After-Sales Service Leader

Job Description

We are seeking a dynamic and experienced leader to establish and scale our new After-Sales Service organization catering to both automotive and stationary battery storage customers. This role will be pivotal in driving customer satisfaction, service excellence, and sustainable revenue through a robust on-field and remote service strategy, powered by digital platforms. Key Responsibilities: - Build and lead the After-Sales Service organization using existing internal resources and new capabilities where needed. - Ensure exceptional service delivery to customers through on-site and remote support mechanisms. - Leverage and expand digital platforms for diagnostics, remote assistance, and predictive maintenance. - Own and optimize turnaround time (TAT), first-time fix rates, and customer satisfaction metrics. - Forecast, plan, and ensure availability of spare parts across service points efficiently. - Design and execute training programs for internal teams and customers to enhance service quality and safety. - Drive service revenue (AMC, repairs, extended warranties, etc.) while ensuring profitability. - Establish systems for service planning, escalation management, performance tracking, and continuous improvement. - Ensure adherence to safety, compliance, and regulatory standards across service operations. Preferred candidate profile: - Bachelors degree in Engineering (Mechanical / Electrical / Electronics preferred). MBA is an added advantage. - 15+ years in after-sales/service operations, preferably in the automotive or battery energy storage domain. - Proven experience in building or scaling service networks. - Familiarity with digital service platforms and remote diagnostics. Skills & Attributes: - Strong leadership and people development skills. - Strategic thinking with a hands-on execution mindset. - Excellent communication and customer relationship skills. - Strong analytical and operational planning capabilities