ABOUT VINDYNAMICS:
At VinDynamics, we design safe, affordable, and intelligent humanoid robots to assist in everyday life — robots for everyone. Backed by Vingroup, Vietnam’s leading technology conglomerate, we are on a mission to make advanced robotics accessible, reliable, and beneficial for billions of people worldwide. By combining cutting-edge AI, world-class engineering, and human-centered design, we aim to seamlessly integrate robots into daily life — enhancing safety, productivity, and happiness at home and beyond.
Job Summary:
We are looking for an experienced After-Sales Expert to build and establish our after-sales operating system. This role will be responsible for designing and standardizing key processes across spare parts, warranty, maintenance, technical service, product issue management, and customer feedback. The ideal candidate has a strong technical background, excellent problem-solving skills, and proven experience in building operational processes from the ground up.
Job Description:
- Develop and manage the spare parts, components, and after-sales materials catalog.
- Design and standardize core processes for:
After-sales warehouse & inventory management
Warranty and maintenance
Technical service coordination
Product issue and failure management
- Establish a structured customer feedback and product issue management system.
- Lead root-cause analysis (RCA) and corrective/preventive actions with Engineering and Product teams.
- Develop the project handover process from Deployment to After-Sales, ensuring complete technical documentation and service readiness.
- Establish SLA, KPI, escalation, and reporting mechanisms for after-sales operations.
- Develop and maintain the complete After-Sales Operating Procedures for BOD review and approval.
- Continuously improve after-sales performance based on operational data, product issues, and customer feedback.
Competency Requirements:
- Bachelor’s degree in Engineering, Electrical/Electronics, Mechanical, Mechatronics, Automation, or a related field.
- Proven experience in After-Sales, Technical Service, Field Service, Warranty, Maintenance, or Technical Operations.
- Strong technical knowledge with the ability to understand and troubleshoot product-related issues.
- Demonstrated ability to design and implement processes from scratch.
- Strong analytical and problem-solving skills; knowledge of RCA, CAPA, 8D, or FMEA is a plus.
- Fluent English communication, with confidence in technical discussions, meetings, and written communication.
- Strong ownership, structured thinking, and cross-functional collaboration skills.
- Comfortable working in a fast-paced environment and building systems in an evolving organization.
Benefits:
- Competitive salary based on qualifications and experience.
- Performance review and career development opportunities.
- Full social insurance and statutory benefits in accordance with Vietnamese Labor Law.
- Comprehensive company welfare and employee benefit programs.
- Professional, collaborative, and technology-driven working environment.
- Opportunities to work with advanced robotics and warehouse automation systems.
- Continuous learning and professional development through internal training programs.
