Aftermarket & Service Manager

A. WHAT YOU WILL DO WHILE WOWING WITH US:

JOB OBJECTIVE:

Manage and comprehensively develop the aftermarket and technical service sector for B2B customers, including maintenance, repair, spare parts supply, and technical support. Ensure efficient equipment operation and prompt service to enhance customer experience and build long-term relationships.
Lead service operations as a Profit Center, implementing service strategies to retain customers and increase aftermarket revenue. Focus on standardizing processes, management tools, and building a highly skilled technical team in Vietnam.

KEY RESPONSIBILITIES:

1. Managing Aftermarket Technical Service Operations:

• Organize and manage all aftermarket technical activities: regular maintenance, on-site repair, warranty, and equipment usage consulting.

• Develop and implement industry-specific service programs (factories, hotels, logistics, shopping centers, etc.).

• Ensure service quality and response time according to customer commitments.

• Establish an effective service management system: request handling, technician assignment, progress tracking, and result reporting.

2. Managing the Technical Team:

• Recruit, train, and develop field technicians.

• Evaluate the performance of technical staff and propose adjustments when necessary.

• Train technicians in customer service skills and adherence to service procedures.

3. Coordination & Sales Support:

• Collaborate with the Sales Department to provide technical support before, during, and after sales.

• Participate in surveys and propose suitable technical solutions for each customer/business.

• Propose value-added service packages (comprehensive maintenance, warranty extension, equipment upgrades) to enhance customer value and increase aftermarket revenue.

4. Managing Spare Parts & Technical Materials:

• Manage spare parts inventory efficiently to promptly meet maintenance and repair needs.

• Coordinate with the purchasing department and manufacturers to order parts accurately and on time.

5. Service Operations Improvement & Efficiency Management:

• Analyze service data (failure rates, response times, operating costs) to identify improvement opportunities.

• Regularly prepare service activity reports and suggest cost optimization and efficiency improvement measures.

• Implement new tools and processes to enhance operational capacity and customer satisfaction.

• Ensure service quality and customer satisfaction according to KPIs and company standards.

• Effectively manage the service department's P&L: monitor service revenue and operational costs, optimize resources to ensure profitability.

• Develop financial plans and provide periodic reports to management.

6. Service Sales Management:

• Develop strategies and execute service sales programs to increase revenue from the aftermarket market.

• Offer diverse service packages such as maintenance, equipment upgrades, and warranty extensions to existing customers.

• Establish and maintain strong relationships with corporate clients, promoting revenue growth from post-sales services.

• Track and report the effectiveness of service sales activities, adjusting strategies to match market conditions.

B. YOU WILL WOW US IF YOU BRING THE FOLLOWING KNOWLEDGE AND SKILLS:

• Bachelor's degree in Engineering (Mechatronics, Electrical, Automation, etc.).

• At least 5 years of experience in technical aftermarket services, preferably in industrial equipment.

• Minimum of 2 years in a managerial role within technical or service teams.

• Strong understanding of equipment maintenance processes, field technical services, and comprehensive aftermarket operations.

• Excellent team management, problem-solving, multi-department coordination, and customer-oriented mindset.

• Ability to analyze service data and improve processes.

• Good communication skills in English (mandatory).

• Proficiency in office software, CRM, and service management software is a plus.

C. OUR WOW POLICY:

• Competitive base salary + attractive performance bonuses.

• Full insurance coverage as per legal regulations.

• Opportunity to work in a professional, dynamic environment with career advancement potential.

• Continuous training to enhance skills and product knowledge.

• Other welfare policies as regulated by the company.