EV Aftersales Lead - Service, Parts & Customer Experience

Electrum; Jakarta Pusat; On-site; IDR 400,000,000 - 800,000,000; Full time

Job summary

Electrum is seeking an Aftersales Manager to lead end-to-end aftersales operations for electric motorcycles, ensuring reliable, safe, and efficient service across servicing, repair, spare parts, warranty, and field support.

You will supervise service centers, workshops, mobile teams, and partners, driving standardized processes, KPI tracking, budgeting, and a best-in-class customer experience. This leadership role demands strategic thinking and hands-on execution.

Qualifications

• Bachelor's degree in automotive engineering, mechanical engineering, electrical engineering, industrial engineering, business management, or related field.
• Minimum 5 years of experience in automotive or motorcycle aftersales, workshop operations, or repair-and-maintenance operations.
• Minimum 2 years of leadership experience managing workshops, service teams, technicians, or aftersales operations.
• Experience in electric motorcycles, EVs, or battery systems is strongly preferred.
• Strong knowledge of motorcycle service and repair operations, warranty, and parts management.
• Experience managing technical complaints and root-cause analysis.

Responsibilities

• Lead daily aftersales operations across service centers, workshops, mobile or field service teams, and authorized service partners.
• Develop and implement standardized service, repair, maintenance, inspection, and vehicle handover processes for electric motorcycles.
• Ensure service capacity, technician allocation, workshop tools, diagnostic equipment, and service turnaround time meet targets.
• Establish and monitor KPIs including service turnaround time, first-time-fix rate, workshop productivity, and cost per repair.
• Lead spare-parts planning and coordination with Supply Chain to forecast demand and minimize shortages.
• Manage warranty policies, claim assessment, documentation, approval processes, and warranty-cost control.
• Monitor repair-part consumption, inventory accuracy, obsolete stock, and parts lead time; ensure safe handling for batteries and regulated components.
• Build a seamless customer journey from service booking to post-service follow-up; resolve escalated complaints within SLAs; improve communication of estimates and status.
• Develop preventive-maintenance, service packages, extended warranty options, accessories, and retention initiatives; support aftersales for retail and fleet customers.
• Develop budgets, capacity plans, performance forecasts, and cost-control initiatives; identify revenue growth opportunities in labor, parts, and service packages.

Skills

Leadership

Aftersales Operations

Service Management

KPI Tracking

Customer Experience

Data Reporting

Stakeholder Coordination

Education

Bachelor's degree in engineering or business management

Job description

Electrum is seeking an Aftersales Manager to lead end-to-end aftersales operations for electric motorcycles, ensuring reliable, safe, and efficient service across servicing, repair, spare parts, warranty, and field support.

You will supervise service centers, workshops, mobile teams, and partners, driving standardized processes, KPI tracking, budgeting, and a best-in-class customer experience. This leadership role demands strategic thinking and hands-on execution.