Aftermarket Head – Passenger Car Division

Position Title:

Location:

Industry:

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Experience Required:

Position Purpose:

The Aftermarket Head will be responsible for leading the overall aftermarket operations, including service, spare parts, and customer satisfaction across the passenger car division, with a strong focus on Electric Vehicles (EVs). This role plays a crucial part in ensuring post-sales excellence and enhancing brand loyalty.

Key Responsibilities:

Strategic & Operational Leadership

• Develop and execute the aftermarket strategy for the passenger car segment, focusing on both ICE and EV product lines.
• Define KPIs and service benchmarks to ensure superior customer experience and operational efficiency.
• Lead and supervise service network expansion plans (service centers, workshops, mobile service units).

EV Aftermarket Readiness

• Drive EV-readiness across service networks – training technicians, upgrading service tools, and ensuring spare parts availability.
• Collaborate with OEMs and technical teams to resolve complex EV-related service issues.
• Monitor and improve battery service, warranty, and lifecycle management.

Customer Service & Retention

• Build customer satisfaction and loyalty programs (AMC, extended warranty, service campaigns).
• Monitor and improve CSI/SSI scores; handle escalated customer complaints.
• Design and implement service promotions and value-added services.

Parts Management

• Oversee the availability, pricing, and supply chain of spare parts and accessories.
• Optimize inventory levels and distribution models to reduce turnaround time.
• Coordinate with suppliers and OEMs to ensure the availability of EV-specific components.

People Management

• Lead and develop the aftermarket team (managers, technicians, service advisors, parts managers).
• Conduct regular technical training, product workshops, and performance reviews.

Business Performance

• Monitor service revenue, parts sales, and profitability.
• Identify and implement cost-control initiatives in service and parts.
• Generate reports and insights for senior management on aftermarket performance.

Key Requirements:

• Bachelor's degree in Mechanical/Automobile Engineering or related field; MBA is a plus.
• 10–13 years of progressive experience in aftermarket operations within the passenger car segment.
• Minimum 2–3 years of experience managing EV service operations.
• Strong knowledge of dealership management, service KPIs, warranty, and parts logistics.
• Excellent leadership, communication, and team management skills.
• Willingness to relocate to Nepal and travel across regions as required.