National Aftersales Manager - Commercial Vehicles

Business Overview

BYD Commercial Vehicles Australia (BYD CV) is a division of BYD Auto, headquartered in Shenzhen, China, and a global leader in battery electric vehicle technology.

BYD CV is responsible for the sales, delivery, service, and support of BYD buses and trucks throughout the Australia Pacific region.

Position Summary

Based in our Mulgrave office in Melbourne and reporting to Director of BYD Commercial Vehicles Australia, the National Aftersales Manager i s responsible for leading and optimising all aspects of the aftersales operation. The job reponsbilities including technical support, warranty management, spare parts supply, customer service, and field support activities.

Working closely with customers, dealers, service partners, and BYD headquarters, the role ensures the delivery of exceptional customer support while driving continuous improvement in product reliability, service performance, and customer satisfaction.

This position plays a critical role in maintaining long-term customer relationships, protecting the BYD brand, and supporting future business growth across Australia and New Zealand.

Key Responsibilities

• Aftersales Operations Management

Lead and manage all aftersales functions, including technical support, warranty administration, spare parts operations, and customer service activities to maximise customer satisfaction and fleet uptime.

Key Duties

• Ensure the prompt and effective resolution of customer complaints and technical issues.
• Develop and manage strategic service support networks across Australia and New Zealand.
• Lead and develop the aftersales support team to ensure customers receive industry-leading service and support.
• Ensure customers receive appropriate product training and technical guidance.
• Manage spare parts inventory, forecasting, and supply chain activities to maintain service levels.
• Monitor key performance indicators (KPIs) relating to warranty, service response times, parts availability, and customer satisfaction.
• Contribute to business planning and strategic decision-making as a member of the leadership team.
• Systems, Processes and Continuous Improvement

Develop and maintain systems and processes that improve efficiency, reduce errors, increase responsiveness, and enhance the overall customer experience.

Key Duties

• Maintain customer management systems to ensure all customer interactions, issues, and resolutions are accurately recorded and tracked.
• Ensure warranty, invoicing, service, and parts transactions are processed accurately and in a timely manner.
• Prepare regular management reports covering warranty performance, customer satisfaction, service activities, and operational performance.
• Identify trends and recurring issues and implement corrective actions.
• Liaise closely with BYD Headquarters' Aftersales, Engineering, and R&D teams to improve product quality, reliability, and serviceability.
• Drive continuous improvement initiatives throughout the aftersales operation.
• Customer Relationship Management

Build and maintain strong relationships with customers and service partners to maximise customer satisfaction and identify opportunities for future business growth.

Key Duties

• Maintain a strong customer-focused culture throughout the organisation.
• Ensure all customer enquiries are managed professionally and efficiently.
• Monitor customer satisfaction levels and proactively address concerns before they escalate.
• Conduct regular customer visits and business reviews.
• Represent BYD at industry events, conferences, customer meetings, and official functions as required.
• Support sales activities by identifying opportunities for additional products, services, and support agreements.
• Leadership and People Management

Provide leadership, coaching, and development to the aftersales team to achieve high-performance outcomes.

Key Duties

• Lead, mentor, and develop team members to achieve business objectives and professional growth.
• Establish clear performance expectations and accountability measures.
• Conduct regular performance reviews and provide constructive feedback.
• Identify capability gaps and implement appropriate training and development programs.
• Participate in workforce planning, recruitment, succession planning, and organisational development activities.
• Foster a positive, collaborative, and safety-focused work environment.
• Corporate Governance and Compliance

Demonstrate leadership and professionalism while ensuring compliance with all company policies, regulatory requirements, and ethical standards.

Key Duties

• Act at all times in accordance with BYD values and corporate standards.
• Ensure compliance with all applicable legislation, regulations, and company policies.
• Promote workplace health, safety, and environmental responsibility.
• Represent BYD professionally in all public, industry, and customer engagements.
• Support the achievement of BYD's strategic and operational objectives.

PERSONAL PROFILE

Capabilities

Within the context of the main responsibilities and accountabilities of the role, the employee is expected to demonstrate the following capabilities:

• Personal qualities of integrity, credibility, and dedication to the mission of BYD CV.
• Excellent communication and relationship building skills with an ability to prioritize, negotiate, and work with a variety of internal and external stakeholders.
• Personal commitment to excellent customer service.
• Applies broad-based knowledge to manage projects, account for resources and ensure compliance with relevant legislation and standards.
• A successful track record in setting priorities, managing work demands and evaluating progress while remaining responsive to changing priorities.
• Works autonomously, delegating appropriately to manage workload.
• Uses initiative to develop new approaches and achieve high performance outcomes.
• Commitment to training staff to maximize individual and organization goals.
• Works well in a multi-functional and multi-cultural team.
• Fully proficient with Microsoft Word and Excel.

Essential

Qualifications and Experience

• Relevant qualification or extensive experience in heavy vehicle maintenance, service operations, or technical support.
• Proven experience managing aftersales operations within the commercial vehicle, automotive, transport, or heavy equipment industries.
• Strong customer relationship management experience.
• Demonstrated leadership experience managing technical or service teams.
• Current Heavy Rigid (HR) driver's licence.
• Strong commercial, analytical, and problem-solving skills.

Desirable

• Experience with buses, trucks, or commercial vehicle fleets.
• Knowledge of electric vehicles, battery systems, and high-voltage technologies.
• Experience working with international manufacturers and cross-cultural teams.
• Mandarin language skills.

Travel Requirements

Regular domestic and occasional international travel will be required. A current passport is essential.

Hours of Work

This is a full-time position requiring you to work 38 hours per week. These working hours shall not be considered by you to be a maximum. You may be required to work outside these hours either to complete the Duties under this Agreement or as the Company may reasonably require.

How To Apply

If you believe you are a good fit for the role, please don't hesitate to click on APPLY and submit your updated resume.

BYD Australia is under rapid expansion with plenty more opportunities to arise. If you are ready to make the most of everything you’ve learned so far, be challenged, work together with industry leaders, and be a part of a supportive and vibrant team, then BYD is ready for you.