Aftersales Manager

Electra Commercial Vehicles Ltd; Brighouse; On-site; GBP 50,000 - 70,000; Full time

Job summary

Electra Commercial Vehicles Ltd is seeking an After Sales Manager to lead and develop a team of technicians supporting battery electric heavy commercial vehicles. The role focuses on enhancing vehicle uptime and customer satisfaction while ensuring compliance with safety standards.

The ideal candidate will have extensive experience in aftersales management, strong technical understanding of electric vehicle systems, and excellent leadership skills.

This position requires regular travel to customer sites and participation in responsive service operations.

Qualifications

• Proven experience in aftersales or service operations management.
• Strong understanding of battery electric vehicle systems.
• Experience managing field-based technical teams.

Responsibilities

• Lead and develop a team of field service technicians.
• Manage technician scheduling and regional service coverage.
• Oversee diagnosis, repair, and maintenance for electric heavy vehicles.

Skills

Leadership

Team management

Customer service

Technical expertise

Communication skills

Education

Degree in Engineering or Automotive Technology

HV certification or EV technical qualifications

Tools

Telematics platforms

Service management systems

Job description

The After Sales Manager is responsible for leading and developing a team of field service technicians supporting battery electric heavy commercial vehicles (BEVs). The role ensures high vehicle uptime, excellent customer satisfaction, safe and compliant service operations, and efficient execution of warranty, maintenance, and repair activities across customer fleets.

The position acts as the primary operational interface between customers, technical support, engineering, parts, and service teams to deliver best-in-class aftersales support in a rapidly evolving zero-emission transport environment.

Key Responsibilities

• Lead, coach, and supervise a team of field service technicians and service coordinators.
• Manage technician scheduling, workload planning, and regional service coverage.
• Conduct regular performance reviews, training plans, and competency assessments.
• Foster a strong safety culture with strict adherence to HV (high-voltage) safety procedures.
• Build a high-performance customer-focused service organisation.

Customer Support & Relationship Management

• Act as the escalation point for major technical or customer service issues.
• Develop strong relationships with fleet operators, workshop managers, and customer stakeholders.
• Ensure rapid response and resolution to vehicle downtime events.
• Drive customer satisfaction, retention, and service contract performance.
• Support key account reviews and operational meetings with customers.

Field Service Operations

• Oversee diagnosis, repair, commissioning, maintenance, and campaign activities for electric heavy vehicles.
• Monitor service KPIs including:
• Vehicle uptime
• First-time fix rate
• Mean time to repair (MTTR)
• Service response times
• Warranty cost performance
• Ensure effective utilisation of remote diagnostics and telematics systems.
• Coordinate roadside support and emergency response activities when required.

Technical & Engineering Coordination

• Liaise with engineering and product development teams regarding recurring failures and field performance issues.
• Support root cause analysis and corrective action implementation.
• Ensure technical bulletins and software updates are effectively deployed.
• Contribute to continuous product improvement through field feedback.

Warranty & Compliance

• Manage warranty processes, claim validation, and cost control.
• Ensure all service activities comply with:
• HV electrical safety standards
• Regulatory and environmental requirements
• Workshop and mobile service compliance standards
• Maintain accurate service documentation and reporting.

Parts & Service Planning

• Coordinate with parts and logistics teams to minimise vehicle downtime.
• Support spare parts forecasting and inventory optimisation.
• Assist in developing service programmes and preventative maintenance plans.

Key Performance Indicators (KPIs)

• Fleet uptime percentage
• Warranty cost management
• Technician utilisation and productivity
• First-time fix rate
• Service response and resolution times
• Health & safety compliance metrics
• Service contract profitability

Required Qualifications & Experience

• Proven experience in aftersales, service operations, or field service management within:
• Commercial vehicles
• Automotive OEMs
• Electric vehicle sectors
• Experience managing mobile or field-based technical teams.
• Strong understanding of diagnostic and repair processes for heavy vehicles.
• Knowledge of high-voltage EV systems and battery technologies.
• Experience handling customer escalations and operational service delivery.
• Excellent leadership and organisational skills.
• Full driving licence.
• Degree or qualification in Engineering, Automotive Technology, or related discipline.
• HV certification or EV technical qualifications.
• Experience with telematics and remote diagnostics platforms.
• Knowledge of warranty systems and OEM processes.
• Experience supporting fleet operators or public transport customers.

Technical Knowledge

• Battery electric drivetrains
• High-voltage safety systems
• CAN diagnostics and vehicle software systems
• Fleet maintenance operations
• Telematics and connected vehicle technologies
• Service management systems and CRM platforms
• Warranty and campaign management processes

Personal Attributes

• Calm under pressure and decisive
• Excellent communication and stakeholder management skills
• Analytical and solution-oriented
• Able to operate in a fast-paced, evolving technology environment
• Strong attention to detail and safety compliance
• Collaborative leadership style

Working Conditions

• Combination of office, workshop, and field-based activities.
• Regular travel to customer sites and service locations.
• Occasional out-of-hours support for critical fleet issues.
• Participation in on-call escalation rota may be required.