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.

Position Summary

• The Aftersales Manager – Benelux is responsible for the overall planning, organizational setup, service network development and operational management of BYD’s aftersales business across Belgium, the Netherlands and Luxembourg.

• The role requires an in-depth understanding of the regional automotive market, customer expectations and dealer operating environment. The Aftersales Manager will develop and implement the regional aftersales strategy, build and develop the local aftersales team, and drive continuous improvement in service quality, customer satisfaction and aftersales business performance across the authorized service network.

• The position works closely with dealers, authorized service partners, BYD Europe and headquarters functions to establish a consistent, efficient and customer-focused aftersales operation throughout the Benelux region.

Key Responsibilities

1. Team Setup and Organizational Development

• Develop the regional aftersales organizational structure and workforce plan based on market development, vehicle parc, network scale and operational workload.

• Build and develop the regional aftersales team and define responsibilities across technical support, warranty, training, network operations, customer satisfaction and parts coordination.

• Participate in the recruitment, selection, onboarding and performance evaluation of key aftersales employees.

• Establish effective team management mechanisms, including regular meetings, objective setting, performance reviews, issue tracking and escalation processes.

• Set clear objectives and development plans for team members and provide regular performance coaching.

• Identify organizational and individual capability gaps and develop appropriate training, coaching, recruitment and resource plans.

• Promote effective cooperation and knowledge sharing between the Benelux team, BYD Europe, headquarters and other markets.

• Build a customer-focused, results-oriented and continuous-improvement team culture.

• Continuously optimize organizational responsibilities, staffing and internal workflows as the business develops.

2. Market Insight and Aftersales Strategy

• Develop an in-depth understanding of the automotive market, aftersales ecosystem, regulatory environment, customer expectations and dealer operating models across Belgium, the Netherlands and Luxembourg.

• Analyze regional sales, vehicle parc, model mix, vehicle age, customer distribution and service-demand trends.

• Conduct market research and industry benchmarking covering local aftersales network structures, service outlet formats, customer service models, warranty policies, parts operations and dealer management practices.

• Identify gaps and development opportunities relating to BYD’s service network coverage, service capability, customer experience, operational efficiency and partner profitability.

• Develop and implement the regional mid- and long-term aftersales strategy and annual business plan in line with BYD Europe’s objectives.

• Provide recommendations on service network coverage and outlet development based on market potential, vehicle parc, customer location, travel distance and existing service capacity.

• Evaluate the suitability of exclusive workshops, multi-brand workshops, satellite service points and other service formats under different market conditions.

• Support dealer investment and business feasibility assessments, balancing customer coverage, service capacity, investment requirements and partner profitability.

• Anticipate resource requirements for new model launches and vehicle parc growth, including staffing, workshop capacity, tooling, training, spare parts and technical support.

• Use customer satisfaction, complaint, repair lead-time, first-time-fix, parts availability and technical-case data to identify systemic issues and define improvement priorities.

• Provide management and headquarters with regular market insights, risk assessments, resource requirements and strategic recommendations.

3. Aftersales Business and Service Network Development

• Lead the development and continuous improvement of BYD’s authorized service network across the Benelux region.

• Manage the aftersales onboarding and operational preparation of new dealers and authorized service partners.

• Ensure service outlets meet BYD requirements relating to facilities, workshop capacity, special tools, diagnostic equipment, staff training, spare parts, systems, processes and high-voltage safety.

• Conduct service-readiness assessments and ensure identified gaps are resolved before or within an agreed period following outlet activation.

• Establish structured dealer issue-tracking, follow-up and escalation mechanisms.

• Coordinate with Legal, Commercial and Network Development teams on aftersales agreements and contractual requirements.

• Support dealers in developing sustainable aftersales business plans and service-capacity plans.

• Ensure service network development remains aligned with vehicle parc growth and changing customer demand.

4. Dealer and Service Performance Management

• Establish annual aftersales objectives with dealers and authorized service partners and regularly monitor their performance.

• Conduct regular dealer visits, business reviews, service audits, workshops and regional meetings.

• Review dealer aftersales business plans and support partners in improving service quality, operational efficiency and commercial performance.

• Monitor key operational indicators and identify performance and capability gaps.

• Agree corrective action plans with underperforming partners and monitor their implementation.

• Escalate significant operational, compliance, capacity or customer risks to management in a timely manner.

• Promote consistent implementation of BYD service standards and customer experience requirements across the network.

• Support dealer profitability and long-term investment capability through operational and commercial improvement.

5. Customer Satisfaction and Complaint Management

• Take ownership of regional aftersales customer satisfaction and NPS performance.

• Work closely with dealers and the Customer Service team to ensure customer complaints are acknowledged, investigated and resolved in a timely and professional manner.

• Analyze customer feedback, NPS results and recurring complaints to identify root causes and improvement opportunities.

