Service Manager, Laval

About VinFast

VinFast is Vietnam’s leading manufacturer of premium automobiles and has achieved its initial goal of being #1 in all competing segments of domestic car retail in less than 2 years. Now, in 2024 we embark on our next mission - global expansion with the launch of our all-Electric smart SUV model line-up starting in Canada, USA and Europe. VinFast is one of the largest auto manufacturers in South East Asia with world-class equipment and infrastructure, with a capacity of up to 500,000 cars per year. We have partnered with global leading automotive suppliers in manufacturing and engineering and enlisted the world-renowned Italian design house Pininfarina to design both the exterior and interiors of our entire model line. VinFast is proud to produce vehicles with superior craftsmanship, the highest safety standards, and intelligent infotainment that compete with leading Asian, European and American OEMs. VinFast also supports its owners with an exceptional, seamless customer experience in both sales and aftersales.

VinFast Auto Canada Inc. an OEM distribution company with a Direct-to-Consumer business model, has an ambitious growth strategy planning rapid retail and aftersales facility expansion in Canada over the next 12 months. Our management team is now looking for talented individuals from the automotive, retail consumer products, and technology industries to assist in this endeavor. Our top applicants will possess an entrepreneurial mindset, be a creative problem solver, have an incredible work ethic and thrive in a start-up environment.

VinFast and VinFast Auto Canada Inc. are subsidiaries of Vingroup, one of the largest private conglomerates in Asia with a market capitalization of C$20 billion. As a multi-sector corporation, Vingroup focuses on three main areas: Technology, Industrials, and Real Estate.

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
• Strong 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
• Flexible 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

WHAT WE OFFER

• A modern, professional environment where you’ll work with and learn from highly specialized and dedicated experts from all over the world.
• Competitive and equitable salaries that recognize your experience and expertise.
• Generous group insurance benefit package to employees and their eligible dependents.
• Wellness Spending Account to promote an active lifestyle and a healthier workforce.
• A flexible working culture enabling our employees to adjust their work hours and schedules, whenever possible, that accommodates and respects your personal commitments, balanced with business needs.
• An RRSP contribution program to support our employees in planning and managing their financial well-being into the future.

Join us on our adventure to reach new horizons with endless excitement: Because when everything feels possible, changing mobility for all becomes achievable!

At VinFast Canada, we are committed to creating and preserving an accessible, welcoming, supportive, fair, and inclusive environment. Accommodations are available to support prospective employees during the recruitment and hiring process. Should you require any accommodations, please advise us in advance so that we can work with you to find suitable accommodation.