After-Sales Technical Support Manager - Passenger Cars

BYD EUROPE; Uxbridge; On-site; GBP 65,000 - 90,000; Full time

Benefits offered by this job

Performance-based pay

25 holidays + public holidays

Scottish Widow workplace pension

Commute allowance

Salary sacrifice car scheme

Department & company-wide teambuilding

Exciting European transition to Zero-"

Job summary

BYD Europe is seeking an After-Sales Technical Support Manager to lead regional technical support operations, engineering collaboration, and warranty policy execution across our dealer network in the UK.

You will drive root cause analysis, coordinate large-scale quality issues, manage a cross-functional team, and develop training programs to improve service quality and customer satisfaction.

Qualifications

• Minimum 3 years in automotive after-sales support or service operations.
• Strong understanding of vehicle systems, fault diagnosis, and repair technologies.
• Experience with large-scale product quality issue management or technical upgrade projects preferred.
• Experience with training needs analysis and program delivery.

Responsibilities

• Lead and coordinate regional after-sales technical support activities with timely resolution of issues.
• Drive root cause analysis and implementation of technical solutions for quality issues.
• Oversee improvement projects including OTA updates and recall campaigns.
• Manage escalation and resolution of critical VOR cases at dealerships.
• Define and implement regional technical management standards across dealers.
• Monitor dealer technical capabilities and drive continuous improvement.
• Support planning and delivery of regional technical training programs.

Skills

People management

Project management

Cross-functional communication

Problem solving

Customer focus

Education

Automotive engineering degree

NEV experience

Tools

Diagnostic systems

OTA software updates

Repair tools and manuals

Job description

The After-Sales Technical Support Manager is responsible for regional after-sales technical support, product quality issue resolution, dealer technical management, and warranty policy implementation, ensuring efficient issue resolution and high service standards.

1. After-Sales Technical Support Coordination

• Lead and coordinate regional after-sales technical support activities, ensuring timely response, effective resolution, and proper closure of technical issues to support market operations and customer satisfaction.
• Coordinate the management of large-scale product quality issues in the after-sales network, driving root cause analysis, development and implementation of technical solutions, and follow-up on execution effectiveness.
• Oversee after-sales technical improvement projects, including technical upgrade campaigns, Over-the-Air (OTA) software updates, VPC-related technical activities, and vehicle recall campaigns, ensuring effective coordination, implementation, and progress tracking.
• Manage the escalation and resolution of critical technical issues affecting Vehicle Off Road (VOR) cases at dealerships, facilitating cross-functional collaboration to minimize vehicle downtime and restore vehicle operability.

2. Product Risk Case Management

• Manage the end-to-end process of product risk cases, including risk identification, issue escalation, reporting, cross-functional coordination, solution tracking, and case closure.
• Coordinate with relevant departments to conduct risk assessments and develop effective mitigation measures, ensuring timely implementation and minimizing potential impacts on market operations, customer satisfaction, and brand reputation.

3. Dealer Technical Management

• Define, align, and implement technical management standards across the regional dealer network, ensuring consistent execution and compliance with BYD technical requirements.
• Monitor and evaluate dealer technical capabilities and repair quality, identify capability gaps, and drive continuous improvement to enhance overall workshop technical performance.

4. Technical Training Support

• Support the planning and implementation of regional technical training activities, including training needs analysis, training program planning, technical content development, and training delivery.
• Facilitate targeted technical training and capability development initiatives based on market technical issues, product updates, and identified dealer competency gaps.

5. Technical Support Team Building and Management

• Build and manage the technical support team, including recruitment and interviews, role and responsibility allocation, performance management, and team capability development.
• Establish effective team collaboration and issue-resolution mechanisms to continuously improve technical capabilities, operational efficiency, and cross-functional cooperation.

6. Workshop Technical Service Product Deployment and Feedback Management

• Diagnostic Systems and Tools: Promote the deployment and utilization of after-sales diagnostic systems and technical tools across the dealer network. Collect user feedback and functional improvement requirements, and coordinate with relevant teams to continuously enhance system functionality and repair efficiency.
• Special Tools Management: Manage the collection of requirements, deployment coordination, implementation, and feedback for after-sales special tools, ensuring dealers have access to the necessary repair tools and equipment.
• Local Development of Special Service Materials: Support the localization and development of special service materials, including lubricants, coolants, and other automotive fluids, coordinating technical specifications, product validation, and local market adaptation.
• Technical Documentation Localization: Coordinate the localization and management of after-sales technical documentation and service materials, ensuring alignment with local language requirements, market needs, and regulatory standards.
• Repair Manual Improvement: Collect and consolidate dealer feedback on repair manuals, diagnostic procedures, and technical documentation, driving content corrections, technical information updates, and continuous improvement.

7. After-Sales Warranty Policy Implementation and Optimization

• Implement and ensure consistent execution of BYD standard after-sales warranty policies and claim management requirements across the regional dealer network.
• Collect and provide feedback on warranty policy implementation based on local regulations, market conditions, and operational requirements, supporting continuous policy improvement and localization.
• Coordinate the resolution of exceptional cases and policy-related disputes, ensuring regulatory compliance, policy consistency, and effective implementation.

1. Professional Experience:

Minimum 3 years of experience in automotive after-sales technical support, technical service management, or after-sales service operations.

2. Technical Background:

Educational or professional background in automotive engineering, vehicle technology, or a related technical field. Good understanding of vehicle systems, fault diagnosis, and repair technologies. Experience with New Energy Vehicles (NEVs) is preferred.

3. Technical Problem-Solving Skills:

Strong capabilities in complex technical issue analysis, fault diagnosis, root cause analysis, and cross-functional problem resolution. Experience in large-scale product quality issue management or technical upgrade projects is preferred.

4. Technical Training Experience:

Experience in technical training needs analysis, training content development, and training program coordination and delivery.

5. Communication and Project Management:

Strong cross-functional communication, stakeholder coordination, and project management skills, with the ability to drive issues through to resolution.

6. Team Management:

Proven experience in team building, people management, performance evaluation, and team capability development.

7. Market and Customer Orientation:

Strong customer-focused mindset and service awareness, with the ability to understand local market requirements and coordinate technical resources to support business operations.

• Performance and experience based competitive remuneration
• 25 holidays + public holidays
• Scottish Widow workplace pension
• Commute allowance
• Salary sacrifice car scheme
• Department & company wide teambuilding events.
• An exciting opportunity to be part of European transition to Zero Emissions transportation and de-carbonization of the economy