Duc Cao

Establish Headquarter Aftersales organization, recruit and lead competent & high-performing personnels. Develop mid & long-term Aftersales vision & strategy to reinforce fundamentals and boost revenue/profit. Develop & execute strategic plans for Aftersales service network. Establish Customer experience journey & Service operations standards based on benchmarks with competitors. Evaluate & improve Dealer Service standard level continuously to increase Customer Satisfaction Index. Directly involve to handle strong Customer complaints. Implement value-added service programs to increase customer loyalty. Conduct competitor analysis & establish the best warranty policy in the Market, warranty procedures and warranty booklet content. Manage warranty pre-approval, claim validation & payment. Control warranty costs & implement Dealer warranty audit periodically. Establish expert-level & quick technical support and report channel for critical field issues. Implement PDI standards & field actions to ensure new vehicle quality. Compile customer literatures, technical documentation, repair manuals and tools & equipment standards. Establish technical & non-technical training path, curriculum & certification for Dealer Aftersales personnels. Establish Spare Parts supply chain, including initial/regular stock orders, customs clearance, homologation, warehousing & logistics operations. Establish Spare Parts demand forecast method to ensure Fill rate at high level. Survey market trends & develop competitive Spare Parts pricing policy as well as profitable for both Omoda & Jaecoo Vietnam and Dealers. Develop the Omoda & Jaecoo Ecosystems, including Accessories, Lifestyle & Technology products to increase Service revenue & profit.

Build up VinFast Global Service & Parts Operations for US, Canada, Europe, Asia markets from scratch. Establish Aftersales policies & solutions, Customer experience journey and Service standards. Establish Global warranty policy & procedures for Global Markets. Coordinate with the Markets to develop strategic plans for VinFast Service center network & Mobile Service to increase service coverage. Partner with 3rd party suppliers in the Markets, including General & Collision repair centers, HV battery repair & recycling suppliers. Develop & issue technical documentation: Owner Manual, Service Instructions, EPC, Warranty booklet, etc. Establish organization chart, job description, headcount for Markets Aftersales. Interview, recruit & manage multi-national personnels for Global Markets. Build up training plan for Aftersales personnels. Control technical & non-technical training implementation to Global Markets. Develop Dealer Management System (DMS). Build up Spare Parts initial stock, distribution channel & warehouse standards for new Markets. Develop Spare Parts & Accessories pricing policy for all Markets & control pricing for Parts & Accessories list of all models.

Build up VinFast Vietnam Service & Parts operations from scratch. Develop Service network including VinFast-owned service centers & Dealer network for E-Scooter, Electric Vehicle, E-Bus products. Establish Service standards and customer experience processes. Improve Service center operations following standards. Recruit, train & lead VinFast Aftersales personnels from the early stages. Directly handle serious customer complaint cases. Organize 1st Skill Contest for Dealer Aftersales personnels. Implement recall campaigns & software update for EV models. Control Warranty operations, including claim approval & audit, following released policy & procedures. Establish Spare Parts initial stock for new launching models. Deploy Spare Parts business, including annual Parts pricing, business policy, ordering process & improve fill rate to target level. Enhance Parts revenue & profit. Control Parts Distribution Centers in the North & South and Parts logistics to Service centers.

Restructure Dealer network during the transition period taken over by GM Vietnam. Strengthen Dealer Aftersales fundamental & efficiency through Standardized Operations, Continuous Improvement activities. Foster GM Vietnam Parts & Accessories revenue growth of 30% annually, and the revenue doubled after 4 years of restructuring. Build up a strong & high-performing Aftersales team to contribute to GM Vietnam successful transformation.

Deploy TSM Body & Paint (B&P) Kodawari program to Toyota Asia Pacific Distributors. Collect Best Practices from Distributors to develop training materials. Develop Customer retention strategy to improve annual CSI JDPower result.

Deploy Fundamental & High Efficiency programs: TSM General Job (GJ) and B&P Kodawari, Express Maintenance, 4-hour B&P repair and Express B&P. Train Dealer Aftersales personnels: Service Advisor, Parts staff, Foreman, Customer Relation, B&P Estimators. Develop New 3S Dealers. Monitor & Kaizen Dealer Service operations.