Head - Service (Exports) || Automotive OEM || North India

Role & responsibilities

Strategic & Leadership Responsibilities

• Define and execute global after-sales service strategy for export markets aligned with business growth plans.
  
• Act as the central authority for service policies, warranty frameworks, and technical support for international markets.
  
• Lead and develop a high-performing global service support team.
  

Dealer & Distributor Service Enablement

• Establish and strengthen service capabilities of international distributors and dealers.
  
• Drive dealer service readiness including workshops, tooling, manpower, and training.
  
• Support new market entry by setting up service infrastructure and service SOPs.
  

Technical Support & Escalation Management

• Provide advanced technical support for complex field issues across export markets.
  
• Handle critical customer complaints and escalations to ensure timely resolution.
  
• Coordinate with R&D, Quality, Manufacturing, and Supply Chain teams for root cause analysis and corrective actions.
  

Warranty & Service Operations

• Develop and manage export warranty policies, claim processes, and approval mechanisms.
  
• Monitor warranty cost trends and implement actions to optimize warranty spend.
  
• Ensure compliance with country-specific regulations and customer requirements.
  

Service Performance & Analytics

• Track key service KPIs such as uptime, MTTR, warranty cost, customer satisfaction, and dealer performance.
  
• Use service data and field feedback to drive continuous product and process improvements.
  

Preferred candidate profile

• Education:

  B.E. / B.Tech (Mechanical / Automobile / Agricultural Engineering preferred)

• Experience:

• 18-20+ years of experience in after-sales/service within tractors, farm equipment, or automotive OEMs
  
• Minimum 710 years in handling international/export service operations (Preferred)/ Open to explore Domestic as well
  

Interested candidates can reach us out at bharti@symbiosisindia.net