Senior Manager, Aftersales - NMIPL

Section Head

Head – Field Operations

GM aftersales

(Immediate Superior)

Director Aftersales

(Next level Superior)

Aftersales

          Summarise in one statement why this job exists; and how it contributes to the overall mission/objective of the organisation.

Responsible for leading the Technical Hub as the center of excellence for dealer technical support, customer experience enhancement, diagnostic governance, launch readiness, regulatory compliance, and workshop performance improvement, ensuring achievement of key after-sales business objectives.

List the expected end results that must be achieved in order to fulfil your job purpose and the activities that help in achieving these results.

Improved Fix It Right First Time (FIRFT) and Technical Resolution Effectiveness.

• Lead technical support for critical and complex diagnostic cases.
• Review repeat repair trends and implement corrective actions.
• Drive root cause analysis and permanent countermeasures for recurring issues.
• Ensure timely closure of technical escalations through dealer and field team collaboration.

Successful New Vehicle Launch Readiness across Dealer Network.

• Ensure readiness of dealers for new model launches.
• Monitor launch-related technical issues and support timely resolution.
• Drive implementation of launch readiness action plans.

Improved Customer Experience Satisfaction (CES) and Service Quality across the Dealer Network.

• Drive CES improvement initiatives through effective technical support and service quality enhancement.
• Monitor customer feedback, complaint trends, and dealer performance.
• Support field teams and dealers in resolving critical customer concerns.
• Ensure implementation of service processes and best practices across the network.

Efficient Management of Pending Vehicles and Critical Escalations.

• Conduct regular reviews of pending and aged vehicle cases with field teams.
• Establish action plans and monitor implementation.
• Escalate critical cases and coordinate cross-functional support.
• Drive reduction in vehicle downtime and customer inconvenience.

Enhanced Workshop Capability, Tool Readiness and Profitability.

• Review effectiveness and utilization of workshop diagnostic tools and equipment.

• Manage Workshop Profitability Dashboard

Describe the major challenges you face in carrying out your job, and what you do in order to overcome them.

Who (internal/external) does this position interact with on a regular basis to perform this role? How often and for what purpose?                          

Internal

External

• Warranty
• Parts Department
• TCS
• CQ & Training
• Service Marketing
• Accessories
• Business Planning
• DMS team

• Dealers
• Vendors

List the data which will reflect the scope and scale of activities concerning your job.

            (These should be quantifiable numerical amounts)

KPIs:

New Project AS Readiness - DJM Achievement.

25%

AS Technical Readiness Tekton & R1324
 ADT, New Dialogys, ESM/SST/FRS/WIMB/OM

20%

F1  (3M)

20%

CES

20%

15%

            State the minimum acceptable proficiency for this job. Do not state incumbent-specific information

Bachelor's or higher degree of mechanical engineering or automobile engineering

Experience of working in automobile OEM in Technical Department and AS Engineering

Experience : 12~15 Years of relevant experience

1. Proficient in communication, negotiation, muti-tasking and problem solving tools

2. Comprehension of IND domestic market situation/environment.

3. Good Computer Skills including Excel, Powerpoint, etc

4. Good presentation skills

GK: Genba Kanri (Shop Floor Management) RTC: Regional Training Centre WTR: Warranty Turnover Ratio APW: Alliance Production Way OEE: Overall Equipment Efficiency QRQC: Quick Response Quality Control SOP: Start of Production CBU: Complete Built Units Kaizen Methodology: Continuous Improvement Activities.