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. 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. 3. 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. 4. Service Provider Customer Experience & Process

Focus on the

customer experience delivered by service providers during the aftersales service journey , covering: Key areas include:





Service initiation and booking Customer request acceptance and information confirmation Customer communication and service progress updates 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. 5. 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. Drive corrective actions with service providers and relevant internal teams. Promote systemic improvement for recurring customer issues. 6. 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. 7. 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. 8. 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. 9. 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

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. Valuable 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 expe

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