Dealer Operation Improvement Manager (After-Sales Service)

Position: Dealer Operation Improvement Manager (After-Sales Service)

Working Place: Hà Nội

Department: Service Department – Customer Support Division

1. Job Purpose:

Lead continuous improvement activities across Hino’s dealer network to achieve business and service operation KPIs. Strengthen dealer capability, customer satisfaction (CSI), and overall service quality through Kaizen initiatives, standardized operation processes, and data-driven management.

2. Key Responsibilities:

2.1) Dealer Network Management & Field Activities (50%)

To achieve HMV Business and Operation KPIs through the Total Support (TS) Circle framework.

• Achieve service KPIs and performance targets for assigned dealers, regions, or territories.
• Improve dealer service operation quality: establish SOPs, monitor monthly dealer improvements, and follow up on service promotion programs.
• Represent and liaise between HMV and dealers regarding service business operations, coordinate and resolve specific issues arising at dealers.
• Conduct required non-technical training for dealer staff.
• Lead and analyse performance reports (daily, weekly, monthly, yearly) for assigned dealers.

2.2) Dealer Operation Improvement (Kaizen Projects) (20%)

• Lead Dealer Operation Kaizen activities for priority dealers focusing on 5S, KPI improvement, productivity, CSI enhancement, and skill upgrading via on- site OJT.
• Develop and standardize improvement process models and methodologies; provide training and handover to FS/FP teams for continuous monitoring.
• Cooperate with other departments within CS and across functions to implement Kaizen activities at dealers.

2.3) Management and Reporting (20%)

• Develop planning and task scopes to ensure all assigned activities are properly implemented.
• Monitor, supervise, and provide training to ensure all team members follow plans and policies at both departmental and company levels.
• Conduct corrective/preventive actions for identified issues.
• Prepare management reports such as weekly, monthly, quarterly, PDCA, and 3S management reports.

2.4)  Cross-functional Activities (10%)

• Collaborate with other departments within CS and across functions to promote Customer Support (CS) and Total Support (TS) activities.

3. Requirements:

• Education: University graduate, preferably in Business Administration, Economics, or Automotive Engineering.
• Experience:
  • Good understanding of after-sales service operations, KPIs, and CSI.
  • Minimum 3-5 years of experience in Service Management or After- Sales operations within the automotive or heavy equipment industry.
  • Proven experience in dealer management, service operation improvement, or Kaizen project implementation is a plus.
• Skills:
  • Good leadership and team supervision abilities.
  • Logical thinking with strong data analysis and problem-solving abilities.
  • Excellent communication, negotiation skills.
  • Proficient in English for communication and work (TOEIC 600)
  • Proficient in MS Office, experience with SAP, or CRM systems is an advantage.

• Personal Attributes:
  • Customer orientation, analytical and systematic mindset with a strong sense of responsibility.
  • Proactive, result-oriented, and committed to continuous improvement.

4. Benefits information:

• Competitive salary, based on experience and competencies.
• Genuine work/ life balance: Working time: 8:00 – 17:30, From Monday to Friday.
• Accident insurance, Travelling insurance besides Social Insurance.
• Annual leave, public holiday, company holiday according to the labor law, additional sick leave.
• Annual Heath check-up, Company trip, Year End Party.
• Training and development Opportunities to have training trips and/or attending events abroad.
• Working for one of the world leading truck manufacturers and Japanese working cultures.