Position Description

I. Background Information

Position Title:
Field Service Specialist
Location:
HCM, Vietnam
Function/Department
Aftersales / Field Service
Level
5
HR Contact:
 
Completed by:
 

II. Purpose

This position is responsible for managing, consulting, supporting Dealer on service operations to improve customer satisfaction index & Dealer profitability.

III. Areas of Responsibility

Area of Accountability
Percent of Time

Key Responsibilities

Other assignments
10%
- As assigned
Dealer parts sales enhancement
40%

- Monitor Dealer Key Performance Indicator to improve profitability.

- Consult Dealer on activities to enhance parts sales

- Organize service promotion & mobile service campaign

- Promote new products

Dealer Service Operation Development
30%

- Implement GM global service operation standards & evaluate Dealer business program monthly

- Implement customer retention activity

- Deploy high productivity programs to Dealer

- Set up New Dealer service operation standards

Customer Satisfaction reinforcement
20%

- Analyse customer survey result on aftersales satisfaction

- Consult Dealer on countermeasure to improve customer satisfaction index

Customer Satisfaction reinforcement
20%

- Analyze customer survey result on aftersales satisfaction

- Consult Dealer on countermeasures to improve customer satisfaction index

IV. Knowledge, Skills, Experience, and Competencies
 

Please indicate the reporting relationships with appropriate titles (where applicable). Please attach a detailed organization chart with the requested information.

d. Job titles and levels which directly report to the position evaluated
 
a. Job title(s), names, person to whom the supervisor of the position reports:

Head of Aftersales

b. Job title(s), names,  person to whom the position reports:
Field Service Leader
c. Job title(s), names, and level(s) of peers to this position.
Field Service Specialist

V. Knowledge, Skills, Experience, and Competencies
 

Knowledge:

  • Automobile product
  • Good understanding of Dealer service operation

Skills & Competencies:

  • Proactive, enthusiastic, result-driven
  • Good organizing, analysis and planning skill
  • Business acumen
  • Customer focus
  • Problem solving
  • Ability to work under pressure
  • Good communication skill
  • Good command of English & Vietnamese (verbal and written)
  • Good office computer skill (MS office, website)

Experience/Education:

  • Bachelor of Mechanical Engineering
  • At least 3-4 years of working experience in Automotive Service (or in the same position as preferred)