- 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 qualified experience, including at least 3 years in automotive aftersales, automotive customer service, dealer managemen

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