• Drive corrective and preventive actions and ensure effective closed-loop management.

• Coordinate the handling and escalation of critical, complex or high-risk customer cases.

• Manage goodwill requests and authorizations in accordance with BYD policies and delegated authority.

• Promote consistent customer experience standards throughout the Benelux service network.

• Use customer feedback to improve dealer processes, service capability and regional aftersales policies.

6. Technical Operations and Field Support

• Coordinate regional technical support activities and ensure the timely handling of dealer technical cases.

• Monitor technical cases through the Technical Information System (TIS) and coordinate with BYD Europe and headquarters on complex vehicle issues.

• Manage and escalate Vehicle Off Road (VOR) cases in cooperation with Technical, Quality, Warranty, Parts and Supply Chain teams.

• Establish appropriate monitoring and escalation mechanisms for critical technical and VOR cases.

• Identify recurring technical issues and provide structured market feedback to the relevant functions.

• Support the implementation of technical service campaigns, field actions, recalls and product-improvement measures.

• Ensure dealers have access to the latest technical information, repair procedures and supporting materials.

• Support the service network in improving diagnostic quality, repair efficiency and first-time-fix performance.

7. Training and Service Capability Development

• Identify training needs and capability gaps across the regional service network.

• Establish and coordinate technical, warranty, service-process, customer-handling and system training for BYD employees and dealer personnel.

• Support new employees and dealer teams in completing the required onboarding, training and certification programs.

• Monitor training participation, learning progress, assessment results and capability gaps.

• Coordinate with BYD Europe and headquarters training teams on new model, product and technology training.

• Ensure the service network maintains the capabilities required for battery-electric vehicles, plug-in hybrid vehicles and high-voltage systems.

• Develop continuous capability-improvement plans based on audits, technical cases, customer feedback and business requirements.

8. Spare Parts and Warranty Operations

• Work closely with Supply Chain and Parts teams to continuously improve spare parts availability and delivery performance.

• Monitor backorders, emergency orders, initial dealer stock and parts requirements relating to urgent repairs and VOR cases.

• Support dealers in establishing appropriate spare parts inventories based on vehicle parc, model mix and service demand.

• Identify systemic parts-supply issues and coordinate corrective actions with the relevant teams.

• Ensure dealers correctly implement BYD warranty policies, claim procedures and documentation requirements.

• Monitor warranty performance, claim quality and process compliance.

• Coordinate regional goodwill cases, warranty audits and corrective actions.

• Support the prevention of warranty leakage and improvement of claim quality.

9. Aftersales Systems and Process Implementation

• Lead the implementation and adoption of BYD aftersales systems and platforms, including DMS, LMS and TIS.

• Ensure dealers and authorized service outlets have the required system access, trained users and supporting operational processes.

• Monitor system usage, data quality and process compliance across the service network.

• Identify system and process gaps and coordinate improvements with BYD Europe and headquarters.

• Use system data to support business analysis, performance reviews, operational management and decision-making.

• Promote standardized, efficient and transparent aftersales processes throughout the Benelux region.

10. Cross-Functional Cooperation and Project Management

• Lead regional aftersales projects from planning and implementation through to performance review.

• Work closely with Sales, Network Development, Customer Service, Technical, Quality, Warranty, Training, Parts, Supply Chain, IT, Finance, Commercial and Legal teams.

• Establish effective operational communication, issue-management and escalation mechanisms.

• Represent the regional aftersales function in internal meetings, dealer discussions and external business activities.

• Prepare regular management reports covering business progress, network performance, customer issues, operational risks and required actions.

• Coordinate regional aftermarket activities, new model launches, service campaigns and other strategic initiatives.

Qualifications

• Bachelor’s degree or above, preferably in Automotive Engineering, Mechanical Engineering, Business Administration or a related discipline.

• At least five years of relevant automotive aftersales experience.

• Experience working for an automotive OEM, national sales company, distributor, dealer group or authorized service network is preferred.

• Proven experience in several of the following areas: dealer management, aftersales operations, network development, technical support, warranty, training, customer satisfaction or spare parts operations.

• Previous experience in building, developing or transforming an aftersales organization or dealer network is strongly preferred.

• Experience in developing regional aftersales strategies and translating them into operational plans is preferred.

• Experience with battery-electric vehicles, plug-in hybrid vehicles or high-voltage systems is an advantage.

• Good understanding of dealer operations and the Benelux automotive market is preferred.

• Familiarity with automotive aftersales systems such as DMS, LMS, TIS and CRM is preferred.

• Fluent written and spoken English.

• Professional proficiency in Dutch or French is strongly preferred; knowledge of both languages is an advantage.

• Chinese language skills are an advantage but are not essential.

• A valid driving licence and willingness to travel frequently across the Benelux region.

Location: Hoofddorp, the Netherlands
Type of Employment: Full-time