Job Summary:

• This role requires a strong leader who can transform aftersales into a profit-generating business unit while driving operational excellence, customer satisfaction, nationwide coverage, and continuous service innovation.

Key Responsibilities:
Aftersales Business Leadership & Strategy

• Lead the aftersales function as a strategic business unit with full P&L responsibility.
• Develop and implement a nationwide aftersales business strategy aligned with the company’s commercial and market expansion goals.
• Identify new revenue streams in services, AMC, parts, extended warranty, and technical solutions.
• Drive year-on-year business growth, profitability, and operational efficiency.

Nationwide Service Operations Management

• Oversee all service centers, service partners, and dealer networks across the country.
• Ensure best-in-class service delivery with high efficiency, reliability, and consistent technical standards.
• Strengthen nationwide coverage, response times, and customer touchpoints.

Technical Excellence & Quality Assurance

• Ensure top-tier technical capability in troubleshooting, VRF diagnostics, inverter AC systems, and product support.
• Implement quality standards, audit processes, and service procedures across all regions.
• Increase First-Time Fix Rate (FTFR), reduce TAT, and elevate NPS/CSAT scores.

People Leadership, Training & Development

• Lead and mentor nationwide aftersales teams, including engineers, technicians, and service partners.
• Drive technician certification programs and continuous technical upskilling.
• Build a high-performance culture focused on excellence, accountability, and customer experience.

Warranty, Parts & Service Network Management

• Oversee warranty administration, claims validation, and escalation management.
• Ensure availability of genuine spare parts, stock planning, and cost optimization.
• Manage service partner contracts, SLAs, performance reviews, and compliance.

Customer Experience, Escalations & Dealer Relations

• Strengthen customer retention through quality service delivery, transparency, and responsiveness.
• Manage major escalations, institutional clients, and key account aftersales support.
• Foster strong relationships with dealers, distributors, and service partners nationwide.

Reporting, Compliance & KPI Management

• Develop and track national service KPIs, dashboards, and operational metrics.
• Deliver monthly business performance reports, profitability analyses, and improvement plans.
• Ensure compliance with company policies, safety standards, and regulatory requirements.

Requirements

• Degree in Mechanical/Electrical Engineering or related field.
• 10+ years in HVAC aftersales or service operations, with at least 5 years in senior leadership or national management roles.
• Proven experience managing a nationwide service operation or aftersales business unit.
• Strong technical knowledge of inverter air conditioners, VRF systems, and advanced diagnostics.
• Strong business acumen with P&L and commercial management experience.
• Excellent leadership, communication, and stakeholder management skills.
• Data-driven decision-making, strategic thinking, and process improvement capability.
• High customer orientation and strong problem-solving skills.