoopOwn every recall campaign: opening, regulator filing with Legal, stop-sale on unsold VINs, parts reservation, completion tracking and closure reportingApprove technical service bulletins written by the Vehicle Engineers; ensure acknowledgement across the networkSend the monthly quality report to the OEM; drive parts-master corrections and configuration changes from field dataDeliver per-point after-sales values to the dealer scorecard before the monthly lock; report the parts and service P&L to the Director5 - Vehicle Inbound, PDI, Internal Repairs & Dealer-stock Battery CareAssign Vehicle Engineers to inbound checks and pre-dispatch PDI; decide RMA claims on inbound defectsDecide repair on transit-damaged and returned units; approve internal repair cost within the delegated tierSchedule battery-care visits to dealer stock from the dispatch-date clock; enforce the consigned-stock recall rule on missed visitsOwn the demo and test-ride fleet technical condition and retirement proposals6 - Team, Service Levels & After-sales SystemsLead and roster the Vehicle Engineers, the Field Service & Training Specialist and the Warranty & Parts Specialist across warehouse, field and desk dutiesSet and review the after-sales service levels (claim batch timing, payment report cycle, recall tracking, parts desk) delivered by the Service Admin under the Operations ManagerAct as business owner for the after-sales modules of the DMS: work order, claims, parts orders, recall, certification; sign requirements and acceptance testsMaintain the after-sales operating process, forms and parameters; propose changes through the DirectorQualification 8-12 years in after-sales service and spare parts for a two-wheeler, automotive or EV brand, including at least 3 years managing a dealer or workshop network in VietnamProven end-to-end warranty ownership with an OEM: claim policy, adjudication tiers, batch submission, reconciliation, recoveryParts planning and parts business experience: stock configuration by criticality, fill rate, dead stock, price bookRecall or field-campaign execution with regulator filing is an advantageTechnical background in vehicle or high-voltage systems; able to lead engineers and judge technical disputesHands-on experience with a dealer management system or service management system; able to write requirements and acceptance testsStrong control mindset: separation of duties, delegated limits, audit trailGood written and spoken English and VietnamesePersonal AttributesAccountable for outcomes and numbersTechnically credible with engineers and dealersDisciplined in rules, thresholds and documentationCalm under customer and dealer pressureBuilds from the ground up in a start-up environment