Aftersales Area Service Manage（Paris & North Region）

BYD EUROPE; Courbevoie; On-site; EUR 70,000 - 100,000; Full time

Job summary

BYD France recherche un(e) Aftersales Area Service Manager pour conduire l'excellence du service sur le réseau distributeur de Paris et du Nord. Vous assurerez la performance NPS, le respect des standards et l'implémentation des processus After Sales.

Vous coordonnerez les actions avec les équipes Ventes, Support Technique, Pièces et Garantie, mènerez des revues de performance et piloterez des plans d'amélioration continue, tout en restant orienté client et terrain.

Qualifications

• Expérience solide dans la gestion d’un réseau After Sales.
• Réalisations avérées en amélioration NPS et qualité de service.
• Bonne compréhension des opérations d'atelier et des KPIs de service.
• Capacité à challenger les concessionnaires et à impulser des améliorations de performance.
• Orientation client avec fortes compétences analytiques.
• À l’aise avec les visites sur le terrain et les réunions d’évaluation de performance.
• Maîtrise du français et de l’anglais.

Responsibilities

• Responsable d'améliorer la performance NPS dans le réseau concessionnaires.
• Analyser les facteurs détracteurs et mettre en place des plans d'action.
• Former les équipes service des concessionnaires sur la relation client et la communication.
• Assurer le suivi clients et le respect des processus.
• Suivre les KPI Aftersales régionaux (NPS, CCR, temps de résolution, disponibilité des pièces).
• Conduire des revues de performance avec les concessionnaires.
• Définir des plans d'action pour les sites sous-performants.
• Veiller au respect des standards BYD et procédures qualité.
• Assurer l’intégration des nouveaux concessionnaires et le démarrage du service.
• Identifier les écarts opérationnels et proposer des améliorations.
• Planifier la capacité de service et la préparation des ateliers.
• Améliorer la logistique des pièces et les lead times.
• Travailler avec les équipes Ventes, Support Technique, Pièces, Garantie et Service Client.
• Aligner avec les exigences des flottes et grands comptes lorsque applicable.
• Assurer une bonne communication entre concessionnaires et le siège BYD France.

Skills

After Sales network management

NPS improvement

Service KPIs

Dealer performance

Customer-centric mindset

Field visits

Fluent French & English

Job description

About BYD

Our Purpose is to build a zero-emission future that reconnects humanity with nature. We are looking for talent that connects with this mission and want to create positive impact by joining a diverse and dynamic team.

BYD is a leading, high-tech multinational, based in Shenzhen, China. Operates in four core fields of IT, automotive, new energy, and rail transit and employs over 300,000 people worldwide. As a global pioneer in New Energy Solutions BYD is dedicated to building a zero-emission ecosystem.

BYD Europe BV located in Hoofddorp, Netherlands. BYD Europe BV offers a full line of BYD electric vehicles, including all-electric cars, all-electric buses, and all-electric forklift trucks.

About BYD France

BYD France is the French National Sales Company of BYD BV Europe and BYD Company Ltd, a China-based company and a leading global supplier of green energy technologies. BYD France offers a range of electric vehicles, including all-electric cars, buses & forklifts. BYD is expanding its operations in France to support a growing portfolio of New Electric Vehicle Passenger car and LCVs projects.

About The Role

The Aftersales Area Service Manager plays a critical role in driving service excellence and performance across the Paris and North Region dealer network.

You will be responsible for improving NPS performance, strengthening service quality standards, and ensuring the full implementation of BYD After Sales processes within the dealer network.

Acting as the key operational interface between BYD France and the dealer service network, you will ensure KPI achievement, customer satisfaction, and operational compliance while supporting sustainable business growth.

This is a field-oriented role with strong performance accountability.

Key Responsibilities

• NPS & Customer Experience Performance
• Drive NPS improvement across the assigned dealer network.
• Analyze detractors and implement corrective action plans.
• Coach dealer service teams on customer handling, transparency and service communication.
• Ensure customer follow-up processes are executed correctly.
• Monitor survey open rate and response rate and implement improvement actions.
• Take ownership of regional Aftersales KPIs (NPS, CCR, ticket resolution time, parts availability, workshop productivity, warranty quality).
• Conduct regular performance reviews with dealers.
• Define action plans for underperforming sites and monitor execution.
• Ensure compliance with BYD service standards and quality procedures.
• Secure achievement of APV bonus conditions.
• Implement and enforce BYD After Sales operational standards (TIS, DMS, CRM, warranty procedures, technical communication).
• Ensure proper execution of service processes, warranty claims and technical escalation.
• Monitor audit readiness and corrective action follow-up.
• Ensure dealers respect national regulatory requirements.
• Support new dealer onboarding and service start-ups.
• Identify operational gaps and propose continuous improvement initiatives.
• Drive service capacity planning and workshop readiness.
• Improve parts logistics coordination and service lead time.
• Support training needs identification and technical upskilling.
• Work closely with Sales, Technical Support, Parts, Warranty and Customer Service teams.
• Align with fleet and key account requirements where applicable.
• Ensure strong communication flow between dealers and BYD France HQ.

Requirements

• Strong experience in After Sales network management (OEM or dealer group).
• Proven track record in NPS improvement and service quality enhancement.
• Strong understanding of workshop operations and service KPIs.
• Ability to challenge dealers and drive performance improvements.
• Customer-centric mindset with strong analytical skills.
• Comfortable with field visits and performance review meetings.
• Fluent in French and English.