Aftersales Manager

Company brief
The Rising Star – S.E.A (Southeast Asia) – subsidiary of The Rising Star Korea is now opening
in Vietnam. TRS SEA appears to offer you solutions for employers’ workforce and raise up
candidates more and more with attractive high-level job opportunities. Along with hunting
services, to make us stand out of the crowd, we will deliver our unique and fantastic platform
(app using mostly) that can facilitate the manpower searching process.
Our client is looking for an Aftersales Manager working in Hanoi to ensure that the work is
professionally completed.
Company’s Information:
- Field: Mobility
- Working Location: Hanoi

Overall
● Manages the Aftersales teams to deliver an outstanding customer experience,
following the Brand of Service Experience Framework (SEF) and Customer First
Principles.
● Ensure high level of Service Market Exploitation (SME) and loyalty through offering
high-quality repairs and customer care.
● Attain the highest possible exploitation of parts and accessory potential.
● Manages all activities of workshop including facility, HSE, 5S to comply with local
regulation and internal procedure
● Other necessary assignments from DP and CSD

Responsibilities
Manages Performance

http://www.r-star.co.kr/
 ● Manages the performance of the Aftersales teams to ensure the delivery of the brand
service
● Experience Framework and the achievement of key targets (e.g. revenue,
throughput, profit…)
● Monitors the performance of the team against given Aftersales KPIs, using the
composite and dealer information to track performance and identify opportunities
for improvement
● Personally demonstrates the Customer First Principles, leads their implementation
by the Aftersales teams and manages any non-compliance area
● Drives a culture of team-working across the Service& Parts, Sales and other teams to
deliver an outstanding customer experience
Manages the team
● Monitors the day-to-day performance and training of each member of the Aftersales
teams, provides feedback on their performance and manages any underperformance
● Coaches individuals to develop their knowledge of products, technologies or
systems, improve their customer-handling skills and ensure that they complete the
training provided by brand for their role. Arranges informal training sessions for the
teams as required
● Implements the approach to reward and recognition for the Aftersales teams, in line
with the Company policy and makes proposal on individual award
● Manages succession into key roles to develop talented individuals (e.g. Technicians,
Service Advisor, Senior Service Advisor, Parts Supervisor, Workshop foreman,
Service Admin)
● Cooperate with HR to organize activities (e.g. team events) to build team spirit and
engagement

http://www.r-star.co.kr/
 ● Communicates with the team to share information on the brand, the Company group
and the Aftersales functions (e.g. product launch plans, Retailer business plans,
Aftersales team performance)
Oversees Key Activities
● Ensures that Revenue, Profit, Customer satisfaction plan are well managed and
implement at all levels within Retailer Aftersales operation
● Oversees all CRM activities including CXP, CEIP and talks to customers to resolve
escalated complaints to maintain customer satisfaction with the brand. Manages
escalated Goodwill issues in accordance with guidelines.
● Coordinate with CS parts to ensure that parts purchase and retail (for both over WS
or over counter) plans are properly maintained and identifies ways to improve the
availability of parts for the Workshop where possible.
● Manages levels of new or obsolescent stock
● Oversees the processing of warranty claims to ensure they comply with the
Warranty Policy and Procedures Manual
● Manages the internal audit against Retailer Standards using the DSAT, ASAP and
advice process and makes improvements in order to improve compliance
● Sets up and manages sub-contracted services (e.g. brake disc, wheel alloy latching)
to ensure they deliver Retailer Standards, customer satisfaction and planned at
profitability levels
● Co-ordinate with CS marketing to implement all marketing activity for the Aftersales
teams to maintain contact with current and lapsed customers and bring in new
business (e.g. by calling lapsed customers to arrange a service appointment, discuss
trade sales, recommend value added service)
● Ensures that all company’s assets within given duties are well record, maintain and
always keeping at good condition following manufacturer standard and internal PM
schedule

http://www.r-star.co.kr/
 ● Leads all Health-Safety-Environment (HSE) and 5S activities for the Aftersales teams
to maintain contact with other functions within the Company group and local
authorities on behalf of the company to handle any issues related to HSE
● Lead and maintain fire fighting prevention & protection at WS area to comply with
local regulation. Liaise with local authorities contact to implement annual
firefighting practical, training and/or system assessment
● Ensure no overdue debt from insurance companies
Develop the Business
● Maintains a good understanding of the Aftersales operations of competitors –
particularly premium competitors in the local area
● Works with the Dealer principal, Customer service director to develop short term
targets and medium-term plans for the Retailer’s Aftersales operations
● Implements the company marketing initiatives and develops Retailer own marketing
activity to drive service sales.
● Leads and supports prospecting activity aimed at identifying new Service customers
● Understands opportunities for Trade sales in the local market.
● Leads and supports marketing and prospecting activity aimed at identifying new
Trade Sales customers
Drives Improvement
● Organizes regular Aftersales team meetings (daily, weekly, monthly) to review KPIs
and identify weakness area, point out corrective action and tracking improvements
● Works with Dealer Principal, Customer Service Director to review and improve the
performance of the Aftersales teams
● Takes a proactive approach to identify any recurring problems which affect the
customer experience.
● Leads or supports projects to deliver continuous improvement to ways of working

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 ● Helps the team to adapt to growth and change (e.g. new facilities, new products, new
systems)

Requirements
● Diploma/ Bachelor degree

● 2-3 years of experience as a After Sales Manager in retail Car sales

● Experience of supervising and directing people and other resources to achieve

specific end results within limited time frames. Experience of managing a diverse
range of teams within an OEM environment.

● Good knowledge of the automobile industry

● Good English

● Good Leadership, Management skill

● Good time management skills with the aptitude of meeting all targets

● Driving license

Benefits:
● Salary: Up to 50-55M gross

● Pay full salary insurance and vacation regimes according to regulations.

● Training and team building activities.

Applicants who is interested in this vacancy can send your updated profile to:
- Email: diepnguyen@r-starsea.cocom (Ms Diep)
- Phone number: 0374118602
- Profile on LinkedIn: https://www.linkedin.com/in/nguyen-diep-64963b166/

http://www.r-star.co.kr/