Aftersales Manager (EV Industry)

The Aftersales Manager is responsible for leading Electrum’s end-to-end aftersales operations for electric motorcycles. This role ensures customers receive reliable, safe, and efficient support across servicing, repair and maintenance, spare parts, warranty, roadside or field support, service partners, and customer complaint resolution.

Key Responsibilities

Aftersales Operations

• Lead daily aftersales operations across Electrum service centers, workshops, mobile or field service teams, and authorized service partners.
• Develop and implement standardized service, repair, maintenance, inspection, and vehicle handover processes for electric motorcycles.
• Ensure service capacity, technician allocation, workshop tools, diagnostic equipment, and service turnaround time meet operational targets.
• Establish and monitor operational KPIs, including service turnaround time, first-time-fix rate, workshop productivity, repeat repair rate, customer satisfaction, and cost per repair.

Spare Parts and Warranty

• Lead spare-parts planning and availability to support service centers, technicians, and service partners.
• Coordinate with Supply Chain, Procurement, and suppliers to forecast demand and minimize critical parts shortages.
• Manage warranty policies, claim assessment, documentation, approval processes, and warranty-cost control.
• Monitor repair-part consumption, inventory accuracy, obsolete stock, and parts lead time.
• Ensure safe handling, storage, transportation, and disposal processes for batteries and other regulated components.

Customer Experience

• Build a seamless customer journey from service booking, diagnosis, repair updates, payment, vehicle collection, and post-service follow-up.
• Handle and resolve escalated customer complaints professionally within agreed service-level targets.
• Improve service communication, transparency of repair estimates, repair-status updates, and service quality.
• Develop preventive-maintenance, service package, extended warranty, accessories, and retention initiatives.
• Support aftersales service requirements for both retail customers and business or fleet clients.

Business Performance, Reporting & People Management

• Develop and manage aftersales budgets, service capacity plans, performance forecasts, and cost-control initiatives.
• Identify opportunities to grow revenue from labor, spare parts, accessories, service packages, and fleet support services.
• Prepare regular performance reports and recommendations for management on service operations, customer experience, technical quality, warranty, and parts performance.
• Lead, coach, and evaluate service advisors, workshop supervisors, technicians, spare-parts teams, and customer support personnel.
• Develop technician competency in electric-motorcycle diagnostics, battery systems, electrical systems, and high-voltage safety.
• Build service partner standards, onboarding processes, performance reviews, audits, and improvement plans.

Requirements

• Bachelor’s degree in Automotive Engineering, Mechanical Engineering, Electrical Engineering, Industrial Engineering, Business Management, or a related field.
• Minimum 5 years of experience in automotive or motorcycle aftersales, workshop operations, technical service, or repair-and-maintenance operations.
• Minimum 2 years of leadership experience managing workshops, service teams, technicians, service partners, or aftersales operations.
• Experience in electric motorcycles, electric vehicles, automotive electronics, battery systems, or charging systems is strongly preferred.
• Strong knowledge of motorcycle service and repair operations, workshop productivity, warranty, spare-parts management, and customer service.
• Experience managing technical complaints, quality issues, recurring repair cases, and root-cause analysis.