Role Overview
As Regional Aftersales Manager, you own the full service and parts operation across your assigned territory — from the workshop floor to the numbers on the regional P&L. You translate country-level aftersales strategy into daily execution, keeping turnaround times tight, spare parts revenue climbing, technicians productive, and riders loyal to the brand. This role matters because the service network is where the business proves itself to customers every day; without disciplined regional leadership, growth in vehicle sales outpaces the capacity to keep those vehicles on the road.
Key Responsibilities
- Take full ownership of the regional aftersales business, including service revenue, spare parts turnover, cost control, and overall profitability against agreed targets.
- Manage service operations end to end, monitoring turnaround time, job quality, workshop capacity, and workflow so that repair and maintenance commitments are met consistently across every site.
- Drive spare parts sales performance by forecasting demand, managing inventory availability, preventing stock-outs and dead stock, and building parts revenue streams alongside service income.
- Plan and execute network expansion, identifying new service locations, overseeing readiness before launch, and ensuring each site opens with the right tools, staffing, and processes in place.
- Build technician capability through structured training plans, competency assessment, certification tracking, and hands-on coaching that lifts productivity and first-time-fix rates.
- Lead rider engagement in the region, acting as a visible point of contact for rider communities, gathering frontline feedback, and turning it into service improvements.
- Protect customer experience and brand reputation by maintaining service standards, resolving complaints promptly, and representing the company credibly with partners and local stakeholders.
- Run the regional escalation and governance framework — investigating recurring faults, enforcing warranty and compliance processes, reporting performance to country leadership, and keeping decision-making within defined revenue ownership boundaries.
Requirements & Qualifications
- Bachelor's degree or diploma in Automotive Engineering, Mechanical Engineering, Mechatronics, or a closely related technical discipline.
- 7–10 years of experience in aftersales operations within the automotive, electric vehicle, or mobility sectors.
- At least 3–5 years in a supervisory or regional leadership role, with direct accountability for teams and performance targets.
- Demonstrated track record of managing multi-site service operations, including sites spread across a wide geographic area.
- Strong working knowledge of dealer management systems (DMS), warranty administration and claims processes, and service performance management metrics.
- Commercially literate, with the ability to read and act on financial and operational KPIs covering service, parts, customer satisfaction, and network health.
- Willingness to travel regularly across the region and spend time in workshops rather than only in offices.
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