About our Client:

Our Client is among one of the most promising Automobile OEM into EVs (Electric Vehicle), having their strong presence in India & International Geographies and growing multiple of XXX.

This is a team of passionate people, who got together and built the most amazing EV products rated and looked after by Industry as a game changer with their futuristic approach. This is MAKE IN INDIA and exporting from India to International Market. They are backed by marquee investors (Globally well established).

They are changing the thoughts of customers by surprising with their products launched so far with the features and uniqueness.

There is more to be discussed about them.

About the Role

This role will be instrumental in building a high-performance driven team for the organization by developing leaders, institutionalizing lean systems, driving innovation and fostering a culture of accountability, collaboration and continuous improvement.

The Head's influence spans strategic planning, setting up robust after Sales Operational team and the integration of cutting-edge technologies. This role delves into the pivotal aspects of a backbone, highlighting their involvement in service network & Operations, Spare Parts, Warranty & Logistics, vendor negotiations, crisis management, supply chain, Cost-efficiency, Quality Standards, Delivery, safety, Customer Experience (CQDS), overseeing overall after sales health of the organization and the forward-looking approaches of strategic business forecasting, by unpacking these key areas, we gain a deeper understanding of how s/he contribute to shaping responsive, and competitive operations in today's industrially advanced landscape.

Team - Field Team - ASMs & ZSMs - Direct Company Employees Servicing network / partner's / dealership's (Administratively)

Reports to CEO

Job Objective & Key Interactions

1. Service Network & Operations

- Define and execute the national and international after-sales strategy aligned with organization's growth roadmap

- Build and scale a multi-tier service network covering company-owned service centres, authorised service partners, and dealer service units

- Identify city and state-level coverage gaps and drive rapid network expansion aligned to sales growth

- Standardise SOPs, diagnostics, and repair processes across all touchpoints

- Own end-to-end service delivery quality including CSAT, NPS, and TAT

2. Spare Parts, Warranty & Logistics

- Oversee spare parts forecasting, sourcing, inventory, and end-to-end logistics covering procurement, warehousing, and last-mile delivery

- Ensure parts availability across all service touchpoints with minimal stockouts

- Drive revenue through genuine parts and accessories across all service channels

- Own warranty claims processing, extended warranty and AMC products

- Manage reverse logistics including defective returns and warranty cores

3. Connected Vehicle, Diagnostics & Remote Monitoring

- Own the connected vehicle control center for real-time fleet health monitoring across the entire vehicle population

- Use telematics and vehicle data to identify fault patterns, error codes, and anomalies remotely

- Enable data-backed diagnostics that reduce misdiagnosis and unnecessary part replacements

- Build dashboards and alerting systems for service teams to act on live vehicle data and system trends

4. Preventive Maintenance & Field Failure Management

- Develop predictive and preventive maintenance program based on vehicle usage patterns and telemetry

- Own the detection, tracking, and resolution of field failures from first signal to root cause closure

- Maintain a field failure database and drive systematic analysis to identify recurring issues

- Collaborate with engineering and product teams to feed field insights back into vehicle development

- Define escalation protocols for safety-critical failures and manage customer communication during recalls or campaigns

5. OTA, Campaigns & Connectivity Management

- Own the end-to-end OTA firmware update process covering planning, staging, rollout, and monitoring

- Coordinate with product and engineering teams on OTA scheduling to minimise customer disruption

- Manage service campaigns and technical bulletins across the fleet

- Oversee the SIM and connectivity lifecycle for all connected vehicles including network renewals, plan management, and uptime monitoring

6. User & Service Manuals

- Own the creation, review, and periodic update of owner manuals, quick reference guides, and in-app service content

- Maintain the service manual library covering repair procedures, torque specs, wiring diagrams, and diagnostic guides

- Coordinate with engineering for timely updates post vehicle changes, new variants, or OTA-driven feature changes

- Manage technical service bulletins and ensure all documentation is accessible across digital and print formats

7. Customer Relations & Experience

- Own the customer relationship function across the full ownership lifecycle covering onboarding, service interactions, and retention

- Manage inbound queries, complaints, and escalations through call center and digital channels

- Define and track satisfaction metrics including CSAT, NPS, and resolution TAT

- Design AMCs, loyalty program, post-purchase communication, and service reminders

- Drive proactive outreach to close the loop on customer feedback and improve retention

8. Team Building & Training

- Build and lead the after-sales organisation across field, operations, and support functions

- Design and deliver EV-specific technical training program for in-house technicians and ASP teams

- Cover battery systems, motor, electronics, and software diagnostics in training curricula

- Own technician certification and skill grading frameworks

- Track competency levels against service quality outcomes

9. Field Team - ASMs & ZSMs

- Define roles, KRAs, and performance frameworks for Area Service Managers and Zonal Service Managers

- Ensure consistent service standards, SLA adherence, and customer satisfaction across all geographies

- Drive field team capability through structured coaching, reviews, and escalation management

- Use field inputs to identify network gaps, infrastructure needs, and training requirements

- Build a strong field leadership pipeline with clear growth and development pathways

10. Service Planning & P&L

- Lead annual service network planning covering capacity, coverage, and infrastructure requirements

- Develop business cases for new service formats such as mobile service and doorstep pickup and drop

- Own the after-sales P&L including revenue from service, parts, accessories, AMCs, and extended warranty

- Plan and manage the after-sales budget covering opex, capex, and headcount

- Report on network health, KPIs, and strategic initiatives to leadership

Skills / Knowledge / Certifications

- Strong leadership, communication, analytical, and problem-solving skills are essential

- Any Professional additional global certifications relevant to the role from well-regarded Institutes of repute / associations or equivalent

- Work experience in Service based product driven OEM, growing organizations

- Should be willing to work in dynamic and changing environment.

- Good understanding to work on ERP is required.

- Ability to explain numbers with proper analysis and justification

- Ability to managing compliance and other statutory requirements for a legal entity

Education & Experience

- Professionally qualified having Engineering degree from well-regarded institutes, preferably with Masters or PGD or any other equivalent education

- Minimum 15+ years of experience in similar roles & responsibilities and last few years handled Leadership roles within fast paced growing organization, preferably having startup experience would be a plus or worked with promoter / founder driven organizations.

1. Program Coordination

- Coordinate cross-functional alignment among multiple function / teams / network / dealers / partners / suppliers for effective execution of the operations through SOP.

- Oversee program planning across design, prototyping, testing and timely readiness phases.

- Manage project budgets, timelines and deliverables, ensuring interdependencies are tracked and resolved proactively.

- Align supply chain and partner readiness for build phases and validation cycles.

- Evaluate team bandwidth and capability gaps; define optimized workflows to improve coordination and accountability.

- Report program progress, risks, and mitigations through structured updates and leadership reviews.

2. Operational Excellence

- Lead cross-functional coordination among Sourcing, Quality, Supplier's, partners, dealer network teams to ensure a smooth and scalable ramp-up

- Develop and execute phased network expansion plans aligned with quality, cost, and delivery targets.

- Identify and mitigate bottlenecks across supply chain, planning and operations.

- Resolve customer complaints and process issues impacting brand / organization or throughput.

- Assess team resource gaps and recommend structural or workflow improvements to strengthen execution capability.

- Establish clear review mechanisms, performance dashboards, and progress tracking for ramp milestones

- Drive supplier and internal readiness to meet capacity expansion goals.

Non-Negotiable (Mandatory skill sets / experience etc)

Candidate should have worked either with the Start-Ups or having experience of working / setting up the Green / Brown fields projects or working / worked.