After Sales Director

Luminous Otomotiv; Fatih; On-site; TRY 1,000,000 - 2,000,000; Full time

Job summary

Luminous Otomotiv seeks an After Sales Director to lead the transformation of its post-sale ecosystem, shifting from traditional ICE maintenance to a software-driven, battery-first service model. You will be accountable for building a national authorized service network and optimizing spare parts distribution to boost CSI.

Responsibilities include establishing HV safety standards, driving dealer training, and leading OTA software updates and recall campaigns to ensure premium customer outcomes

Qualifications

• Education: Bachelor's in engineering required; Master's/MBA is an asset.
• Minimum 10–12+ years in progressive aftersales leadership in automotive.
• English fluency in written and spoken presentation.
• Experience in building service networks or launching brands is a plus.

Responsibilities

• Build and scale the national authorized EV service network and set brand standards.
• Lead HV safety protocols, workshop standards, and diagnostic tooling deployment.
• Manage spare parts as a profit center with pricing, margins and targets.
• Oversee OTA software updates, recalls, and field campaigns with OEMs.
• Develop training programs and certification for dealer staff and technicians.

Skills

P&L & Commercial Acumen

High-Voltage Safety First Mindset

Software-Driven Tech Aptitude

Diplomacy & OEM Stakeholder Mgmt

Education

Bachelor’s degree in Mechanical, Electrical, Mechatronics, or Automotive Engineering

Master’s degree or MBA is a strong asset

Job description

The After Sales Director holds overall strategic and operational accountability for building, scaling, and managing the company’s post-sale ecosystem. This role requires shifting away from traditional internal combustion engine (ICE) maintenance models to lead a high-tech, software-driven, battery-first service operation.

The primary objective is to establish the national authorized service network, optimize high-margin spare parts distribution, implement advanced high-voltage EV diagnostic frameworks, and deliver an outstanding Customer Satisfaction Index (CSI).

Key Responsibilities

1. EV Service Network & Technical Infrastructure

• Network Setup & Auditing: Design and roll out the national authorized EV service network, ensuring full compliance with brand standards, safety codes, and dealer service agreements.
• High-Voltage (HV) Safety & Workshop Standards: Establish strict workshop protocols for high-voltage battery repairs, module balancing, thermal management systems, and electric drive unit servicing.
• Tooling & Equipment Allocation: Oversee the specification, procurement, and deployment of specialized EV diagnostic hardware, insulated high-voltage tools, battery health testers, and software flashing rigs across all service centers.

2. Spare Parts Business & Supply Chain Management

• Profit-Center Operations: Manage the spare parts division as a core profit center, setting commercial pricing strategies, margin structures, and sales targets for authorized dealers and third-party buyers.
• Parts Logistics & Availability: Partner with supply chain teams to optimize inventory turnover, safety stock levels, and warehouse logistics, guaranteeing high first-pick availability rates for EV components.
• OEM Order Management: Lead spare parts quota negotiations, warranty parts sourcing, and bulk component orders directly with foreign OEM partners.
• Aftersales Marketing & AfterMarket Management: Design and execute strategic marketing programs for genuine spare parts, extended warranties, service packages, and EV accessories; this includes leveraging digital customer loyalty channels, running targeted seasonal maintenance campaigns, analyzing parts pricing elasticity to boost workshop retention, and establishing data-driven customer retention initiatives.

3. High-Voltage Technical Support & Field Engineering

• Tier-3 Escalation Support: Build a specialized central engineering team to assist dealer technicians with complex electric powertrain issues, software bugs, and battery management system (BMS) diagnostics.
• Over-The-Air (OTA) & Software Flashing: Manage the operational rollout of software updates, field service actions, and technical service bulletins (TSBs) in coordination with OEM engineering teams.
• Recall & Field Campaigns: Lead the execution of safety recalls and technical service campaigns in full compliance with local regulatory bodies and OEM mandates.

4. Technical Training & Certification Programs

• EV Academy & Certification: Establish the distributor's technical training academy to train and certify dealer technicians in high-voltage safety (e.g., L2/L3 HV certification), battery repair, and EV diagnostics.
• Aftersales Staff Training: Ensure service advisors, warranty managers, and warehouse personnel are trained on EV customer care, software-based service check-ins, and parts cataloging.

5. Warranty & Customer Satisfaction (CSI)

• EV Warranty Administration: Design and execute warranty claim processing, battery capacity degradation tracking, and warranty reimbursement workflows with the OEM.
• CSI & Digital Service Experience: Implement digital aftersales solutions (online appointment booking, digital vehicle health checks, mobile service units) to maximize customer satisfaction scores.
• Customer Care Escalations: Resolve critical technical complaints, battery performance disputes, and legal aftersales inquiries.

Required Qualifications & Experience

• Education: Bachelor’s degree in Mechanical, Electrical, Mechatronics, or Automotive Engineering. (Master’s degree or MBA is a strong asset).
• Experience: Minimum of 10–12+ years of progressive aftersales leadership experience within an automotive distributor or OEM.
• Language Skills: Full professional proficiency in English (written and verbal).
• Greenfield / Network Building (optional): Proven track record in establishing service networks, setting up parts distribution warehouses, or launching new automotive brands from scratch is preferred, not mandatory.

Core Competencies & Skills

• P&L & Commercial Acumen: Deep understanding of spare parts margin management, workshop capacity planning, and warranty financial controls.
• High-Voltage Safety First Mindset: Uncompromising commitment to occupational health, high-voltage safety protocols, and hazardous material handling (e.g., lithium-ion battery recycling and disposal).
• Software-Driven Technical Aptitude: Comfort with software-defined vehicle architecture, digital diagnostic ecosystems, and remote cloud diagnostics.
• Diplomacy & OEM Stakeholder Management: Excellent negotiation and relationship-building skills to handle complex technical and commercial discussions with foreign OEM engineering and parts teams.