Customer Support and Training Manager

Date:2019-01-19 End: 2019-03-31

LLocation: London, United Kingdom

Description

BYD UK is the UK distributor of BYD Company Ltd which is a China-based company and a global leading-edge provider of green energy technologies. BYD UK offers a range of electric vehicles, including all-electric cars, all-electric buses and all-electric forklift trucks. BYD are expanding its UK operations to support a growing portfolio of electric bus projects.

Main Duties and responsibilities:

1. General Training

   a. To plan and deliver training to UK bus customers and BYD UK field technicians. This will include vehicle servicing, maintenance and repair, and driver training.

   b. To work with customers and other parties to plan training events, including the availability of staff, facilities, equipment and training materials, agreement of training plans and content, and the maintenance of attendance records.

   c. To ensure training materials and other literature (training course handouts and Powerpoints, drivers’ manuals, parts catalogues, service manuals, etc) are maintained up-to-date in English language for all UK-market BYD products.

2. Vehicle Chargers

   a. To coordinate product support for UK-based BYD vehicle chargers. The scope of this encompasses all BYD-supplied hardware, and will cover routine maintenance and unscheduled repair work, and the maintenance of warranty records.

   b. To plan charger orders and hardware deliveries to UK customers.

   c. To work with customers and other contractors on new charger installations to ensure that all BYD installation requirements are understood and satisfied.

   d. To provide customer training in the correct use of BYD chargers.

   e. To manage the maintenance of any chargers under BYD UK’s direct control (eg at BYD’s own site, or portable chargers used for demonstration vehicles, etc).

   f. To manage the maintenance of any customer’s chargers for which BYD have been awarded a maintenance contract.

3. Charging Management System

   a. To provide customer-facing sales support on CMS for all UK customers. This will include working with customers’ IT teams to determine hardware requirements, agree garage installation design proposals, liaison with installers and related sub-contractors and to commission and sign off completed installations.

   b. To coordinate CMS orders with BYD’s team in China.

   c. To provide training for customers on operation of the CMS.

   d. To be the primary customer-facing point of contact on CMS queries and fault resolution.

   e. To work with BYD’s teams in China to resolve CMS technical problems, manage product support and maintenance, and coordinate the introduction of CMS product enhancements and new functions.

4. Product Improvement Requests

   a. To monitor the progress of UK-generated Product Improvement Requests through BYD’s systems.

   b. To ensure that PIR responses are timely and satisfy the objectives of the original request. In cases where the original request cannot be directly satisfied, to negotiate between BYD UK and the relevant teams in China to seek agreement on the best course of action.

   c. To validate the solutions developed before they are presented to customers.

   d. To monitor the introduction of product improvements and, where necessary, manage any retrofit campaigns.

5. Other related activities and contingent assignments.

6. Although primarily office based, the role will require travel throughout the UK and some travel elsewhere in Europe and to China.

7. The role report direct line to UK country manager while dotted line to A/s manager in China.

Qualifications:

1.Bachelors/HBO Degree in Mechanical Engineering preferred;


2.Strong knowledge of Vehicle Design fundamentals and Design Calculation;


3.Proficient in Auto CAD/ UG/Catier/Solidwork/Microsoft Office software;


4. Excellent verbal and written communication skills in English, a second foreign language is a plus;


5. Excellent organization skills and team work.

Salary:

Competitive salary based on experience

Contact information:

If you would like to know more about this vacancy, please feel free to contact us by e-mail at byduk@byd.com. You can submit your application by sending a CV and cover letter (in English).