Job Description
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Manage day-to-day communication and operational follow-up with authorised service providers and dealers.
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Monitor service provider KPIs and overall operational performance.
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Track customer satisfaction, repair turnaround time, First Time Fix, repeat repairs, warranty, technical cases, parts availability and complaints.
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Identify operational, service quality and performance risks.
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Track improvement plans, corrective actions and issue closure.
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Support service provider performance reviews and regular business reviews.
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Monitor key aftersales processes including service booking, customer reception, diagnosis, repair, quality inspection and vehicle delivery.
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Monitor repair turnaround time, customer waiting time, repeat repairs and long-open / VOR cases.
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Track Technical, Warranty and Parts issues affecting customer service.
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Coordinate with internal teams and service providers to resolve regional operational issues.
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Escalate and follow up significant, long-open or customer-impacting issues.
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3. Service Standards & Process Compliance n
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Drive service provider compliance with OEM aftersales service standards, SOPs and key customer experience requirements.
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Conduct regular checks on service standards and process execution.
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Identify execution gaps through operational monitoring, field visits and customer feedback.
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Establish and follow up corrective actions.
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Verify corrective action completion and effectiveness.
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Identify opportunities to improve service standards and process execution and provide feedback to relevant teams.
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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
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Service initiation and booking
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Customer request acceptance and information confirmation
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Customer communication and service progress updates
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Customer pain points
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Continuous service process improvement
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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
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Track aftersales customer issues raised by customers, Call Centre, service providers and internal teams.
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Support issue classification, prioritisation and ownership assignment.
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Track Owner, Action, Target Date and Closure.
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Closely monitor major, long-open and recurring issues.
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Support major complaint handling and case reviews.
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Drive corrective actions with service providers and relevant internal teams.
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Promote systemic improvement for recurring customer issues.
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6. Customer Satisfaction & VOC n
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Monitor customer satisfaction performance across assigned service providers.
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Analyse customer satisfaction, complaints and customer feedback.
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Collect and analyse customer feedback from service provider operations.
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Identify key customer experience issues and trends.
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Translate customer feedback into service provider and service process improvements.
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7. Technical, Warranty & Parts Issues n
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Track Technical Cases, Warranty issues and critical Parts issues.
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Coordinate with Technical, Parts and Warranty teams to resolve service provider issues.
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Monitor long-open / VOR vehicles caused by technical, parts or repair capability issues.
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Identify recurring repairs and potential quality issues.
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Support Technical Bulletins, Service Campaigns and Recall activities.
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8. Service Provider Field Support & Audit n
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Conduct regular service provider site visits and operational reviews.
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Check service processes, service standards, SOPs, key customer experience touchpoints, customer reception, repair quality, facilities and equipment.
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Document findings and establish corrective actions.
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Track corrective action implementation.
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Verify completion and effectiveness.
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Communicate field findings and customer feedback to relevant internal teams.
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9. Data Analysis & Reporting n
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Maintain regional service provider performance and aftersales operational data.
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Analyse service, repair, customer satisfaction, complaints, technical, warranty and parts data.
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Identify abnormal trends, risks and improvement opportunities.
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Prepare regional aftersales performance reports.
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Support service provider performance reviews, customer experience reviews and management reporting.
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Candidate Requirements n
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Minimum 5 years' relevant professional experience, including at least 3 years in automotive aftersales, automotive customer service, dealer management or a related field.
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Australian local work experience preferred.
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Australian automotive industry experience highly preferred.
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Experience within an Automotive OEM, Dealer Group,



Workshop or automotive aftersales environment.
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Positive understanding of automotive repair, technical, warranty, parts and aftersales customer service processes.
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Experience in service provider or dealer operations and performance management.
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Experience in customer complaints, customer satisfaction or customer experience.
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Experience in the implementation and audit of aftersales service standards, SOPs and key customer experience touchpoints.
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Strong problem-solving, process improvement and execution capability.
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Good data analysis and reporting skills.
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Strong cross-functional communication and coordination skills.
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Ability to effectively manage and influence external service providers.
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Strong ownership and execution.
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Excellent written and verbal English communication skills.
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Willingness to travel when required.
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Preferred Experience n
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Service Provider / Dealer Performance Management.
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Regional Field Service / Dealer Support.
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Customer Experience / Customer Journey.
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Customer Complaint Management.
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SOP / Service Standard / Customer Experience Audit.
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Warranty / Technical Service.
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New automotive brand launch experience in Australia.
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Core Competencies n
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Service Provider Management
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Service Standards & SOP Compliance
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Customer Experience
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Problem Solving
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Process Improvement
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Data Analysis
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Stakeholder Management
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Ownership & Execution
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Key Success Measures Service Provider Management n
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Service provider KPIs are effectively monitored.
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Operational and service quality issues are identified promptly.
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Improvement plans are effectively implemented.
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Service provider service quality continuously improves.
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Service Standards & Process n
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Service providers consistently follow OEM service standards and SOPs.
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Key customer experience touchpoints are effectively implemented and checked.
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Execution gaps are identified and corrected promptly.
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Corrective actions are verified for effectiveness.
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Customer Experience n
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Key customer experience issues within the service provider journey are identified.
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Customer complaints, satisfaction and feedback are effectively analysed.
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Key customer pain points are continuously improved.
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Customer issues are effectively tracked through to closure.
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Repair turnaround, repeat repairs and VOR are effectively monitored.
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Technical, Warranty and Parts issues are followed through.
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Major aftersales service issues are escalated and resolved effectively.
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📌 Senior Regional Aftersales Service Specialist (New South Wales)
🏢 Changan Automobile
📍 New South Wales