Job Title: Aftersales Specialist
Function: Commercial
Reports to: CCO
Role Purpose: responsible for ensuring proper distribution of essential spare parts for Blu EV compatible motorbikes and onboarding of qualified partners to maintain and manage the aftersales services. This role oversees aftersales operations including partners training, warranty management, spare parts coordination, service partners, and customer satisfaction for both B2C and B2B fleets. The objective is to minimize downtime, control costs, and deliver a superior customer experience.
Direct Reports:
Description of the accountability:
- Develop and execute the aftersales strategy for Blu EV compatible motorbikes across all operating zones.
- Develop manuals for preventive and corrective maintenance bikes.
- Define and monitor service-level agreements (SLAs) for replenishment and reordering.
- Manage daily aftersales operations, including workshops and field service activities.
- Own the warranty process for motorbikes and components, including root cause analysis.
- Coordinate with QC and Supply Chain teams on recurring defects and quality improvements.
- Track failure rates, MTBF (Mean Time Between Failures), and warranty costs.
- Establish and manage partnerships with external workshops and service centers.
- Organize training for service partners on Blu EV bike standards and procedures.
- Conduct regular audits to ensure compliance with safety, quality, and brand standards.
- Collaborate with Supply Chain and Inventory teams to forecast spare parts demand.
- Optimize spare parts availability while controlling working capital and wastage.
- Monitor parts consumption, lead times, and service bottlenecks.
- Work closely with Customer Service to resolve escalations related to bike performance and maintenance.
- Design aftersales policies for B2B and B2C customers (warranty, service packages).
- Ensure high customer satisfaction through fast resolution and transparent communication.
- Prepare regular reports for management with insights and improvement plans.
- Use data to optimize maintenance schedules, reduce costs, and improve bike reliability.
- Coordinate with Sales, Deployment, Logistics, and Network teams to support expansion and new launches.
- Support pilot programs, new bike models, and technology upgrades from an aftersales readiness perspective.
Education: Bachelor's degree in Mechanical Engineering, Automotive Engineering, or a related field.
Key Job Skills and Differentiating Competencies Required:
- Attention to detail
- Problem-solving skills
- project management skills
- Strong knowledge of motorbike mechanics and EV systems
- Aftersales and service operations management
- Problem-solving and root cause analysis
- Vendor and partner management
- Cost control and budgeting
- Data-driven decision making
- Strong leadership and team management
- Excellent communication and stakeholder management
- High ownership and accountability
Minimum Experience and Knowledge: 6-8 years of experience in aftersales, service operations, or fleet maintenance
Comparable market role:
Experience in motorbikes, last-mile delivery fleets, or EVs is highly preferred
Rationale: Similar day to day activities, more or less.
