Job description
Technical Service Management
- Lead and manage after-sales technical service activities for VinFast electric vehicles.
- Provide technical guidance and support to authorized dealers, service centers, and field service teams.
- Manage the diagnosis, investigation, and resolution of complex vehicle technical issues, including recurring failures and critical field cases.
- Develop and implement technical service procedures, diagnostic guidelines, repair instructions, and troubleshooting standards.
- Ensure technical service activities comply with company policies, quality standards, and applicable automotive safety requirements.
EV Technical Support and Problem Resolution
- Oversee technical troubleshooting and issue resolution related to high-voltage battery systems, electric drive systems, power electronics, charging systems, thermal management, vehicle electronics, and software-related issues.
- Coordinate root cause analysis (RCA) and corrective/preventive action plans for technical problems identified in the field.
- Work with R&D, Engineering, Quality, and Manufacturing teams to address product issues and improve vehicle reliability.
- Support technical campaigns, service bulletins, software updates, and field quality improvement initiatives.
- Escalate critical safety-related issues and coordinate timely containment and resolution measures.
Service Network Development
- Develop and maintain technical support standards, service processes, and operational guidelines for the service network.
- Assess the technical capability of service centers and identify areas for improvement.
- Organize and deliver technical training programs for service advisors, technicians, workshop supervisors, and technical specialists.
- Develop technical documentation, knowledge-sharing materials, and troubleshooting databases to improve first-time fix rates.
- Support the implementation of new diagnostic tools, EV repair technologies, and service solutions.
Warranty and Quality Improvement
- Collaborate with Warranty and Quality teams to analyze warranty claims, failure trends, repair costs, and recurring technical issues.
- Monitor field quality performance and recommend actions to reduce repeat repairs and unnecessary warranty expenses.
- Ensure technical investigations are properly documented and corrective actions are implemented effectively.
- Contribute to continuous improvement initiatives to enhance vehicle reliability, service efficiency, and customer experience.
Performance Management and Reporting
- Define and monitor technical service KPIs, including first-time fix rate, repeat repair rate, technical case resolution time, warranty-related indicators, and customer satisfaction.
- Analyze technical service data and prepare regular performance reports for senior management.
- Lead technical service projects and improvement initiatives to achieve business objectives.
- Manage team performance, resource allocation, and capability development to ensure effective technical support operations.
Cross-Functional Collaboration
- Act as the key technical interface between the after-sales organization and internal technical departments.
- Coordinate with regional and international teams, where applicable, to exchange technical knowledge and implement global best practices.
- Provide technical feedback from the field to support product development, design improvement, and future vehicle launches.
Requirements
Education
- Bachelor's degree or above in Automotive Engineering, Mechanical Engineering, Electrical Engineering, Mechatronics, Electronics, or a related technical field.
Experience
- Minimum 3–5 years of experience in automotive after-sales service, technical support, vehicle engineering, or automotive service operations.
- Experience working with electric vehicles, hybrid vehicles, or automotive electrical and electronic systems is strongly preferred.
- Experience supporting dealer networks, service centers, or multi-site technical operations is an advantage.
- Experience with automotive OEMs, authorized service networks, or international automotive brands is preferred.
Technical Competencies
- Strong knowledge of automotive diagnostics, vehicle electrical/electronic systems, and workshop repair processes.
- Good understanding of EV architecture, high-voltage battery systems, electric motors, power electronics, charging systems, and battery thermal management.
- Familiarity with diagnostic equipment, diagnostic software, vehicle communication networks such as CAN, and vehicle software troubleshooting.
- Knowledge of root cause analysis methodologies and problem-solving tools, such as 5 Whys, Fishbone Analysis, 8D, and FMEA.
- Understanding of warranty processes, field quality management, technical service documentation, and continuous improvement practices.
- Knowledge of high-voltage safety procedures and relevant automotive safety standards.
Management and Leadership Skills
- Strong leadership, team management, coaching, and technical decision-making skills.
- Excellent analytical, problem-solving, and troubleshooting capabilities.
- Ability to manage multiple technical cases and projects in a fast-paced environment.
- Strong communication and stakeholder management skills.
- Ability to work effectively with cross-functional and international teams.
Language and Other Requirements
- Good command of English for technical documentation, reporting, meetings, and cross-functional communication.
- Vietnamese proficiency is required for effective coordination with local service teams and stakeholders.
- Willingness to travel to service centers, dealers, and other operational locations when required.