Royal Enfield - Head - After Sales - APAC Region

You will be responsible for executing the after sales business strategy roadmap in APAC for achieving brand and service led business growth.

As an After Sales Head, you will be responsible for all aspects of after sales, customer care and spare parts for APAC.

You will work with cross-functional teams comprising of sales, service, marketing and aftersales for delivering business objectives.

- Responsible to ensure after-sales service operations for the APAC region is carried out as per RE standards.

- Responsible to ensure optimal customer care is provided and thereby contributing to customer satisfaction.

- Responsible for an increase in after sales service and thereby increased customer market share in the region.

- Responsible for achieving defined targets pertaining to service volumes.

- Ensuring prompt, polite and efficient connect with potential and existing customers.

- Maximizing customer loyalty and retention, by ensuring that customers receive constant care and attention.

- Promote service offerings of RE like Extended warranty, service contract, Insurance and RSA etc.

- Keeping up-to-date on market information on competitive dealer service, and current market conditions including service promotions etc and providing necessary inputs for making strategic business decisions.

- Promoting customer retention activities like Free Service camps, Customer meets & initial

- Quality survey etc to fulfill customer desire as well as to achieve satisfaction.

- Manage and mentor employees, as well as monitor their performance.

- Setting goals and objectives for promoting new and repeat business for the region.

- Encouraging and enabling technicians to keep their skills up-to-date through periodic technical training on new systems and components offered by the automotive manufacturers.

- Taking steps to maintain the highest Customer Service Index (CSI) rating from customers by handling customer and complaints immediately and according to dealership policy.

- Distributor - Interact with a distributor and help them in technical support, collect product feedback, conduct training, help in resolving critical issues & customer complaints, run customer care programs through their dealers, support in spare parts management.

- Homologation - Support for clearing homologation on the need basis

- Ensure PDI process is adhered to

- Legal Department - Handling legal aspect of business related to after sales, coordinating with the legal team in India.

- Government Agencies - Relationship with various stakeholders in the government departments (optional) for recall and campaigns information collection & sharing.

Technical / Engineering Degree

- Total work experience of 15-20 years in after sales, spare parts & network development in the automotive industry.

- Strong technical background, awareness of consumer laws in the country.

- Self-motivated, result oriented ability to manage ambiguity, ability to work & build a team and good interpersonal skills (Spoken/written English