After-Sales Technical Support Manager - Passenger Cars

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.

Working location:
Uxbridge, London

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.

• Implement and ensure consistent execution of BYD standard after-sales warranty policies and claim management requirements across the regional dealer network.

• Collect and provide…