Head of After-Sales & Service

Greaves Electric Mobility; Bengaluru; On-site; INR 900,000 - 1,500,000; Full time

Job summary

Greaves Electric Mobility is seeking a seasoned After Sales Leader to build and scale a high-performance after-sales ecosystem across its growing EV portfolio.

This strategic mandate influences customer experience, vehicle reliability, dealer profitability, service network productivity, warranty cost, spare-parts availability, and lifecycle economics across 2W and 3W segments.

Qualifications

• 18+ years in After Sales / Service / Automotive / Mobility.
• Experience across 2W, 3W ecosystems.
• Strong warranty, service ops and spare parts knowledge.
• Proven leadership of large teams and dealer ecosystems.
• EV experience preferred, esp. Electric 2W/3W.

Responsibilities

• Define and execute After-Sales strategy across 2W and 3W.
• Build and scale the service network in line with growth.
• Drive service capacity, workshop productivity and technician output.
• Establish dealer service standards, scorecards and governance.
• Improve TAT, First-Time-Fix and repeat repair performance.
• Own warranty ecosystem, governance and cost reduction.
• Build data-led diagnostic and escalation processes for EV products.
• Create closed-loop feedback between customers, dealers, quality and engineering.
• Own service-parts availability and planning with Supply Chain.
• Drive customer experience metrics (NPS, CSAT) and proactive service culture.
• Develop dashboards for service, warranty, parts, dealer performance and customer experience.

Skills

After Sales Leadership

Stakeholder Management

Data Analytics

EV/Mobility Domain Knowledge

Team Management

Job description

Greaves Electric Mobility is looking for a seasoned After Sales Leader to build, scale, and institutionalize a high-performance after-sales ecosystem across its growing Electric Mobility portfolio.

This is a strategic business leadership mandate, with direct influence on customer experience, vehicle reliability, dealer profitability, service network productivity, warranty cost, spare-parts availability, and overall lifecycle economics of our products.

We are looking for a leader who can go beyond traditional service operations; someone who can build an intelligent, data-led, customer-centric, and commercially sustainable After Sales organisation for a rapidly scaling EV business.

The mandate spans Service Operations, Dealer Service Network, Technical Support, Warranty, Spares, Field Quality, Customer Experience, Service Training, Digital Service Enablement and After-Sales Business Performance across 2W and 3W.

Key Responsibilities

Service & Network

• Define and execute the After-Sales strategy across 2W and 3W.
• Build and scale the service network in line with vehicle parc and business growth.
• Drive service capacity, workshop productivity, bay utilisation and technician productivity.
• Establish dealer service standards, scorecards and governance mechanisms.
• Improve TAT, First-Time-Fix and repeat repair performance.

Warranty

• Own the end-to-end warranty ecosystem.
• Drive warranty claim governance, failure analysis and cost reduction.
• Identify warranty leakage and recurring failure patterns.
• Partner with Quality, Engineering and suppliers on corrective actions.

EV Technical Operations

• Build technical support and escalation mechanisms for EV products.
• Drive diagnosis and resolution of battery, BMS, motor, controller, charger, electrical, software and connected-vehicle issues.
• Establish structured technical escalation and field-support processes.

Field Quality

• Create a closed-loop feedback mechanism between customers, dealers, service, quality and engineering.
• Analyse field failures, repeat repairs and emerging product issues.
• Drive RCA, containment and corrective actions.

Spare Parts

• Own service-parts availability and planning in partnership with Supply Chain.
• Improve fill rate, critical-part availability and dealer inventory productivity.
• Optimise service-parts inventory, logistics and stock-outs.

Customer Experience

• Drive NPS, CSAT, complaint resolution and vehicle uptime.
• Establish strong governance for escalated and repeat customer complaints.
• Build a proactive rather than reactive customer-service culture.

Digital & Analytics

• Build data-led dashboards for service, warranty, parts, dealer performance and customer experience.
• Leverage connected-vehicle and field data for predictive issue identification.

Commercial & P&L

• Drive cost-to-serve, warranty economics and service profitability.
• Improve dealer service economics and productivity.
• Balance customer experience, service quality and operating efficiency.

What We Are Looking For

• 18+ years of experience in After Sales / Service / Automotive / Mobility.
• Experience across 2W, 3W, passenger vehicle or commercial vehicle ecosystems.
• Strong understanding of warranty, service operations and spare parts.
• Proven experience in field quality and technical escalation.
• Strong commercial and analytical orientation.
• Experience managing large teams and external dealer/service ecosystems.
• Strong stakeholder management across Product, Engineering, Quality, Supply Chain and Sales.
• EV experience is strongly preferred, particularly Electric 2W/3W.