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About the Role

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.

Responsibilities

Lead and coordinate regional after-sales technical support activities, ensuring timely response, effective resolution, and proper closure of technical issues.
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.
Manage the escalation and resolution of critical technical issues affecting Vehicle Off Road (VOR) cases at dealerships, facilitating cross-functional collaboration.
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.
Define, align, and implement technical management standards across the regional dealer network, ensuring consistent execution and compliance.
Monitor and evaluate dealer technical capabilities and repair quality, identify capability gaps, and drive continuous improvement.
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.
Promote the deployment and utilization of after-sales diagnostic systems and technical tools across the dealer network.
Collect user feedback and functional improvement requirements for diagnostic systems and tools, and coordinate with relevant teams to enhance system functionality.
Manage the collection of requirements, deployment coordination, implementation, and feedback for after-sales special tools.
Support the localization and development of special service materials, coordinating technical specifications, product validation, and local market adaptation.
Coordinate the localization and management of after-sales technical documentation and service materials.
Collect and consolidate dealer feedback on repair manuals, diagnostic procedures, and technical documentation, driving content corrections and updates.
Implement and ensure consistent execution of BYD standard after-sales warranty policies and claim management requirements.
Collect and provide feedback on warranty policy implementation based on local regulations, market conditions, and operational requirements.
Coordinate the resolution of exceptional cases and policy-related disputes, ensuring regulatory compliance and policy consistency.

Requirements

Minimum 3 years of experience in automotive after-sales technical support, technical service management, or after-sales service operations.
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.
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.
Experience in technical training needs analysis, training content development, and training program coordination and delivery.
Strong cross-functional communication, stakeholder coordination, and project management skills.
Proven experience in team building, people management, performance evaluation, and team capability development.
Strong customer-focused mindset and service awareness.
Ability to understand local market requirements and coordinate technical resources to support business operations.

Location

Uxbridge, London

Experience Level

Minimum 3 years of experience

Education Level

Automotive engineering, vehicle technology, or a related technical field

Salary/Compensations

Performance and experience based competitive remuneration

Benefits

25 holidays + public holidays
Scottish Widow workplace pension
Commute allowance
Salary sacrifice car scheme
Department & company wide teambuilding events.

About the Company

An exciting opportunity to be part of European transition to Zero Emissions transportation and de-carbonization of the economy
Our Purpose is to build a zero-emission future that reconnects humanity with nature and a World of clean air.
We are looking for talent that connects with this mission and want to create positive impact by joining a diverse and dynamic team 🌏