Job Description

n

n
- Manage day-to-day communication and operational follow-up with authorised service providers and dealers.
n
- Monitor service provider KPIs and overall operational performance.
n
- Track customer satisfaction, repair turnaround time, First Time Fix, repeat repairs, warranty, technical cases, parts availability and complaints.
n
- Identify operational, service quality and performance risks.
n
- Track improvement plans, corrective actions and issue closure.
n
- Support service provider performance reviews and regular business reviews.
n
- Monitor key aftersales processes including service booking, customer reception, diagnosis, repair, quality inspection and vehicle delivery.
n
- Monitor repair turnaround time, customer waiting time, repeat repairs and long-open / VOR cases.
n
- Track Technical, Warranty and Parts issues affecting customer service.
n
- Coordinate with internal teams and service providers to resolve regional operational issues.
n
- Escalate and follow up significant, long-open or customer-impacting issues.
n

3. Service Standards & Process Compliance nn
- Drive service provider compliance with OEM aftersales service standards, SOPs and key customer experience requirements.
n
- Conduct regular checks on service standards and process execution.
n
- Identify execution gaps through operational monitoring, field visits and customer feedback.
n
- Establish and follow up corrective actions.
n
- Verify corrective action completion and effectiveness.
n
- Identify opportunities to improve service standards and process execution and provide feedback to relevant teams.
n

4. Service Provider Customer Experience & Process n

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

Key areas include: n

n
- Service initiation and booking
n
- Customer request acceptance and information confirmation
n
- Customer communication and service progress updates
n
- Customer pain points
n
- Continuous service process improvement
n

n

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

5. Customer Complaint & Issue Management n

n
- Track aftersales customer issues raised by customers, Call Centre, service providers and internal teams.
n
- Support issue classification, prioritisation and ownership assignment.
n
- Track Owner, Action, Target Date and Closure.
n
- Closely monitor major, long-open and recurring issues.
n
- Support major complaint handling and case reviews.
n




- Drive corrective actions with service providers and relevant internal teams.
n
- Promote systemic improvement for recurring customer issues.
n

6. Customer Satisfaction & VOC nn
- Monitor customer satisfaction performance across assigned service providers.
n
- Analyse customer satisfaction, complaints and customer feedback.
n
- Collect and analyse customer feedback from service provider operations.
n
- Identify key customer experience issues and trends.
n
- Translate customer feedback into service provider and service process improvements.
n

7. Technical, Warranty & Parts Issues nn
- Track Technical Cases, Warranty issues and critical Parts issues.
n
- Coordinate with Technical, Parts and Warranty teams to resolve service provider issues.
n
- Monitor long-open / VOR vehicles caused by technical, parts or repair capability issues.
n
- Identify recurring repairs and potential quality issues.
n
- Support Technical Bulletins, Service Campaigns and Recall activities.
n

8. Service Provider Field Support & Audit nn
- Conduct regular service provider site visits and operational reviews.
n
- Check service processes, service standards, SOPs, key customer experience touchpoints, customer reception, repair quality, facilities and equipment.
n
- Document findings and establish corrective actions.
n
- Track corrective action implementation.
n
- Verify completion and effectiveness.
n
- Communicate field findings and customer feedback to relevant internal teams.
n

9. Data Analysis & Reporting nn
- Maintain regional service provider performance and aftersales operational data.
n
- Analyse service, repair, customer satisfaction, complaints, technical, warranty and parts data.
n
- Identify abnormal trends, risks and improvement opportunities.
n
- Prepare regional aftersales performance reports.
n
- Support service provider performance reviews, customer experience reviews and management reporting.
n

Candidate Requirements nn
- Minimum 5 years’ relevant professional experience, including at least 3 years in automotive aftersales, automotive customer service, dealer management or a related field.
n
- Australian local work experience preferred.
n
- Australian automotive industry experience highly preferred.
n
- Experience within an Automotive OEM, Dealer Group,



Workshop or automotive aftersales environment.
n
- Valuable understanding of automotive repair, technical, warranty, parts and aftersales customer service processes.
n
- Experience in service provider or dealer operations and performance management.
n
- Experience in customer complaints, customer satisfaction or customer experience.
n
- Experience in the implementation and audit of aftersales service standards, SOPs and key customer experience touchpoints.
n
- Strong problem-solving, process improvement and execution capability.
n
- Good data analysis and reporting skills.
n
- Strong cross-functional communication and coordination skills.
n
- Ability to effectively manage and influence external service providers.
n
- Strong ownership and execution.
n
- Excellent written and verbal English communication skills.
n
- Willingness to travel when required.
n

Preferred Experience nn
- Service Provider / Dealer Performance Management.
n
- Regional Field Service / Dealer Support.
n
- Customer Experience / Customer Journey.
n
- Customer Complaint Management.
n
- SOP / Service Standard / Customer Experience Audit.
n
- Warranty / Technical Service.
n
- New automotive brand launch experience in Australia.
n

Core Competencies nn
- Service Provider Management
n
- Service Standards & SOP Compliance
n
- Customer Experience
n
- Problem Solving
n
- Process Improvement
n
- Data Analysis
n
- Stakeholder Management
n
- Ownership & Execution
n

Key Success Measures Service Provider Management nn
- Service provider KPIs are effectively monitored.
n
- Operational and service quality issues are identified promptly.
n
- Improvement plans are effectively implemented.
n
- Service provider service quality continuously improves.
n

Service Standards & Process nn
- Service providers consistently follow OEM service standards and SOPs.
n
- Key customer experience touchpoints are effectively implemented and checked.
n
- Execution gaps are identified and corrected promptly.
n
- Corrective actions are verified for effectiveness.
n

Customer Experience nn
- Key customer experience issues within the service provider journey are identified.
n
- Customer complaints, satisfaction and feedback are effectively analysed.
n
- Key customer pain points are continuously improved.
n
- Customer issues are effectively tracked through to closure.
n
- Repair turnaround, repeat repairs and VOR are effectively monitored.
n
- Technical, Warranty and Parts issues are followed through.
n
- Major aftersales service issues are escalated and resolved effectively.
n

n

#J-18808-Ljbffr

📌 Senior Regional Aftersales Service Specialist (New South Wales)
🏢 Changan Automobile
📍 New South Wales