Senior Aftersales Operations Lead

We are seeking an experienced Aftersales Service Manager to lead and strengthen our aftersales operations across the dealer network. This role requires a professional with a strong presence in the service area, proven leadership skills, and the ability to ensure that dealers consistently deliver excellent service, optimize operational performance, and meet business objectives.

Key Responsibilities :

• Dealer Network Management : Act as the primary liaison between the company and the dealer network, ensuring adherence to aftersales standards, processes, and KPIs.
• Service Operations Excellence : Monitor dealer service operations to guarantee customer satisfaction, efficiency, and profitability in the service area.
• Performance Analysis : Track key aftersales metrics (service revenue, parts sales, warranty claims, CSI) and implement improvement plans with dealers.
• Training & Development : Oversee and follow up on service training processes, ensuring dealer staff complete training programs and apply acquired knowledge effectively.
• Coaching & Support : Provide guidance, coaching, and workshops to service managers and staff to strengthen technical expertise and customer service practices.
• Culture Focus : Ensure best practices in handling customer complaints, warranty cases, and retention programs.
• Process Compliance : Guarantee compliance with warranty policies, service standards, and internal procedures across all dealerships.
• Field Presence : Conduct regular dealer visits to assess service performance, identify areas of improvement, and drive execution of corrective actions.
• Collaboration : Work closely with internal departments such as Parts, Technical Support, and Customer Experience to align strategies and resolve issues.

Requirements :

At BYD Mexico, we promote equal employment opportunities and respect for diversity. All job openings are open to talented individuals regardless of gender, age, origin, orientation, identity, or any other condition. Our hiring decisions are based on each person's merits, competencies, and values, in strict compliance with Mexican legislation