SCOPE OF JOB

As the Service Manager, you will be responsible for managing your Service Centre team, ensuring that an exceptional client experience is delivered to VinFast customers during ownership. Your expertise will be relied upon to manage all aspects of the service department, in order to successfully achieve customer satisfaction, revenue, and profitability objectives.

RESPONSIBILITIES AND TASKS Lead a successful Service Centre team comprised of Service Advisors and Technicians, from recruitment, through to management, motivation, development, and retention

Implement corporate processes and standards to ensure customer satisfaction and efficient operations

Manage utilization of mobility solutions

Manage relationships with collision repair network facilities

Instill VinFast loyalty by ensuring an exceptional experience for all customers

Handle and resolve escalated customer complaints

Liaise with VinFast team members from various departments across showroom and corporate head office

Actively manage and improve on all measured performance indicators, including gross sales, profitability, loyalty, CSI

Prepare, administer and adhere to annual operating budgets

Maintain highest possible standards of workmanship and safety

Keep up to date in training by completing all VinFast and any relevant trade-related training and ensure the same for all staff

Oversee administration of warranty claims in compliance with policies and procedures

Execute service, promotional campaigns

Ensures the proper care, storage and inventory of company-owned automotive tools and shop equipment, inclusive of required inspections, certifications

Monitor, maintain and ensure proper charging equipment operation Ensures that facility,



work areas and customer-facing areas are kept clean and well-maintained, at all times

Other duties as assigned WHAT YOU BRING ALONG A minimum of 5 years of service management experience as an automotive Service Manager, or Assistant Service Manager, with a proven track record in customer satisfaction

College Diploma or Trade School Certificate in Automotive Studies, or equivalent

Proficiency in business productivity tools and software (MS Office suite, CRM applications/Salesforce & SAP experience preferred)

Leadership experience, inclusive of coaching teams, implementing process, and goal setting

Possess sound automotive technical background with a strong knowledge of EV, technical/mechanical repairs

Solid interpersonal skills, with excellent written and oral communication skills

Ability to handle and resolve customer issues or concerns promptly and professionally

Valid Driver’s License, clean driver’s abstract/record CHARACTERISTICS & TRAITS Detail oriented, highly organized, and able to multi-task effectively in a fast-paced environment

Can-do mindset with high energy and strong work ethic

Creative problem solver; not afraid to think outside the box, always with customer experience in-mind

Exercises sound judgment

Versatile and adaptable; able to deal well with modifications and changes to operations

Passion for excellence and contributing to the success of the business

Innate curiosity and willingness for continuous learning, flexible to changing priorities, and a desire to create positive memorable experiences for our potential, as well as existing clients

Automotive experience not required, but a plus

Proficiency in business productivity tools and software (MS office suite, Salesforce, CRM applications)

Ability to work evening hours, weekends and holidays

📌 Service Manager, Laval
🏢 VinFast
📍 Laval