Authorized Service Center (ASC) Specialist

Ariston Group is a global leader in sustainable thermal comfort that offers a unique, extensive range of solutions for climate comfort, water heating and air handling, as well as components and burners. Listed on Euronext Milan since November 2021, in 2024 the group reported over 2.6-billion-euro revenues, with over 10,000 employees, direct presence in 40 countries in 5 continents, 28 production sites and 28 research and development centers. The group demonstrates its commitment to sustainability through the development of renewable and high efficiency solutions, such as heat pumps, water heating heat pumps, hybrids, domestic ventilation, air handling and solar thermal systems. The group also stands out for its continuous investment in technological innovation, digitalization, and advanced connectivity solutions. The group operates under global strategic brands Ariston, Elco and Wolf, and brands such as Calorex, NTI, HTP, Atag, Brink, Chromagen, Racold, as well as Thermowatt and Ecoflam in the components and burners business.
 

JOB DESCRIPTION – ASC SUPERVISOR for Central & Southern Vietnam 

Department: Part & Services

Report to: Manager 

Ensure that Authorized Service Centers (ASC) in the Central and Southern regions operate in compliance with company processes and service standards, improving technical handling quality, repair speed, and accuracy in warranty approvals; while optimizing operational costs and maintaining customer satisfaction.
Work Location: Hanoi Office
Travel Frequency: Occasional, 2–4 times per year

Main tasks:

1. Manage Warranty Operations for ASCs in Central & Southern Regions

• Monitor, inspect, and evaluate pending cases, repair speed, and performance targets for each ASC.
• Control the process of receiving, handling, and completing warranty cases according to company technical policies and procedures.
• Periodically assess ASC capabilities and propose technical and operational improvements.

2. Technical Support & Consultation

• Address technical inquiries from ASCs and related departments.
• Provide repair guidance, fault diagnosis, and remote technical support when necessary.
• Participate in training and technical instruction for technicians at ASCs/Workshops.

3. Warranty File Assessment & Approval

• Review invoices, documents, images, and reports to ensure compliance with standards.
• Approve warranty cases, HOLD cases, and decide warranty status or rejection for each incident.
• Control fraud risks in documentation and propose preventive measures.

4. Cost Management & Settlement

• Consolidate reports and verify monthly repair, spare parts, and installation costs for ASCs in Central & Southern regions.
• Check and process monthly payment procedures for shipping costs of the Warranty Department.
• Reconcile and propose payments for ASCs in accordance with regulations.
• Ensure warranty costs are transparent, compliant, and optimized.

5. Operations & ASC Welfare

• Supervise compliance with operational policies, service procedures, and quality standards.
• Monitor and propose support/welfare items for ASCs as per company policy.
• Ensure ASCs maintain professional image and conduct aligned with Ariston brand standards.

6. Reporting & Analysis

• Provide periodic reports on ASC performance: number of warranty cases, backlog, costs, product defects, etc.
• Recommend solutions to improve service quality and minimize market-related issues.

7. Spare Parts Management

• Check inventory status and order missing parts for the three Warranty Department warehouses monthly.
• Coordinate with accounting to sell parts to ASCs and distributors in Central & Southern regions.
• Execute SAP system procedures and coordinate with Logistics for export orders.
• Work with QC and accounting to dispose of defective parts monthly.
• Confirm defective parts quantities from Central & Southern regions sent to the factory weekly with QC.

Authority

• Decide warranty status for each case according to company policy.
• Approve or reject warranty-related costs, invoices, and documents.
• Recommend rewards or penalties for ASCs not complying with procedures.
• Propose changes to ASC contracts (termination or new openings).

Job Requirements

• College/University degree in Engineering, Electrical/Electronics, or related fields.
• Basic English communication skills (email, speaking, listening); ability to use Excel effectively
• Minimum 2–3 years of experience in warranty, technical service, or service management (preferably in water heaters, air conditioners, refrigerators, washing machines, heat pumps, etc.).
• Strong understanding of repair, warranty processes, and technical standards.
• Analytical, assessment, and decision-making skills with accuracy and speed.
• Good communication skills and ability to work with multiple teams and service stations.
• Willingness to travel as required for operations.
• Diligent and responsible in work.
• Experience as an ASC supporter is an advantage.

We are committed to the principle of equal employment opportunity for all people, by offering a work environment accessible, welcoming and inclusive in compliance with legal obligations.