Aftersales Service Manager

Roles and responsibilities

To drive the achievement of set targets – revenue, gross margin, Net Promoter Score (NPS), branch profit and loss, while managing the overall service center’s performance to consistently deliver seamless customer experience.

What you will do:

• Establish BYD Retail Customer Service setup with Network and relevant stakeholders
• BYD Value Chain enhancement products search and implementation
• Ensure and monitor optimal capacity of resources in the service centre to deliver Total Quality Management and improve service retention.
• Compliance of all local Government and Principal Policies and procedures to minimize Operational Risk at the service centre.
• Constantly evaluate through performance management and coaching, all direct reports to support the development and growth of all associates.
• Study and evaluate current customer verbatim to implement a culture of Small Group Activity to enhance customer experience and operational efficiencies.
• Conduct daily meetings with the Retail Service Manager, Workshop Manager and Parts team to align them on the targets and performance expectations
• Work with Human Resources to ensure the branch is always optimally staffed/resourced with qualified and efficient workforce
• Effectively manage stakeholders through regular meetings to ensure corrective actions on issues pertaining
• Hold regular MFRs with Branch Account Managers to understand and optimize Branch P&L
• Submit accurate weekly forecasts based on analysis of actual market trends, sales conversions, bank approval TATs, invoices etc for Management reporting.
  

Required skills to be successful:

• Knowledge of Automotive dealer / distributor business processes
• Aftersales EV brand experience
• Ability to lead change processes
• Ability to manage multiple locations and stakeholders
  

About The Team:

The role will report to Head of EV Aftersales and this position interfaces with various stakeholders including Workshop Manager, Service Advisors, Technicians and Senior Management

What Equips You For The Role:

• Bachelors or Master Degree
• 5 years in aftersales role at managerial level (preferably EV brand)

Desired candidate profile

• Customer Support and Satisfaction:

  • Oversee the customer service process after the sale, addressing any issues, complaints, or inquiries regarding the product or service.
  • Ensure customers are satisfied with their purchase and the service they receive, including product installation, training, or maintenance.
  • Work with customers to resolve any product issues, complaints, or service needs.

• Service Management:

  • Manage the service team (e.g., technicians, customer service reps) to ensure they provide efficient and high-quality support for repairs, maintenance, and troubleshooting.
  • Monitor and optimize aftersales processes, ensuring timely service and support.
  • Ensure that service teams are trained to handle customer requests, repairs, and complaints according to company standards.

• Warranty and Repairs:

  • Oversee warranty processes, including claims, repairs, and replacements, ensuring that all warranty policies are followed correctly.
  • Work closely with suppliers and manufacturers for warranty-related issues, ensuring that the products are repaired or replaced in a timely manner.

• Sales and Upselling Opportunities:

  • Identify opportunities for upselling additional services or products to customers, such as extended warranties, maintenance contracts, or accessories.
  • Encourage repeat business by maintaining a positive customer relationship and offering services that add value, such as follow-up calls or product upgrades.

• Customer Relationship Management:

  • Build and maintain long-term relationships with customers through regular follow-up and personalized service.
  • Implement strategies to increase customer loyalty and retention, such as loyalty programs or feedback surveys.
  • Track customer feedback and work to continuously improve the aftersales process based on this information.

• Team Leadership and Development:

  • Lead and motivate the aftersales team, ensuring they understand the company’s goals and deliver excellent service.
  • Monitor team performance, conduct training sessions, and set service goals to improve team efficiency.
  • Handle staffing issues, such as scheduling, recruiting, and resolving conflicts within the team.

• Budget and Cost Management:

  • Manage the budget for the aftersales department, ensuring that operations remain cost-effective while delivering high-quality customer service.
  • Monitor repair costs, labor costs, and any service-related expenses to ensure profitability.