Aftersales Manager

Job summary

Lead technical support, service quality, and training initiatives across the Canadian dealer network to ensure high aftersales performance. Act as the primary technical liaison between BYD Canada, dealership partners, and headquarters for EV technology and service operations.

Job details

Position Summary The Aftersales Manager is responsible for leading technical support, service quality, and technical training initiatives across BYD Canada's dealer network. This role ensures that dealership service teams have the technical expertise, diagnostic capabilities, and operational knowledge required to deliver exceptional customer service and maintain the highest standards of aftersales performance. The successful candidate will serve as the technical liaison between BYD Canada, dealership partners, and headquarters, supporting service operations, dealer capability development, warranty performance, and the successful introduction of new vehicle technologies. Key Responsibilities Dealer Technical Support & Service Operations Provide technical guidance and support to dealership service teams to ensure repairs and maintenance activities are performed in accordance with BYD standards. Assist dealers in diagnosing and resolving complex vehicle issues, including EV systems, battery technologies, charging systems, and connected vehicle functions. Support technical escalations and customer cases, ensuring timely and effective issue resolution. Monitor recurring technical concerns and develop corrective actions to improve vehicle reliability and service efficiency. Drive continuous improvement initiatives to improve First-Time Fix Rate (FTFR), repair quality, and overall service performance. Technical Training & Dealer Capability Development Develop and deliver technical training programs for service technicians, service advisors, workshop managers, and parts personnel. Coordinate certification programs and ensure dealership personnel maintain required technical qualifications. Organize classroom, virtual, and hands-on training sessions covering new vehicle technologies, diagnostic procedures, and service standards. Evaluate training effectiveness and identify opportunities to strengthen dealer technical capabilities. Support dealership readiness for new vehicle launches and technology introductions. Service Quality & Warranty Support Monitor key aftersales performance indicators, including FTFR, warranty performance, technical case resolution, repair efficiency, and customer satisfaction. Support warranty investigations, technical case management, and root-cause analysis activities. Conduct dealer service quality assessments and technical audits to ensure compliance with BYD standards. Work with dealers to implement corrective actions and continuous improvement plans. New Product & EV Technology Support Support the launch of new vehicle models and technologies across the Canadian dealer network. Coordinate technical information distribution, service bulletins, and repair procedures. Collaborate with Product, Quality, Engineering, and Aftersales teams to communicate field feedback and customer concerns. Ensure dealer readiness for new vehicle introductions, software updates, and technical campaigns. Cross-Functional Collaboration Partner closely with Aftersales Operations, Warranty, Parts, Sales, Product, and Dealer Development teams to ensure consistent execution of aftersales strategies. Provide market feedback and technical insights to support product improvement initiatives. Act as a key technical representative for dealership partners across Canada. Qualifications & Experience Education & Professional Experience Bachelor's degree in Automotive Engineering, Mechanical Engineering, Electrical Engineering, Automotive Technology, or a related field preferred. Minimum 8 years of experience in automotive aftersales, technical support, field service engineering, technical training, or dealer service operations. Experience working for an automotive OEM, importer, or dealer network is strongly preferred. Experience supporting electric vehicles, battery systems, and advanced vehicle technologies is highly desirable. Skills & Competencies Strong understanding of automotive diagnostics, repair procedures, service operations, and dealership aftersales processes. Experience developing and delivering technical training programs. Knowledge of warranty administration, technical case management, and service quality improvement. Strong analytical and problem-solving skills with a customer-focused mindset. Excellent communication, presentation, and stakeholder management abilities. Ability to effectively support dealership partners in a fast-paced and growing business environment. Additional Requirements Fluency in English is required; French language proficiency is considered a strong asset. Willingness to travel extensively across Canada to support dealer operations and training activities. Valid driver's license required. EV certification or experience with high-voltage systems is considered an asset.

What you’ll do

Lead technical support, service quality, and training initiatives across the Canadian dealer network to ensure high aftersales performance. Act as the primary technical liaison between BYD Canada, dealership partners, and headquarters for EV technology and service operations.

Requirements

Requires a bachelor's degree in engineering or automotive technology and at least 8 years of experience in automotive aftersales or technical support. Proficiency in English is required, with EV certification and French language skills considered strong assets.

Listed skills

• Customer service · Preferred
• Root Cause Analysis · Preferred
• Communication Skills · Preferred
• Project management · Preferred
• Technical Support · Preferred
• Stakeholder Management · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Automotive Diagnostics
• Technical Training
• Dealer Service Operations
• EV Systems
• Battery Technologies
• Warranty Administration
• Stakeholder Management
• Root-Cause Analysis
• Service Quality Assessment
• Technical Support
• Project Management
• Customer Service
• Technical Case Management
• Field Service Engineering
• Communication Skills

Job areas

• Management & Leadership
• Engineering
• Manufacturing
• Transportation
• Customer Service & Support

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