Executive Successor (Aftersales) - VinFast US
About the role
The Aftersales Leader will build, lead, and scale VinFast's aftersales operations in the US. This role ensures excellent customer satisfaction, operational excellence of EV service workshops, and a robust aftersales ecosystem aligned with VinFast's global standards.
Key Responsibilities
Aftersales Strategy & Leadership - Develop and execute the overall aftersales strategy for VinFast US in line with business growth and network expansion plans. Define service models, operating standards, KPIs, and SLAs for EV aftersales operations.
Service Workshop Operations (EV-Focused) - Establish and manage VinFast-owned and authorized EV service workshops. Ensure compliance with EV-specific standards, including high-voltage safety, battery diagnostics and repair, software/OTA updates, and advanced electronic diagnostics. Continuously improve workshop productivity, quality, and customer experience.
Dealer & Partner Network Management - Recruit, onboard, and manage authorized service partners and dealers nationwide. Implement certification programs, audits, and performance reviews for service partners.
Spare Parts & Supply Chain - Oversee spare parts planning, inventory management, logistics, and distribution to ensure parts availability and cost efficiency.
Warranty & Customer Support - Manage warranty policies, claims handling, and escalation processes. Oversee customer service operations including roadside assistance and 24/7 support services. Drive customer satisfaction (CSAT) and loyalty initiatives.
Training & Capability Development - Build and lead technical training programs for EV technicians, service advisors, and dealer teams. Ensure continuous capability development in EV technologies, battery systems, and safety standards.
Financial & Performance Management - Manage aftersales budget and P&L. Monitor and report key KPIs such as repair turnaround time, repeat repair rate, workshop efficiency, CSAT, and service network coverage.
Compliance & Safety - Ensure all aftersales operations comply with local regulations, environmental standards, and VinFast global policies.
Requirements
Mandatory: Bachelor’s degree in Automotive Engineering, Electrical/Electronics Engineering, Mechanical Engineering, Business Administration, or related fields. Minimum 8–12 years of experience in automotive aftersales, with at least 5 years in a senior management role (Aftersales Head, Service Director, Operations Director, etc.). Strong hands-on experience in EV aftersales or EV service workshop management (high-voltage systems, batteries, electric motors, inverters, OTA/software diagnostics). Proven experience in building and managing dealer/service workshop networks. Strong leadership, operational, and financial management skills (P&L, KPI-driven).
Preferred / Advantage: Experience with global OEMs or premium automotive brands. EV safety or high-voltage certification. Experience with digital aftersales systems (DMS, CRM, workshop management systems). Strong local market knowledge and supplier network in the US.
Benefits
Competitive salary package with performance-based bonuses. Opportunity to be part of a fast-growing global EV brand. Exposure to cutting-edge EV technologies and international working environment. Clear career development opportunities within VinFast’s global organization.