Head After Sales - MAAPL, Auto IO

Mahindra And Mahindra Ltd.; Mumbai; On-site; INR 10,054,000 - 14,075,000; Full time

Job summary

Mahindra And Mahindra Ltd. is seeking a senior after-sales leader to shape service strategy and profitability across the dealer network.

You will drive CSI/NPS outcomes, warranty cost control, and capability building for dealership teams, with focus on the Australia market governance and a base in Australia.

The role requires 15+ years in after-sales, strong data analytics, and excellent communication, with coordination across India and Australia.

Qualifications

• Min. 15+ years in After Sales functions, service strategy, channel & spares.
• Work experience in different zones would be preferred.
• Proven ability to translate data into actionable insights and decision making.
• Highly effective verbal and written communication skills with strong influencing and negotiation capability.

Responsibilities

• Own end-to-end customer satisfaction outcomes (CSI/NPS) across service, warranty, roadside assistance, and customer care.
• Act as a strategic partner to Dealer Principals, balancing performance, compliance, and relationship strength.
• Drive dealer After Sales profitability, service absorption, labour efficiency, parts & accessories growth, and warranty recovery.
• Lead capability building across technical, leadership, behavioural and customer handling skills.

Skills

After Sales

Service strategy

Channel & spares

Data-driven insights

Negotiation

Verbal & written comms

Job description

Select how often (in days) to receive an alert:

• Own end‑to‑end customer satisfaction outcomes (CSI/NPS)across service, warranty, roadside assistance, and customer care.
• Act as a strategic partner to Dealer Principals, balancing performance, compliance, and relationship strength.
• Build a robust, future‑ready service networkwith adequate channel reach, bay capacity, and skilled manpower.
• Drive dealer After Sales profitability, service absorption, labour efficiency, parts & accessories growth, and warranty recovery.
• Lead capability buildingacross technical, leadership, behavioural and customer handling skills for dealership and internal teams.
• Establish and enforce best‑in‑class workshop processes, quality standards, and audit performance.
• Ensure systemadoption, data integrity, and analytics‑driven decision making.
• Govern customer escalations, disputes, and legal cases, ensuring strict regulatory compliance and protecting brand reputation.
• Drive dealer satisfaction and engagement, including structured Business Reviews, periodic communication & engagements.
• Champion digital service transformationand readiness for EVs, connected vehicles, and new technologies.
• Manage after sales risk, warranty cost control, and recall/service campaign execution excellence.
• Act as a critical stakeholder voice and strong coordinator between various stakeholders and functions in India and Australia

Note: This position will be based out of Australia.

Experience

Industry Preferred

Qualifications

Experience & Cmpetencies -

• Min. 15+ years in After Sales functions, service strategy, channel & spares
• Work experience in different zones would be preferred
• Proven ability to translate data into actionable insights and decision making
• Highly effective verbal and written communication skills with strong influencing and negotiation capability.

General Requirements

Our commitment to Diversity, Equity, and Inclusion

How We Work (Culture)

At Mahindra, we put our customers first and build products that help them Rise. We take ownership, move with speed, and collaborate deeply to solve real problems with simplicity and conviction. We value diverse perspectives, data-driven decisions, and a bias for action. Above all, we hold ourselves to high standards to create SUVs that are bold, reliable, and meaningful — reflecting Mahindra’s commitment to innovation, authenticity, and progress.

Why Join Us

You will be at the heart of creating iconic SUVs and accessories that resonate with millions of customers. Your decisions will shape India’s automotive landscape and define Mahindra’s product leadership journey.

Our Commitment to Diversity, Equity & Inclusion

We believe diversity fuels innovation and strive to create a workplace where everyone feels valued and included. Mahindra is an Equal Opportunity Employer, welcoming applicants from all backgrounds and ensuring fair consideration regardless of personal characteristics protected by law. We encourage diverse talent to apply and are committed to providing an accessible, inclusive experience for all candidates.