After Sales

2 days ago

Pimpri, India EMotorad Full time

About the Role :

We are looking for an experienced Senior Technical Expert with a strong background in

managing customer-facing teams and regional service centers. This role is ideal for

someone with expertise in Customer Relationship Management (CRM), dealer training,

and aftermarket service management, with a deep understanding of the automobile

industry, electric vehicles (EVs), or car rentals.

The Senior Technical Expert will lead the customer-facing teams, including managing

Regional Service Centers, and oversee the training and development of ASMs (After

Sales Managers), dealer health, and spare parts sales. This position will also focus on

ensuring seamless service delivery and driving technical excellence across service

touchpoints, ensuring customers receive top-tier support.

Key Responsibilities:

● Manage Customer-Facing Teams: Lead and mentor teams responsible for

customer interactions, ensuring that customer inquiries, complaints, and service

requests are handled efficiently and professionally.

● Oversee CRM Systems: Manage and optimize Customer Relationship

Management (CRM) systems to track and enhance customer satisfaction,

feedback, and service quality.

● Regional Service Centers Oversight: Oversee the performance of regional

service centers, ensuring they meet company standards in terms of service

quality, speed, and customer satisfaction.

● Dealer Training & Support: Manage the training and development of After

Sales Managers (ASMs) and dealerships, focusing on enhancing dealer

knowledge, improving dealer health, and driving better customer service

outcomes.

● Spare Parts Sales Management: Work closely with dealers and service centers

to drive spare parts sales, ensuring stock levels, pricing strategies, and

availability align with business goals.

● Product Expertise: Leverage your technical expertise in the automobile

industry, electric vehicles (EVs), or car rental startups to advise on complex

customer issues, product features, and service innovations.

● Continuous Improvement: Collaborate with cross-functional teams to identify

opportunities for continuous improvement in service operations, technical

solutions, and customer engagement.

● Technical Support: Provide expert-level guidance and solutions to complex

technical problems, ensuring that customers and service teams receive the right

information and support.

● Performance Monitoring & Reporting: Analyze key performance metrics

related to service quality, dealer performance, and customer satisfaction. Provide

reports and insights to leadership for strategic decision-making.

Required Qualifications Skills:

● 10-15 years of experience in technical roles within the automobile, EV, or car

rental startup industries.

● Strong technical background with expertise in vehicle systems, aftersales, and

customer service management.

● Proven experience in managing and leading customer-facing teams, particularly

in the areas of CRM, service delivery, and dealer support.

● Extensive knowledge of regional service center operations, spare parts sales,

and dealer network management.

● Experience with dealer training programs, improving dealer health, and driving

performance improvements.

● Expertise in troubleshooting, resolving technical issues, and providing solutions

in the automotive or EV sector.

● Excellent communication and interpersonal skills, with the ability to collaborate

effectively across teams and with external stakeholders.

● Strong leadership capabilities and experience managing cross-functional teams.

● Ability to stay current with industry trends, new technologies, and product

innovations.

● Previous experience in startup environments or with car rental services is a plus.

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