Aftersales Area Service Manage（Paris & North Region）

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.

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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

1. 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.

2. Service KPI Management & Performance Governance

• 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.

3. BYD Process Implementation & Compliance

• 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.

4. Network Development & Service Quality Improvement

• 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.

5. Cross-functional Collaboration

• 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.