Aftersales Operations Manager

BYD Europe; Courbevoie; Sur place; EUR 70 000 - 110 000; Plein temps

Résumé du poste

BYD Europe is seeking an experienced Aftersales Manager to ensure operational excellence, profitability, and performance of the national service network. You will drive aftersales projects, support the Aftersales Manager, and oversee Area Service Managers to deliver high-quality customer experience and business results.

Responsibilities include optimizing dealer profitability, leading ASM teams, overseeing operations across technical support, warranty, parts logistics, and coordinating with BYD

Qualifications

• 5+ years experience in automotive aftersales operations or network management.
• Strong understanding of service profitability levers and KPIs.
• Proven ability to manage teams and drive performance.
• Project management capability with structured execution.
• Excellent communication and stakeholder management.

Responsabilités

• Service Network Performance & profitability: monitor and optimise dealer profitability and KPIs.
• Team Leadership & Area Service Manager Oversight: coach ASMs and ensure targets.
• Aftersales Operations & Process Management: oversee technical support, warranty, parts and processes.
• Project Management & Strategic Initiatives: lead national aftersales projects and timelines.
• Dealer Support & Issue Resolution: assist dealers on warranty, tech topics, and logistics.

Connaissances

Team leadership

Stakeholder management

Analytical skills

Project management

Communication

Description du poste

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 Department:

The After Sales department within BYD Europe is responsible for all Service & Maintenance related topics concerning our full electric buses & trucks. This is including, but not limited to, building up a service network in whole Europe, providing technical support to our customers and Service Providers, supporting the sales department by calculating Life Cycle Costs, development of the Spare Parts business and providing training. The main objective of the After Sales department is to contribute to Customer Satisfaction & loyalty.

Role Purpose:

Ensure the operational excellence, profitability, and performance of the national service network. Drive aftersales projects, support the Aftersales Manager, and oversee Area Service Managers to deliver high-quality customer experience and business results.

Key Responsibilities:

1. Service Network Performance & Profitability

Monitor and optimize profitability of authorized service partners (labor rate, productivity, parts margin, workshop capacity).

Analyze dealer KPIs: NPS/CCR, TAT, warranty claim rate, service retention, PDI quality, stock accuracy, and operational compliance.

Develop and implement incentive programs to drive network performance and profitability.

Ensure dealer adherence to BYD service standards, operating processes, and contractual requirements.

2. Team Leadership & Area Service Manager Oversight

Lead, coach, and support Area Service Managers to ensure consistent execution of service policies and operational targets.

Track ASM performance, define objectives and monitor action plans and follow-up.

Provide guidance to ASMs on dealer support, issue resolution, and escalation management.

3. Aftersales Operations & Process Management

Ensure daily operations run effectively across technical support, warranty, parts ordering, customer handling, and service processes.

Identify gaps and drive continuous improvement of aftersales procedures, tools, and operational standards.

Coordinate with BYD Europe and China to implement new policies and ensure alignment with local market requirements.

4. Project Management & Strategic Initiatives

Lead national aftersales projects (network development, body & paint strategy, training rollout, CRM improvements, digitalization initiatives, etc.).

Prepare project timelines, stakeholder alignment, performance tracking, and final implementation.

Support the Aftersales Manager in strategic planning and cross-functional projects.

5. Dealer Support & Issue Resolution

Support dealers on operational topics: warranty, technical topics follow-up, customer cases, parts logistics, and system usage.

Act as escalation point for complex cases and coordinate internal teams to ensure timely resolution.

Skills, Qualifications, and Experience Required:

• 5+ years experience in automotive aftersales operations or network management.

  Strong understanding of service profitability levers, workshop KPIs, and automotive processes.

  Proven ability to manage teams (direct or indirect) and drive operational performance.

  Project management capability with structured execution and strong follow-up.

  Excellent communication, analytical skills, and stakeholder management.

  Ability to work in a fast-paced, dynamic environment and manage multiple priorities.

  Fluent in French and English.

Location: Courbevoie / La Défense
Type of Employment: Full-time