Area Service Manager in Hounslow

As the first overseas subsidiary of BYD group, our main focus is to provide European customers with new energy vehicles, rechargeable batteries, solar panels, energy storage systems and other new energy products, as well as related after-sales services.

About the role: The Area Service Manager plays an important role in setting up the After Sales activities in the UK Passenger Cars. You will be responsible for building and maintaining a strong and customer-focused After Sales service level in the UK. You will support the network of local dealers and dealer groups, focusing on high quality and mutual satisfaction. You will act as the contact person for our National Sales Companies and dealers. You will play an important role in implementing and maintaining service products and After Sales propositions. You will ensure that the service procedure is carried out correctly and perform all administrative tasks needed. Under the responsibility of the After-Sales Manager UK, the Area Service Manager’s main mission will be to support the UK aftersales market and put customers at the forefront of everything we do.

Responsibilities:

• Identify and implement the operational processes and systems necessary to provide exemplary service to dealers.
• Facilitate the installation of spare parts during start-ups and product launches.
• Identify gaps and support internal departments to resolve issues.
• Identify and implement tactical optimization initiatives of daily operations, processes and systems for the efficiency of transportation capacity, warehouses or service centres.
• Support and cooperate with other internal departments and legal resources to ensure national laws are adhered to and required reports regarding parts and accessories to local authorities are submitted on time.
• Work closely with internal teams, partners and various service providers to optimize customer communication, process flow and parts availability planning with the application and CRM.
• Collaborate with sales and service operations in resource planning and process execution, with respect to sales forecasting, inventory level and supply chain management.
• Take a customer-centric approach and provide a unique customer experience and easy support.
• Use customer feedback to continually improve the service provided to BYD customers.
• Understand customer and market trends and anticipate customer expectations within BYD and its competitors.
• Provide reports and share information with internal stakeholders to improve customer experience.
• Document customer updates throughout their journey, using the CRM platform, ensuring up-to-date data capture.
• Be the primary point of contact for the customer, across digital and physical touchpoints via different channels (inbound and outbound).
• Be the ambassador of BYD in the area of responsibility.

Your profile:

• Degree in Engineering or equivalent.
• Proven and certified EV technical experience and know-how is a must have.
• Extensive knowledge of diagnosis tools and reports.
• Vast experience in a similar job ideally in an agile, start-up environment (hands-on attitude).
• Extremely organised, ability to work with parallel workstreams, and manage pressure.
• Automotive background in technical roles (ideally for an OEM).
• Ability to work with different departments and characters, outstanding communication skills.
• Result driven.
• Confident in working with Microsoft Office suite (Excel, PowerPoint).

We offer: Competitive salary based on experience and qualification. An exciting opportunity to be part of the European transition to Zero Emissions transportation and de-carbonisation of the economy. Our Purpose is to build a zero-emission future that reconnects humanity with nature and a World of clean air. We are looking for talent that connects with this mission and wants to create a positive impact by joining a diverse and dynamic team.