Section Head - After Sales - Premium (Norton)

Darwinbox Digital Solutions Pvt. Ltd.; Karnataka; On-site; INR 6,000,000 - 9,000,000; Full time

Job summary

TVS Motor Company is seeking a Head of Service / After Sales to spearhead the after-sales arm of the TVS Premium Network, including TVS Super Premium products, Norton, and Ebikes. The role emphasizes profitability, customer experience, and service innovation across the 2W network.

You will lead initiatives to maximize customer lifetime value and standardize service processes with a data-driven approach. As a core member of the leadership team, you will drive continuous improvement in product and

Qualifications

• 15–20 years of experience in after-sales leadership.
• Experience in automotive or premium bike networks preferred.
• Proven ability to drive service growth and profitability.

Responsibilities

• Grow service penetration and profitability across dealership network.
• Design and monitor robust measurement systems for NPS and customer satisfaction.
• Ensure standardized service delivery and leverage digital platforms for engagement and faster grievance redressal.
• Collaborate with R&D for product servicability and feedback loops.
• Strengthen warranty governance and reduce warranty costs through analysis and action.
• Develop dealer workshops, ensure CI norms, and expand service channels.

Skills

Strategic leadership

Service profitability

Customer experience

Digital transformation

NPS management

Data-driven decisions

Tools

CRM

DMS

Telematics

Predictive maintenance tools

Job description

13 - 20 Years

White Collar

Job Description

Purpose of the Role:

The Head of Service / After Sales will spearhead the entire after-sales business of the TVS Premium Network which includes TVS Super Premium products, Norton and Ebikes with clear accountability for profitability, customer experience excellence, and service innovation across the 2W network. As a core member of the leadership team, the role will focus on maximizing customer lifetime value, building scalable and standardized service processes, and driving continuous improvement in both product and service quality.

Experience : 15-20yrs

Key Responsibilities:

1 Business Growth & Profitability

• Improve service penetration levels, measured through service share.
• Drive service business growth across the dealership network.
• Create new revenue streams through value-added services, extended warranties, service packages, and digital offerings.

2 Customer Satisfaction & Experience

• Design and monitor robust measurement systems for NPS and other customer satisfaction indices.
• Ensure standardized service delivery across the entire network.
• Leverage digital platforms for customer engagement, transparency, and faster grievance redressal.
• NPD - Work with R&D and NPD teams on developing new product servicability, testing, FRT, manuals etc
• Drive continuous improvement in existing products and provide after-sales insights for new product development.
• Ensure timely resolution of Product Performance Feedback Reports (PPFRs).
• Strengthen warranty governance and reduce warranty cost through robust analysis and corrective actions.

4 Network Excellence & Dealer Development

• Enhance dealer workshop infrastructure, capacity planning, and productivity levels.
• Ensure compliance with service standards, CI (Corporate Identity) norms, and operational benchmarks across workshops.
• Strengthen secondary and alternate service channels (Alternate Service networks, doorstep service, Private garage mechanics) to widen reach and accessibility.

5 Digital & Process Transformation

• Lead digital innovation in service operations (AI innovation in service processes, predictive maintenance, connected vehicle services).
• Drive automation in service processes such as online booking, e-invoicing, and remote monitoring of workshop performance.
• Establish data-driven decision-making by integrating CRM, DMS, and telematics insights into after-sales strategy.

6 People & Capability Development

• Build a strong pipeline of skilled manpower across the network.
• Implement structured training, certification, and motivation frameworks.
• Control attrition by fostering an engaged, performance-driven culture.