Job brief:

BYD is seeking a hardworking Field Service Supervisor for Customer Service Department to manage day-to-day filed operations of warranty repair and technical support for delivered vehicles.

A global technology powerhouse, BYD is the world's largest manufacturer of electric vehicles, and lithium iron phosphate batteries. BYD stands for "Build Your Dreams", and our founder is passionate about a bold vision to free the world from fossil fuel dependence and leave a cleaner environment for future generations. With a start-up mentality in the North American market, ours is a dynamic workplace with immense opportunity for growth and advancement.

Responsibilities:                          

• Acting as the main point of communication between customers and Customer Service Department.
• Build good working relationships with customers and resolve customer complaints in an efficient manner.
• Provide leadership and guidance to service staffs to keep them motivated and help them achieve individual and team-based performance goals.
• Delegate work assignments effectively to field service staff to meet service goals.
• Coordinate and manage resource need to meet the set goals.
• Manage all customer queries and resolve issues in coordination with the relevant departments.
• Develop standard procedures to ensure high level of service experience to customers.
• Determine adequate skill and performance enhancement programs to keep the staff technically sound and updated to enhance their productive.
• Ensure that company safety guidelines are followed by service staffs.
• Monitor and manage time sheets, expenses within the allotted budget.
• Work with various teams to achieve optimum customer service, profitability and cost effectiveness.
• Obtain customer feedback regarding service every month to meet the customer expectations.
• Oversee performance evaluations, appraisals and training needs for service staff.
• Oversee day-to-day operations of service centers.
• Generate bi-weekly reports of down vehicles, customer concerns, customer complaints, etc.

Requirements:

• Excellent customer service skills.
• Proven experience supervising field operations.
• Strong leadership.
• Ability to communicate effectively with others at all levels.
• Results-orientated and able to work in different environmental conditions.
• Valid commercial driver license. (not required but an asset)
• Self-motivated.
• Ability to travel.
• Proficiency in MS Office (Outlook, Word, Excel).