Regional Service Manager (QLD)

BYD Australia & New Zealand; City of Brisbane; On-site; AUD 110,000 - 150,000; Full time

Job summary

BYD Australia & New Zealand is seeking a Regional Service Manager based in Brisbane to oversee the Dealer Network across the region. You will drive service capacity planning, improve customer experience, and ensure adherence to brand standards while travel across the region.

Responsibilities include assessing Aftersales capacity, supporting dealers, conducting on-site visits, and guiding policy implementation to achieve service KPIs and growth across the network.

Qualifications

• Experience in Aftersales, Sales or Dealer Network Development in automotive.
• Ability to lead dealer relationships and drive service standards.
• Strong communication and stakeholder management skills.

Responsibilities

• Oversee Aftersales capacity, facility development, and planning to meet standards.
• Partner with Dealers to drive customer service, performance and compliance.
• Conduct on-site visits to assess performance and identify improvements.
• Drive continuous improvement in customer experience and loyalty.
• Guide Dealers in implementing company policies and standards.
• Manage customer complaints and escalation processes.

Skills

Aftersales

Dealer Network

Leadership

Strategic thinking

Customer service

Travel willing

Education

Business/Automotive degree

Tools

Microsoft Word

Microsoft Excel

PowerPoint

Teams

SharePoint

Outlook

Job description

Founded in 1995, BYD is a global high-tech leader committed to leveraging innovation for a better, more sustainable future. Over the past three decades, BYD has established more than 30 industrial parks across six continents, driving advancements in electronics, automotive, renewable energy, and rail transit. With a focus on energy acquisition, storage, and application, BYD delivers comprehensive zero-emission new energy solutions for the world.

As part of the same Group, Denza, established in 2010, was created with a bold vision: to redefine luxury through new energy. Dedicated to crafting smart, safe, and sensory-rich vehicles, Denza blends advanced technology with refined design to offer a truly modern luxury experience.

Together, BYD and Denza are at the forefront of the global New Energy Vehicle (NEV) revolution - shaping the future of sustainable mobility and building distinctive premium brand experiences for Australian consumers.

About the Role

As a Regional Service Manager for BYD and DENZA, you will provide strategic oversight and operational leadership across the Dealer Network within your assigned region. This role will be responsible for fostering strong dealer partnerships, supporting future service capacity planning, ensuring adherence to dealership standards, and driving continuous improvement in customer experience and service performance.

The role will play a critical part in safeguarding brand integrity, strengthening dealer capability, and enabling sustainable network growth and performance excellence across the region.

This role will be based in Brisbane, Queensland, with regular travel required across the assigned region.

In this role, your responsibilities will include, but not be limited to:

• Assessing Aftersales capacity, facility and development plans to ensure alignment with company standards and long-term network requirements.
• Working closely with assigned Dealers to drive exceptional customer service, operational performance and compliance with company standards.
• Conducting regular on-site Dealer visits to assess performance, provide Aftersales support and identify areas for improvement.
• Driving continuous improvement in customer experience, service retention and customer loyalty across the assigned Dealer Network.
• Supporting and guiding Dealers in the effective implementation of company policies, procedures and Aftersales standards.
• Managing, supporting and overseeing customer complaints and special incident handling, ensuring timely resolution and appropriate escalation where required.

Key Requirements

• Previous OEM experience in Aftersales, Sales, Dealer Network Development, or a related automotive function.
• Strong business acumen, with the ability to think strategically while maintaining service standards and brand integrity.
• Proven ability to build and maintain strong relationships with dealers and key stakeholders, providing consultative support across complex business environments.
• Experience in influencing dealer performance, with the ability to challenge, coach and support dealers to achieve required service standards and business outcomes.
• Experience in driving operational improvements, service performance, and customer experience outcomes.
• Willingness to travel regularly within the relevant state/region.
• Adaptable, proactive, and solutions-focused approach to problem-solving.
• Diploma or degree in Business, Automotive, or a related discipline preferred but not essential.
• Strong computer literacy, with proficiency in Microsoft Word, Excel, PowerPoint, Teams, SharePoint and Outlook.

Performance Goals

• Support future dealer network service capacity planning and development.
• Drive improvements in NPS, customer satisfaction and service retention.
• Improve dealership customer experience and customer loyalty.
• Ensure effective implementation and compliance with BYD policies, processes and service standards.
• Achieve relevant business and service performance KPIs.
• Deliver agreed Service Quality improvement projects and initiatives.
• Develop and monitor dealership action plans to address performance gaps and drive continuous improvement.

BYD Australia is under rapid expansion with plenty more opportunities to arise. If you are ready to make the most of everything you’ve learned so far, be challenged, work together with industry leaders, and be a part of a supportive and vibrant team, then BYD is ready for you.