- Lead and manage all after-sales operations for commercial vehicles and heavy equipment, ensuring profitability (P&L ownership), OEM compliance, exceptional customer support, and the delivery of an uptime-driven service model. The role drives operational excellence across service, parts, warranty, field support, and customer experience, aligning with both business and OEM standards.
A. After‑Sales Business Leadership & P&L Management
- Own full P&L responsibility for the After Sales division (Service, Parts, Contracts, Field Support).
- Develop and execute annual business plans, budgets, and commercial strategies.
- Drive revenue growth through service contracts, parts sales, overhauls, and value-added programs.
- Monitor profitability, cost control, labor efficiency, parts turnover, and inventory KPIs.
- Improve workshop productivity, technician utilization, and financial contribution margins.
B. OEM Compliance & Standards
- Ensure all after-sales activities meet OEM requirements for service processes, reporting, tooling, training, and facility standards.
- Maintain accurate documentation for audits, warranty claims, and technical reports.
- Coordinate with OEM Aftersales, Technical, and Regional Support teams for escalations and updates.
- Ensure compliance with OEM uptime commitments, performance KPIs, and service contract agreements.
- Implement mandatory OEM technical bulletins, predictive maintenance protocols, and software updates.
C. Uptime‑Driven Service Delivery Model
- Lead implementation of an uptime‑centric approach focused on reducing customer downtime.
- Oversee preventive maintenance strategies, scheduled service plans, and condition-based monitoring.
- Improve first-time fix rate (FTFR), response time, and field service efficiency.
- Manage telematics performance, diagnostics accuracy, and remote monitoring tools (where applicable).
- Establish service-level agreements (SLAs) for fleet customers, logistics companies, and construction contractors.
- Ensure timely availability of critical parts to support uptime commitments.
D. Operations & Service Network Management
- Oversee all workshops, mobile service units, and field service operations.
- Implement service processes: job opening, diagnosis, repair, quality control, closing, and feedback.
- Maintain high standards of housekeeping, safety, faster repairs, fewer errors, higher customer satisfaction, better productivity in service facilities.
- Improve operational efficiency through Standard Operation Procedure (SOP) development, process automation, and lean initiatives.
- Ensure on-time parts supply through strong Parts–Service coordination.
E. Parts & Warranty Governance
- Work with Parts Managers to ensure optimal stock levels and reduce aging inventory.
- Ensure warranty policies are followed and claims are processed timely and accurately.
- Analyze warranty trends and implement corrective actions with the technical team.
- Drive pricing strategies for service labor, parts packages, and maintenance contracts.
F. Customer Experience & Relationship Management
- Serve as a senior escalation point for key customers, fleet operators, and strategic accounts.
- Monitor customer satisfaction (NPS, VOC), resolve service gaps, and implement improvement plans.
- Develop loyalty programs, fleet service contracts, and uptime assurance packages.
- Hold regular performance review meetings with top client