Senior Program Manager - NAC

• The Senior Manager After-Sales Diagnostics will lead a team of technical experts responsible for delivering world-class diagnostic support, repair guidance and market assistance across the dealer network.
• The role ensures effective issue resolution, technical accuracy and continuous improvement of diagnostic quality and service efficiency, while driving team development and stakeholder collaboration.

Key Responsibilities1. Diagnostic and Repair Excellence

• Lead the diagnostics function to support workshops in complex vehicle diagnosis and repair resolution.
• Ensure accurate root cause analysis and implementation of corrective and preventive actions.
• Guide technical experts in resolving recurring field concerns and product quality issues.
• Monitor key diagnostic KPIs (FTFR, repair turnaround time, repeat repairs).

2. Market and Workshop Assistance

• Act as the central escalation point for technical issues from the field and HQ.
• Support workshops with expert-level technical assistance .
• Analyze market trends, vehicle performance data and warranty returns to identify systemic issues.
• Coordinate with HQ teams for technical alignment.

3. Issue Resolution and Technical Documentation

• Ensure all field fixes and diagnostic updates are communicated effectively to dealer networks.
• Maintain an issue-tracking system to ensure timely closure of open concerns.

4. People Leadership and Development

• Manage a team of 20+ diagnostic engineers and technical specialists.
• Set clear performance goals, conduct periodic reviews, and foster a culture of accountability and learning.
• Mentor and build team capability in advanced diagnostics, EV/hybrid systems, and new technologies.
• Encourage cross-functional collaboration and continuous improvement initiatives.

5. Cross-functional and Strategic Initiatives

• Partner with global diagnostic teams, R&D and service engineering to implement best practices.
• Support introduction of new models and technologies with diagnostic readiness and serviceability feedback.
• Drive cost optimization, process efficiency, and digital diagnostic initiatives.
• Represent the diagnostics function in management reviews and cross-functional forums.

Key Skills & Competencies

• Strong technical expertise in After-Sales vehicle diagnostics, electrical systems and repair processes.
• Proficiency in diagnostic tools, OBD protocols, and service documentation platforms.
• Excellent analytical and problem-solving abilities with structured approach to issue resolution.
• Proven leadership and people management experience
• Strong stakeholder management and communication skills across technical and business teams.
• Exposure to global automotive OEM practices preferred.