Nicholas Ho

As the Service Manager for the Southeast Hub at BYD in Victoria, I am actively involved in the strategic planning and operational development of our service center network. My responsibilities include overseeing the build-up and rollout of the BYD Southeast Service Hub in alignment with regional growth objectives and OEM 3S (Sales, Service, Spare parts) operational standards.

Key areas include:

• Strategic development of the Southeast Hub to support regional service capacity and customer experience.
• Coordination of site development and infrastructure setup in compliance with OEM guidelines.
• Implementation of service processes and systems to meet BYD’s global 3S standards.
• Cross-functional collaboration with internal stakeholders, contractors, and external partners to ensure smooth project execution and aftersales readiness.
• Ensuring operational efficiency and service excellence as part of BYD’s commitment to sustainable and innovative mobility solutions in Australia

• As the Front of House Manager, I lead a dedicated team of five service advisors and five front reception staff, ensuring seamless daily operations and exceptional customer service.
• I am responsible for managing service bookings, consistently targeting 80 to 110 appointments per day. This booking strategy is closely aligned with optimizing aftersales foot traffic, maintaining departmental efficiency, and enhancing the overall customer experience

• Oversaw daily workshop operations, ensuring adherence to quality standards and safety protocols.
• Managed scheduling and workflow to optimize technician efficiency and service delivery.
• Led team training sessions on new automotive technologies and repair techniques.
• Implemented process improvements that enhanced service turnaround times and customer satisfaction.

• Appointed Workshop Manager by the Stillwell Motor Group (SMG) management team to lead a one-year group project following the company’s acquisition. The primary goal was to elevate the dealership’s Net Promoter Score (NPS) into the top 20 across the OEM network.
• I provided hands-on leadership across workshop operations and front-of-house service, driving aftersales growth to $230,000 per month within a mid-sized Volkswagen service department. Additionally, I developed and implemented Standard Operating Procedures (SOPs) within the Parts Operating System (Parts OS) to enhance operational efficiency and consistency

• Supervised daily workshop operations, ensuring adherence to safety protocols and operational standards.
• Trained and mentored junior staff on equipment usage and best practices for efficiency.
• Streamlined workflow processes, enhancing productivity and reducing waste in workshop activities.
• Implemented quality control measures to ensure compliance with industry regulations and standards.

• Oversaw daily workshop operations, ensuring efficient workflow and high-quality service delivery.
• Managed team of technicians, fostering a collaborative environment to enhance productivity.
• Developed training programs for staff on equipment use and safety protocols, enhancing operational compliance.

• Oversaw daily workshop operations, ensuring efficient workflow and adherence to safety standards.
• Trained and mentored junior staff on best practices and operational procedures.
• Implemented process improvements that enhanced productivity and reduced downtime.
• Coordinated maintenance schedules for equipment, ensuring optimal performance and longevity.

• Assisted in vehicle inspections and maintenance tasks under supervision.
• Learned to operate diagnostic tools for troubleshooting automotive issues.
• Supported senior technicians in repair procedures and parts replacements.
• Maintained cleanliness and organization of work areas and equipment.