Key Responsibilities

1. Regional Service Provider Management

- Manage day-to-day communication and operational follow-up with authorised service providers and dealers.

- Monitor service provider KPIs and overall operational performance.

- Track customer satisfaction, repair turnaround time, First Time Fix, repeat repairs, warranty, technical cases, parts availability and complaints.

- Identify operational, service quality and performance risks.

- Track improvement plans, corrective actions and issue closure.

- Support service provider performance reviews and regular business reviews.

1. Aftersales Operations Management

- Monitor key aftersales processes including service booking, customer reception, diagnosis, repair, quality inspection and vehicle delivery.

- Monitor repair turnaround time, customer waiting time, repeat repairs and long-open / VOR cases.

- Track Technical, Warranty and Parts issues affecting customer service.

- Coordinate with internal teams and service providers to resolve regional operational issues.

- Escalate and follow up significant, long-open or customer-impacting issues.

1. Service Standards &
- Process Compliance

- Drive service provider compliance with OEM aftersales service standards, SOPs and key customer experience requirements.

- Conduct regular checks on service standards and process execution.

- Identify execution gaps through operational monitoring, field visits and customer feedback.

- Establish and follow up corrective actions.

- Verify corrective action completion and effectiveness.

- Identify opportunities to improve service standards and process execution and provide feedback to relevant teams.

1. Service Provider Customer Experience &
- Process

Focus on the customer experience delivered by service providers during the aftersales service journey

, covering:

Service Initiation → Service Request → Service Acceptance → Service Execution → Service Delivery → Customer Feedback → Issue to Resolution

Key areas include

- Service initiation and booking

- Customer request acceptance and information confirmation

- Customer communication and service progress updates

- Service execution

- Service delivery

- Customer feedback

- Issue resolution

- Customer pain points

- Continuous service process improvement

Use customer complaints, customer satisfaction, VOC, service provider data and field observations to identify customer experience gaps and drive improvements.

1. Customer Complaint &
- Issue Management

- Track aftersales customer issues raised by customers, Call Centre, service providers and internal teams.

- Support issue classification, prioritisation and ownership assignment.

- Track Owner, Action, Target Date and Closure.

- Closely monitor major, long-open and recurring issues.





- Support major complaint handling and case reviews.

- Support Root Cause Analysis.

- Drive corrective actions with service providers and relevant internal teams.

- Promote systemic improvement for recurring customer issues.

1. Customer Satisfaction &
- VOC

- Monitor customer satisfaction performance across assigned service providers.

- Analyse customer satisfaction, complaints and customer feedback.

- Collect and analyse customer feedback from service provider operations.

- Identify key customer experience issues and trends.

- Translate customer feedback into service provider and service process improvements.

- Monitor improvement effectiveness.

1. Technical, Warranty &
- Parts Issues

- Track Technical Cases, Warranty issues and critical Parts issues.

- Coordinate with Technical, Parts and Warranty teams to resolve service provider issues.

- Monitor long-open / VOR vehicles caused by technical, parts or repair capability issues.

- Identify recurring repairs and potential quality issues.

- Support Technical Bulletins, Service Campaigns and Recall activities.

1. Service Provider Field Support &
- Audit

- Conduct regular service provider site visits and operational reviews.

- Check service processes, service standards, SOPs, key customer experience touchpoints, customer reception, repair quality, facilities and equipment.

- Document findings and establish corrective actions.

- Track corrective action implementation.

- Verify completion and effectiveness.

- Communicate field findings and customer feedback to relevant internal teams.

1. Data Analysis &
- Reporting

- Maintain regional service provider performance and aftersales operational data.

- Analyse service, repair, customer satisfaction, complaints, technical, warranty and parts data.

- Identify abnormal trends, risks and improvement opportunities.

- Prepare regional aftersales performance reports.

- Support service provider performance reviews, customer experience reviews and management reporting.

Candidate Requirements

Essential Requirements

- Minimum 5 years’ relevant professional experience, including at least 3 years in automotive aftersales, automotive customer service, dealer management or a related field.

- Australian local work experience preferred.

- Australian automotive industry experience highly preferred.

- Experience within an Automotive OEM, Dealer Group,



Workshop or automotive aftersales environment.

- Good understanding of automotive repair, technical, warranty, parts and aftersales customer service processes.

- Experience in service provider or dealer operations and performance management.

- Experience in customer complaints, customer satisfaction or customer experience.

- Experience in the implementation and audit of aftersales service standards, SOPs and key customer experience touchpoints.

- Strong problem-solving, process improvement and execution capability.

- Good data analysis and reporting skills.

- Strong cross-functional communication and coordination skills.

- Ability to effectively manage and influence external service providers.

- Solid ownership and execution.

- Excellent written and verbal English communication skills.

- Willingness to travel when required.

Preferred Experience

- Automotive OEM Aftersales experience.

- Australian automotive aftersales experience.

- Dealer / Workshop Operations experience.

- Service Provider / Dealer Performance Management.

- Regional Field Service / Dealer Support.

- Customer Experience / Customer Journey.

- Customer Complaint Management.

- SOP / Service Standard / Customer Experience Audit.

- Warranty / Technical Service.

- New automotive brand launch experience in Australia.

- EV / NEV aftersales experience.

Core Competencies

- Automotive Aftersales Expertise

- Service Provider Management

- Service Standards &
- SOP Compliance

- Customer Experience

- Problem Solving

- Process Improvement

- Data Analysis

- Stakeholder Management

- Ownership &

- Execution

Key Success Measures

Service Provider Management

- Service provider KPIs are effectively monitored.

- Operational and service quality issues are identified promptly.

- Improvement plans are effectively implemented.

- Service provider service quality continuously improves.

Service Standards &

- Process

- Service providers consistently follow OEM service standards and SOPs.

- Key customer experience touchpoints are effectively implemented and checked.

- Execution gaps are identified and corrected promptly.

- Corrective actions are verified for effectiveness.

Customer Experience

- Key customer experience issues within the service provider journey are identified.

- Customer complaints, satisfaction and feedback are effectively analysed.

- Key customer pain points are continuously improved.

- Customer issues are effectively tracked through to closure.

Aftersales Operations

- Repair turnaround, repeat repairs and VOR are effectively monitored.

- Technical, Warranty and Parts issues are followed through.

- Major aftersales service issues are escalated and resolved effectively.

📌 Senior Regional Aftersales Service Specialist (Sydney)
🏢 Changan Automobile
📍 Sydney