Accounts Support Assistant; After-Sales, Commercial Vehicles

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.

Department:
European Commercial Vehicle After-Sales Service Department

Location:

Hoofddorp (NL)

The After-Sales department within BYD Europe oversees all aspects of Service & Maintenance for our full electric buses and trucks.

The Operations Support Team keeps the department's internal workflows, data and platforms in order so that service and maintenance operations across Europe run smoothly. The team covers contract administration, the handover of new projects from Sales to After Sales, platform administration, process work and communication across departments. It works closely with regional managers, service partners, customers and colleagues at BYD headquarters in China, in an environment where priorities change quickly and problems need to be picked up early.

As Accounts Support Assistant, you will be the day-to-day support contact for BYD's after-sales platforms. You will handle support tickets from users across Europe, keep account, vehicle and contract data in the platforms accurate, and follow issues through to resolution with BYD HQ in China. As BYD expands its after-sales platforms, you will also work with the Service Digitalization and IT teams to make sure new tools and features fit the way After Sales actually works.

This is not a product manager role, but your knowledge of the users and their problems will directly shape what gets built.

The Accounts Support Assistant is responsible for:

• Handling support tickets for the after-sales platforms from first response to closure, keeping users informed along the way.

• Managing user accounts: creating new accounts, setting up access rights and solving login and access issues.

• Keeping vehicle information in the platforms up to date and correcting data errors when they are reported.

• Entering contract information into the platforms from the official signed contracts, such as warranty terms and service contract details, and checking that it matches the source documents.

• Supporting internal handover processes, including the handover of new projects from Sales to After Sales, so that the right data reaches the platforms on time.

• Acting as the point of contact with BYD HQ in China for tickets that need their resolution or action, and following up until they are closed.

• Supporting other teams when new platforms or features are rolled out, including testing, user onboarding, user guides and feedback after go-live.

• Working with the Service Digitalization and IT teams on the expansion of the after-sales platforms, bringing in user feedback, recurring issues and requirements from the field.

• Spotting recurring ticket types and data issues, and proposing fixes, FAQs or documentation that reduce them.

• Other responsibilities assigned by the line manager.

• At least 3 years of professional work experience
  , preferably in an automotive, technical or IT environment.

• Experience handling support tickets or working in an internal support, service desk or helpdesk team is a strong plus.

• Comfortable…