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Regional Service Representative

2 weeks ago

Copenhagen, Copenhagen, Denmark BYD Europe Full time
About the Job

We are seeking a highly skilled Regional Service Representative to join our team at BYD Europe. In this exciting position, you will play a key role in establishing and maintaining a strong after-sales service network in the Nordic region.

As a Regional Service Representative, you will be responsible for building and maintaining relationships with local dealers and dealer groups, focusing on high-quality service and mutual satisfaction. You will also develop, implement, and maintain service products and after-sales propositions to ensure the correct execution of service procedures and perform administrative tasks.

This role reports directly to the Regional Manager After Sales Passenger Cars Nordics, Benelux and Hungary.

Key Responsibilities
  • Drive and support dealer partners' service network management, including service preparation, monitoring, and managing aftersales business plans and steering dealer partners' continuous service level improvement.
  • Plan and organize regular dealer visits, meetings, workshops, and other activities with regional partners, ensuring the development, execution, and assessment of after-sales projects.
  • Evaluate and improve the quality of our service network by providing timely training, tooling, and supportive materials and programs to secure the localization and implementation of BYD's aftersales policies and standards in the network.
  • Own and continuously improve all authorized repairers/service centers KPIs, collaborating with Chinese and European HQ to create, implement, and ensure regular ad-hoc performance reporting.
  • Implement customer-centric approaches and unique BYD customer experiences at dealer partners, collecting and analyzing service/maintenance data, resolving customer complaints and negative feedback in a timely manner, and supporting and monitoring partners' CX process improvements via Voice of Customer-focused initiatives supported by local call center setups.
  • Support and communicate with technical support, quality, and warranty teams regarding critical issue handling, quality investigations, and training arrangements.
  • Coordinate spare parts deliveries in close cooperation with the parts supply chain team, steering parts service level improvements.
  • Collaborate with dealer partners to achieve monthly, quarterly, and annual after-sales objectives and KPIs.
  • Travel across the region/country as needed to support day-to-day after-sales business and ensure close relationships with dealer partners.