the aftersales manager of Kuwait

Overview

the aftersales manager of Kuwait Jobs in Kuwait City, Al Asimah, Kuwait at Byd Company Limited

Title: the aftersales manager of Kuwait

Company: Byd Company Limited

Location: Kuwait City, Al Asimah, Kuwait

I. Key Responsibilities

(I) Overall After-Sales System & Team Leadership

1. Serve as the after-sales director of BYD OEM in Kuwait, fully oversee passenger vehicle after-sales operations across Kuwait, establish and operate a localized after-sales system in compliance with BYD global after-sales standards and headquarters policies.
2. Manage all local automotive after-sales businesses in Kuwait, including warranty claims, technical support, customer service, spare parts, etc.
3. Liaise with the Headquarters After-Sales Department, strictly implement headquarters after-sales policies, processes and standards, and adapt and optimize them according to Kuwait market characteristics.

(II) Dealer Network Management

1. Be responsible for the full lifecycle management of authorized dealers (4S shops / service stations) in Kuwait, including access review, operation guidance, capability assessment, performance monitoring, and elimination & optimization.
2. Regularly visit dealers, organize business meetings, promote the implementation of BYD after-sales standards, and improve service quality, customer satisfaction (CSI / NPS) and after-sales profitability.
3. Coordinate and resolve various issues in dealer operations (technical, claims, spare parts, customer complaints, etc.), and establish an efficient communication mechanism between the OEM and dealers.

(III) Warranty & Claims Management

1. Oversee vehicle and EV three-electric system warranty and claims business in the Kuwaiti market, strictly implement BYD global claims policies, review dealer claim applications to ensure compliance, efficiency and accuracy.
2. Lead technical analysis and judgment of claim disputes, coordinate with headquarters technical / quality departments to handle complex claims, control claims costs and prevent fraud risks.
3. Statistically analyze claims data, identify frequent quality problems, provide feedback to headquarters R&D and production departments, and drive continuous product improvement.

(IV) Technical Support & Advancement

1. Provide full-process technical support to dealers and end customers, including fault diagnosis, maintenance guidance, technical training, and implementation of new model technologies.
2. Coordinate technical resources in the Kuwaiti market, handle major / difficult technical problems and quality incidents, and coordinate headquarters technical experts for on-site solutions.
3. Promote the popularization of BYD new energy vehicle (EV / PHEV) maintenance technology in Kuwait, organize dealer technical training and certification, and enhance local maintenance capabilities.

(V) Customer Service & Satisfaction

1. Oversee the customer service system in the Kuwaiti market, manage the customer service team, handle end-customer inquiries, complaints and feedback to ensure closed-loop resolution of customer issues.
2. Monitor core indicators such as Customer Satisfaction Index (CSI) and Net Promoter Score (NPS), formulate improvement plans, and enhance BYD’s service reputation in Kuwait.
3. Plan and implement customer care activities (regular follow-ups, maintenance reminders, extended warranty promotion, etc.) to strengthen customer stickiness and loyalty.

(VI) Parts & Operations Management

1. Oversee and coordinate spare parts supply chain management in Kuwait, formulate parts demand plans and inventory strategies to ensure timely supply and reasonable inventory, supporting after-sales maintenance needs.
2. Manage the after-sales operation budget, control after-sales costs (labor, spare parts, operations, etc.), and improve the profitability of after-sales business.
3. Monitor core after-sales KPIs (work order completion rate, maintenance efficiency, claims approval rate, parts turnover rate, etc.), conduct regular reviews and optimize operation processes.

(VII) Compliance & Emergency Response

1. Ensure Kuwait after-sales business complies with local laws and regulations, industry standards and BYD compliance requirements, and avoid compliance risks.
2. Establish an emergency response mechanism to quickly respond to major quality incidents, batch failures, group customer complaints and other emergencies to safeguard brand image.

II. Job Requirements

(I) Basic Requirements

1. Bachelor’s degree or above; engineering majors such as Vehicle Engineering, Mechanical Engineering, Electrical Engineering, Automotive Service Engineering are preferred.
2. At least 3 years of after-sales work experience in the automotive industry; experience in after-sales management at an automotive OEM is preferred.
3. Fluent English (listening, speaking, reading and writing) as a working language; proficiency in Arabic is preferred.
4. Familiar with new energy vehicle (EV / PHEV) technologies, after-sales systems and three-electric warranty policies; after-sales experience at BYD or other mainstream new energy brands is preferred.

(II) Professional Competencies

1. Proficient in full-process automotive after-sales management, including core modules such as claims, technical support, customer service, parts management and dealer management.
2. Familiar with the establishment and operation of overseas after-sales systems, capable of end-to-end after-sales business coordination, and able to independently take charge of overall after-sales work in a country / region.
3. Strong technical background and fault diagnosis capabilities, able to quickly analyze and solve new energy vehicle technical problems.
4. Skilled in office software (Excel, PPT, Outlook) and after-sales management systems (DMS, claims systems, etc.).
5. Good data analysis ability, able to identify problems and formulate optimization plans through after-sales data.