Aftersales Service Engineering Executive (Automotive)

1. Standards Development & Governance:

• Develop, document, and maintain comprehensive global standards, SOPs, and service level agreements for all aftersales distributors and dealers.
• Lead the annual store assessment and grading program to measure compliance and performance.
• Conduct regular audits and checks to ensure adherence to policies and work towards best-in-class service benchmarks.

1. Performance Management & Business Excellence:

• Define, set, and communicate key performance indicators (KPIs) and targets for the aftersales network.
• Monitor, review, and report on channel performance, providing insights and coaching to distributors/dealers to achieve excellence.

1. Technical & Operational Readiness:

• Assess and report on the readiness of the service network to support new product launches and existing vehicle models.
• Lead the evaluation of Integrated Logistics Support (ILS) adequacy across the network, including:
• Special tooling and diagnostic equipment.
• Facility suitability and workshop layout.
• Technician skills and training needs.
• Manpower planning and technical documentation.
• Collaborate closely with the Engineering & Technical Support team to conduct these assessments.

1. Training Support:

• Support the HQ training department in the planning and development of training centre curricula to ensure non-technical and soft skills meet brand standards.

Qualifications and Experience:

• Bachelor’s degree in engineering, Business Management, Automotive Technology, or a related field.
• Minimum of 3-5 years of experience in automotive aftersales, with significant exposure to dealer network management, standards development, or service operations.
• Proven experience in developing SOPs, conducting audits, and implementing performance management systems (KPIs).
• Strong analytical skills with experience and root-cause investigation.
• Excellent knowledge of workshop operations, parts logistics, and technical service requirements.
• Experience with DMS and other aftersales IT systems is essential.
• Project management experience is highly desirable.