Job Description

Service Operations & Technical Support

• Manage installation, maintenance, warranty, and repair services.
• Ensure timely service delivery and compliance with company and safety standards.
• Improve service processes and technician scheduling.
• Resolve escalated customer complaints and complex technical issues.
• Provide technical guidance and coordinate with HQ, manufacturers, and suppliers.

Team Management & Performance Control

• Recruit, train, coach, and evaluate service staff.
• Set KPIs, monitor team performance, and develop technical service team capability.
• Monitor service KPIs and prepare performance reports and improvement plans.
• Support product launches and ensure service readiness.

Spare Parts & Cross-functional Collaboration

• Monitor spare parts inventory, forecast demand, and ensure critical parts availability.
• Improve inventory accuracy and control obsolete stock and costs.
• Coordinate with Sales, Supply Chain, Finance, Marketing, and Customer Service to improve service performance and customer experience.

Job Requirement

Education & Experience

• Bachelor’s degree in Engineering or a related field.
• At least 5 years of technical service or after-sales experience, including 3 years in team management.

Skills & Competencies

• Strong leadership, analytical, problem-solving, and customer-service skills.
• Proficient in Microsoft Office and ERP systems.
• Dynamics 365 experience is an advantage.
• Strong ability to manage nationwide technical service operations and service performance.
• Good coordination skills with internal departments, HQ, manufacturers, and suppliers.

Language / Other Requirements

• Language requirement: Not specified.
• Able to manage technical service teams in Ho Chi Minh City and Hanoi.
• Able to coordinate nationwide installation, maintenance, warranty, repair, spare parts, and technical support operations.

Personality & Attitude

• Customer-focused and service-quality oriented.
• Responsible, proactive, and solution-driven.
• Strong ownership in KPI achievement and team development.
• Professional in handling escalated complaints and complex technical issues.