Service Quality Specialist
Vietnam Suzuki Corporation
Job Description
Responsible for planning and implementing technical training for after-sales service personnel and providing technical support to the nationwide dealer network. Ensuring the quality and expertise of the technical team at dealerships to enhance customer satisfaction. Assisting in handling warranty issues and technical complaints to achieve service KPI targets.
A. MAIN DUTIES:
1. Training Activities
• Survey needs, plan, and implement technical training for personnel at automobile, motorcycle authorized dealers according to the SSQS training program.
• Develop and promulgate copper paint repair procedures, productivity, norms, and professional skills of technicians.
• Ensure training is effective and of high quality, aligning with company objectives.
2. Technical Activities
• Participate in developing and issuing processes, regulations and standards related to service operation at the dealers.
• Control body and paint repair operations at the dealers.
• Management of technical support activities, documentation, and Body & Paint repair experience.
• Develop a training plan to enhance the capacity of body and paint technicians at dealers.
• Support and develop value-added service about car care service for dealers.
• Providing guidance and support to dealers to resolve technical issues.
3. Customer Service & Complaint Handling
• Coordinate and respond promptly and effectively to customer inquiries and complaints.
• Ensure the provision of high-quality repair and maintenance services and enhance customer satisfaction and service retention.
4. Mentoring colleagues: Guiding team members on the knowledge and skills needed to perform the job.
5. Interdepartmental Collaboration
• Coordinate with other departments to support after-sales strategy.
• Contribute to company-wide initiatives as required.
6. Compliance and Risk Management
• Ensure compliance with relevant laws, regulations, and internal policies.
• Monitor risks and proactively implement corrective actions.
7. Performance Evaluation and Improvement
• Periodically assess the technical capabilities of dealers.
• Implement productivity and quality improvements to increase customer satisfaction.
8. Others: Perform additional tasks assigned by the Team Leader, Department Head, and Service Manager.
=> Report to: Service Manager
1. Education: College or university degree in Automotive Engineering, Automotive Technology, Mechanical Engineering, or other related technical majors.
2. Work Experience: At least 3–5 years of experience in after-sales service, automotive technical operations, or service quality management/customer care at automotive dealerships. Candidates with experience in technician training or technical support for dealer networks are preferred.
3. Professional Knowledge: Strong understanding of automotive repair and maintenance processes; knowledge of body & paint operations, technical complaint resolution, and service quality standards. Able to develop procedures, technical standards, and guidance documents.
4. Technical Competencies: Ability to assess training needs, plan and deliver technical training. Strong skills in fault analysis, technical problem-solving, technician capability assessment, and recommending productivity/quality improvements.
5. Soft Skills: Good communication, presentation, and coaching skills; ability to coordinate effectively with dealers and relevant departments. Strong problem-handling, customer complaint resolution, and teamwork capabilities.
6. Language: Ability to read and understand technical documents in English; good English communication skills are an advantage.
7. Computer Skills: Proficient in Microsoft Office (Word, Excel, PowerPoint); candidates with the ability to prepare reports, summarize data, and develop training materials are preferred.
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