Connecting People with Executive Opportunities

Position:             Chief Service Officer
Reports to:         CEO
Company:           VinFast Auto Canada Inc.
Location:            Toronto, ON (GTA)
Date:                    March 2021
 

Introduction

VinFast is Vietnam’s leading manufacturer of premium automobiles and has achieved its initial goal of being #1 in all competing segments in their domestic retail market – in less than 2 years.  Now, in 2021 their next mission is global expansion with the launch of their all-Electric smart SUV model line-up starting in Canada, USA and Europe.

Our client, VinFast Auto Canada Inc., is in the early stages of executing their ambitious growth plans in Canada with a ‘Direct-to-Consumer’ business model and an aggressive retail and aftersales facility expansion over the next 12 months.

VinFast has partnered with The Marckis Group to seek out the most talented individuals from the automotive, retail consumer products, and technology industries to build a world class team for this exciting endeavour. Those applicants that rise to the top will possess an entrepreneurial mindset, be a creative problem solver, have an incredible work ethic and thrive in a start-up environment. 

Position

Based out of a new office facility planned in the Hwy 427/401/QEW corridor, we are seeking an experienced Chief Service Officer to build and oversee a world-class service operation as the organization develops and expands into this new market.

Primary Responsibilities

The CSO is responsible for managing and implementing customer service policies and ensuring that all staff strictly adhere to reach the highest customer satisfaction within our dealer network in Canada. Duties will include identifying business opportunities to improve customers’ experience, monitoring the performance of the customer service team, developing strategic procedures on service delivery, creating new promotional offers and services, and coaching the team to increase business productivity. The CSO must have excellent leadership and communication skills, as well as extensive knowledge of a customer service organization within the automotive industry with the ultimate goal of boosting sales through a growing base of loyal, passionate customers.

Key Responsibilities

  • Oversee customer service operations, technical services, parts logistics, warranties of electric vehicles, etc.
  • Develop and manage EV Charging network.
  • Propose and implement the service offerings of aftersales and charging for electric vehicles.
  • Driving continuous operating improvement and quality performance of regional metrics across the entire Service Team.
  • Forecast goals and objectives for the department using Canadian metrics as well as benchmarks across multiple countries and strives to meet them.
  • Work with company’s management to define headcount requirements and recruit new additions to staff as required.
  • Work with the Vice President, Global Aftersales Services (in the host country) on the After-Sales Policies & Procedures to ensure they meet regulatory and industry best practices in Canada.
  • Prepare and administer an annual operating budget for the service department.
  • Understand, keeps abreast of and complies with federal, provincial and local regulations that affect service operations, such as hazardous waste disposal, etc.
  • Understand and ensure compliance with manufacturer warranty and related policies & procedures.
  • Implement guidelines for all documents to ensure and facilitate the utmost in thoroughness, accuracy & timeliness; easy & efficient access; and stringent document & version control practices.
  • Establish and maintain good working relationships with dealers and customers to encourage the highest levels of customer satisfaction, repeat business and referrals.
  • Maintain high-quality service repairs with minimal comebacks.
  • Conduct periodic spot checks of completed jobs for thoroughness, quality and adherence to defined policies and procedures.
  • Build, promote and maintain a safe work environment.
  • Other tasks as assigned.

Qualifications / Required Skills

You have at least 10 years of experience in a leadership role with an automotive OEM and possess a sound understanding of Customer Service, After Sales and Technical Services.  You have a proven track record as Chief Service Officer or equivalent and have experience building and implementing (from scratch) the processes, policies, procedures and guidelines that will scale effectively as the business expands and sales grow across the country. Experience in dealing with EVs is a strong plus.

You have excellent communication, reasoning, organizational, analytical and leadership skills with a strong network of industry associates and professionals.

Candidates with an energetic, entrepreneurial spirit who are willing to go the extra mile and beyond the scope of their formal responsibilities will be most attracted to this role.  As a newly established business in a very exciting and dynamic segment, there will be many opportunities to expand your responsibilities, your ways of thinking and perhaps even challenge yourself beyond your ‘normal’ comfort zone.

Company Profile

VinFast is one of the largest auto manufacturers in South East Asia with world-class equipment and infrastructure, with a capacity of up to 500,000 cars per year.  They have partnered with global leading automotive suppliers in manufacturing and engineering and enlisted the world-renowned Italian design house Pininfarina to design both the exterior and interiors of our entire model line.

VinFast is proud to produce vehicles with superior craftsmanship, the highest safety standards, and intelligent infotainment that compete with leading Asian, European and American OEMs. VinFast also supports its owners with an exceptional, seamless customer experience in both sales and aftersales.

VinFast and VinFast Auto Canada Inc. are subsidiaries of Vingroup, one of the largest private conglomerates in Asia with a market capitalization of C$20 billion. As a multi-sector corporation, Vingroup focuses on three main areas: Technology, Industrials, and Real Estate.

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If this exciting opportunity seems that it might be of interest to you, please submit an updated resume along with salary expectations to the email address below.



Reply in confidence to:

Gary Filippini MBA, CPA
Senior Managing Partner

Email: gfilippini@marckisgroup.com

in addition, place the position for
which you are applying
in the subject line of the email.

When applying, please include:

  • your resume
  • your cover letter outlining your key
    experience for the position
  • your salary expectations

THE MARCKIS GROUP

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Bldg. 5, Suite 103
Mississauga, ON
L4W 5B2

Tel: 647.228.0550

WWW.MARCKISGROUP.COM

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