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.
KEY RESPONSIBILITIES:
- Develop and manage the spare parts team, regulations, components, and after-sales materials catalog.
- Plan spare parts demand, stock levels, replenishment, and inventory optimization.
- Monitor inventory accuracy, turnover, aging, and obsolete parts; recommend actions.
- Coordinate with Purchasing, Supply Chain, Warehouse, Engineering, and Suppliers to secure spare parts.
- Design and standardize core processes for:
- After-sales warehouse & inventory management
- Warranty and maintenance
- Technical service coordination
- Product issue and failure management
- Define process ownership, RASIC, approvals, escalation, SLA, and key controls.
- 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, first-time fix, failures, warranty cost, inventory, backlog, and customer satisfaction and reporting mechanisms for after-sales operations.
- Develop and maintain the complete After-Sales Operating Procedures for BOD review and approval.
- Build AFS team structure, manpower planning, roles, competencies, and training plans.
- Coach teams on troubleshooting, process compliance, customer handling, RCA, and reporting.
- Continuously improve after-sales performance based on operational data, product issues, and customer feedback.
- Support after-sales strategy, operating model, organization, resource planning, and annual plans.
- Provide data-driven recommendations on service capacity, manpower, parts, suppliers, warranty risks, and priorities.
QUALIFICATIONS:
- 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.
- Strong project and operational management skills with effective stakeholder coordination.
- Experience in KPI management, reporting, governance, resource planning, or operational excellence preferred.
- Experience building or managing after-sales teams, service, warranty, technical support, or spare parts operations is an advantage.
- Strong management mindset balancing customer satisfaction, technical needs, efficiency, risk, and cost.
BENEFITS:
- Attractive income, competitive and commensurate with individual capabilities.
- 13th-month salary, gifts on public holidays and special occasions, and performance-based bonuses.
- Meal allowance, annual company trips, health insurance, and exclusive benefits within the Group’s ecosystem.
- Clear career development opportunities aligned with the company’s growth, with access to training programs based on capability and job role.
- A dynamic and open working environment with diverse cultural and sports activities.
