National Sales Head

Job Description : National After-Sales Head (2/3 Wheeler) Department: After-Sales Reports To: COO / Business Head Job Location - Nigeria Benefits - Tax free Salary in USD + Local Allowance + Expat benefits incl. Accommodation, Medical Leaves, 30 Days Paid Leaves, Tickets, Visa etc. Job Summary: The National Aftersales Head 2W & 3W will be responsible for developing and leading the entire aftersales strategy across India for both 2-Wheeler and 3-Wheeler segments. This includes overseeing service operations, parts sales, warranty management, dealer development, customer experience, and profitability enhancement of the aftersales function. Skills: · Strong leadership and team management. · Excellent analytical and strategic thinking. · Proficient in service planning, warranty, parts logistics, and dealer management. · Knowledge of DMS/CRM tools and digital service platforms. Key Responsibilities: Strategic Planning & Execution: · Define and execute national aftersales strategy aligned with business goals. · Plan and implement service network expansion to improve service reach and customer satisfaction. · Drive initiatives for increasing service revenue and parts sales. Service Operations: · Monitor dealer workshop KPIs (CSI, FTR, TAT, UIO coverage, etc.). · Standardize service processes and ensure adherence to SOPs across the network. · Introduce innovative service formats (mobile service, pick & drop, express service, etc.) Spare Parts & Warranty: · Ensure timely availability and distribution of genuine spare parts across the dealer network. · Optimize inventory and supply chain to reduce TAT and ensure cost control. · Oversee warranty claims, analysis, and cost reduction measures. Customer Experience: · Drive Customer Satisfaction Index (CSI) improvement initiatives. · Implement digital tools (CRM, DMS, Mobile Apps) to enhance customer touchpoints. · Analyze customer feedback and address root causes through policy/process changes. People & Network Development: · Coach and manage regional service teams. · Collaborate with the training department for continuous upskilling of dealer technicians and service advisors. · Evaluate and develop the aftersales network including dealer audits and performance reviews. Budgeting & Reporting: · Develop and monitor annual aftersales budget (revenue, warranty, training, etc.). · Track performance metrics and present periodic reports to leadership. · Ensure compliance with legal, safety, and environmental regulations. Qualifications & Experience: · Bachelors degree in Engineering or Automotive/Mechanical discipline (MBA preferred). · 15+ years of experience in after-sales for 2/3 wheeler only · Proven track record of handling national after-sales operations with P&L accountability. · Strong understanding of dealer network management, service KPIs, spare parts logistics, warranty claims, and customer service processes. Key Performance Indicators (KPIs): · Service Revenue Growth · Parts Sales Volume & Revenue · Customer Satisfaction Index (CSI) · Warranty Cost Reduction · Dealer Network Performance Metrics

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