After Sales Service Role - Automobile Business

About the Role:

To manage and strengthen after sales service operations across Sunshine Market (5 countries) by ensuring effective coordination with TVS, improving customer satisfaction, driving service business growth, enhancing dealer network capabilities, and implementing standardized service processes and digital initiatives.

Key responsibilities:

- Handle complete after sales service operations for assigned international markets.

- Analyze / Coordinate closely / Communicate with the principal company on technical feedback, warranty issues, product feedback, field quality reports, and service improvement initiatives.

- Support development and expansion of dealer/service network in assigned countries.

- Conduct workshop audits and dealer evaluations to ensure adherence to company standards, SOPs, infrastructure, manpower, tools, and customer handling processes.

- Drive demand generation activities for service business including service campaigns, periodic maintenance promotion, parts business growth, and customer engagement initiatives.

- Monitor and improve customer satisfaction parameters including NPS (Net Promoter Score), customer feedback, complaint resolution, and service quality KPIs.

- Ensure effective deployment and utilization of digital service tools, DMS, CRM platforms, mobile applications, and other after sales technologies across markets.

- Conduct technical and service process training programs for distributors, dealer staff, and service teams.

- Coordinate spare parts and service support requirements with cross-functional teams.

- Support launch activities for new products from after sales readiness perspective including training, tools, literature, and service infrastructure.

- Ensure implementation of standard operating procedures and best practices across all assigned markets.