Head After Sales Service

InterviewPanel; Khed Shivapur; On-site; INR 4,000,000 - 7,000,000; Full time

Job summary

Matel Motion & Energy Solutions seeks a Head of After-Sales Service to lead nationwide post-sales operations from Khed Shivapur, Pune. You will own P&L, optimize warranty costs, and scale a COCO & ASC network to enhance customer delight.

The role demands 15–20 years of leadership in after-sales, strong SLA governance, and a data-driven approach to CAPA and service excellence.

Qualifications

• 15–20 years of progressive leadership in After-Sales Service.

Responsibilities

• Own the After-Sales P&L and drive revenue via spare parts, service contracts, and field services.

Skills

P&L management

Service strategy

Network management

CAPA

SLA negotiation

Leadership

Vendor management

Education

B.E./B.Tech (Mech/Elect/Auto)

MBA/PGDM (Operations/Marketing)

Tools

CRM system

Job description

MATEL MOTION & Energy SOLUTIONS

Head After-Sales Service

Role Title: Head After-Sales Service

Location: Khed Shivapur, Pune

Company: Matel Motion & Control Solutions

Work Schedule: 6 Days / Week (On-site)

Experience Level: 15 20 Years

Reporting To: Managing Director / Leadership

Industry: EV Powertrain, Industrial Equipment & Auto Components

Website: www.matel.co.in

About Matel Motion & Control Solutions

Matel Motion & Energy Solutions is a fast-growing, technology-driven manufacturing enterprise at the forefront of Indias electric mobility and industrial automation revolution. Dedicated to designing, developing, and manufacturing high-efficiency electric motors, motor controllers, and powertrain solutions, Matel powers next-generation electric vehicles (EVs) and smart industrial applications.

With state-of-the-art R&D and manufacturing capabilities located in Khed Shivapur, Pune, we blend deep engineering rigor with operational excellence. As we expand our OEM partnerships and field footprint across India, we are seeking an experienced, strategic, and customer-focused Head – After-Sales Service to lead our nationwide service operations, maximize warranty efficiency, and drive ultimate customer delight.

Position Summary & Purpose

As the Head of After-Sales Service at Matel, you will hold complete P&L, strategic, and operational accountability for all post-sale service delivery across India. This is a high-impact leadership role designed for an industry veteran who can build and scale a multi-tier service network (COCO & ASC), lower warranty costs, and monetize spare parts and service offerings.

You will serve as the strategic voice of the customer within Matel, establishing strict SLA adherence, deploying digital service portals, and translating field quality insights into structured feedback for R&D and Operations teams to execute Corrective and Preventive Actions (CAPA).

Key Responsibilities

1. P&L Management & Service Strategy

• Take complete ownership of the After-Sales P&L, driving revenue growth through spare parts sales, service contracts, and value-added field services while optimizing operational expenses.
• Define nationwide service strategy, service pricing models, and operational targets aligned with overall business growth.
• Establish robust warranty governance frameworks to control and systematically reduce warranty failure costs across product lines.

2. Pan-India Service Network Management (COCO & ASC)

• Expand, govern, and optimize a high-performing Pan-India service network comprising Company-Owned Company-Operated (COCO) centers and Authorized Service Centers (ASC).
• Set strict KPIs, SLA parameters, and audit mechanisms for service partners to guarantee rapid field responsiveness and standardized service quality.
• Manage partner relationships, commission structures, contracts, and compliance to sustain strong regional service coverage.

3. Service Portal Management & Ticket Resolution

• Oversee the operation and enhancement of the digital Service Portal/CRM for end-to-end service request logging, field technician dispatch, and ticket life-cycle management.
• Track, monitor, and enforce strict SLA adherence for timely ticket closure, minimizing mean time to repair (MTTR) and customer downtime.
• Analyze service desk metrics and field resolution data to maintain high Customer Satisfaction (CSAT) scores and deliver customer delight.

4. Spare Parts Planning, Logistics & Sales

• Oversee demand forecasting, inventory management, and distribution strategy for spare parts to ensure high off-the-shelf availability across regional hubs.
• Develop and execute strategy to boost profitable spare parts sales, original component replacement programs, and retrofit kits.
• Optimize logistics and lead times for critical components, minimizing stock-outs and field equipment downtime.

5. Quality Feedback Loop & CAPA Integration

• Establish structured feedback channels with Operations, Quality Assurance, and R&D teams based on real-world field failure data and root cause analysis.
• Lead closed-loop Corrective and Preventive Action (CAPA) initiatives to eliminate recurring technical flaws and continuously improve product reliability.
• Conduct quarterly failure trend reviews with cross-functional leadership to drive continuous design and manufacturing enhancements.

6. Service Training, Manuals & Knowledge Management

• Lead the creation, updating, and distribution of comprehensive service manuals, standard operating procedures (SOPs), parts catalogs, and troubleshooting guides.
• Design and execute technical training programs for internal service engineers, OEM client teams, and channel partner technicians.
• Ensure technical competency certifications across the network to maintain flawless field execution.

Ideal Candidate Profile & Qualifications

• Education: B.E. / B.Tech in Mechanical, Electrical, Electronics, or Automotive Engineering. An MBA/PGDM in Operations, Marketing, or Business Management is highly preferred.
• Experience: 15 to 20 years of progressive leadership experience in After-Sales Service, Field Operations, and Customer Support in Manufacturing, Industrial Equipment, Motors/Drives, or Auto-Components/Automotive sectors.
• Network Management: Proven track record of managing and scaling a Pan-India service network featuring both COCO centers and ASC partner networks.
• P&L & Commercial Acumen: Strong business acumen with direct experience managing after-sales P&L, spare parts revenue generation, and warranty cost reduction strategies.
• Technical & Analytical Expertise: Strong technical domain understanding of electro-mechanical systems, drives, motors, or auto-components, combined with analytical ability to drive CAPA with R&D.
• Customer-Centric Leadership: Exceptional leadership, vendor management, SLA negotiation, and conflict resolution skills focused on customer retention and satisfaction.

Work Environment & Working Conditions

• Base Location: Plant & Corporate Office at Khed Shivapur, Pune, Maharashtra.
• Work Schedule: Standard 6-Day Work Week (Monday through Saturday) aligned with manufacturing plant operational schedules.
• Role Type: Full-time leadership position requiring active on-site presence and cross-functional coordination with plant R&D, Operations, and Quality teams.
• Travel: Regular Pan-India travel required to manage key ASC partners, inspect COCO centers, meet strategic OEM clients, and address critical field escalations.

Why Join Matel Motion & Energy Solutions?

• High-Impact Ownership: Take complete P&L and operational charge of the after-sales strategy for an innovative, high-growth EV powertrain manufacturer.
• Pan-India Footprint Leadership: Direct and scale a nationwide service footprint spanning COCO and ASC channels.
• Direct Influence on Product Quality: Drive meaningful product reliability improvements through closed-loop feedback into core R&D and manufacturing teams