Aftersales Service Excellence Director
4 days ago
**Aftersales Excellence Leader**
BYD Malaysia invites applications for an experienced Regional Aftersales Manager to lead our dealer network in delivering outstanding service experiences. This key role demands strong commercial acumen and leadership skills.
Main Responsibilities:
- Ensure that service activities at dealerships meet our company's high standards.
- Assess dealership readiness in aftersales operations, including facility standards, manpower adequacy, and process compliance.
- Evaluate spare parts operations at dealerships to guarantee efficiency and compliance.
- Supervise dealerships to deliver exceptional customer service experiences.
- Analyze Customer Satisfaction Index (CSI) and Net Promoter Score (NPS) performance at dealerships.
- Identify technical and non-technical training needs for dealership staff.
- Develop service marketing and promotional strategies at regional or dealership levels.
- Coordinate after-market activities and implement service campaigns.
Key Qualifications:
- Bachelor's degree in Business Administration, Automotive Engineering, or related field.
- Proven track record in the OEM/IAM field.
- Strong understanding of dealership operations and service standards.
- Commercial acumen with strong communication and presentation skills.
- Language Proficiency: Fluency in English, Bahasa Malaysia, and Mandarin due to business requirements.
- Leadership and self-motivation skills.
- Proficient in MS Office and CRM software.
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