Head of Aftersales - Automotive Repair & Maintenance

Role Overview

Electrum is looking for a Head of Aftersales to lead repair, maintenance and preventive maintenance across our electric two-wheeler service network. This role will build reliable workshop operations, strengthen mechanic capability and deliver consistent service through internal teams and third-party workshop partners.

You will focus on returning bikes to service quickly and safely, reducing repeat repairs and controlling maintenance costs—while ensuring riders receive clear communication and dependable support.

Key Responsibilities

• Lead aftersales operations across internal workshops and third-party service partners, including repair, scheduled maintenance and preventive maintenance.
• Develop the workshop network, capacity and operating model to support fleet growth across locations.
• Establish service standards, diagnostic procedures, repair workflows and completion checks with Engineering and Quality.
• Build preventive-maintenance programs based on vehicle specifications, usage, failure patterns and field feedback.
• Manage workshop performance through turnaround time, repair backlog, first-time-fix rate, repeat repairs, maintenance completion and cost per repair.
• Lead workshop managers, service advisors, foremen and mechanics; strengthen technical training, competency assessment and career development.
• Select and manage third-party workshops, including service agreements, SLAs, audits, capacity planning and performance reviews.
• Control service budgets, labor productivity, repair quotations and vendor invoices; identify cost improvements without compromising safety or reliability.
• Coordinate spareparts requirements with SCM to reduce repair delays and improve parts availability.
• Work with Customer Service and Customer Success to ensure clear repair updates, effective complaint resolution and a consistent rider experience.
• Coordinate warranty execution with Field Quality & Warranty, ensuring repair evidence and claims documentation support technical assessments and recovery.
• Translate recurring workshop issues into structured feedback for Hardware Product, Manufacturing and Quality, and track corrective actions through implementation.

Qualifications

• Experience leading automotive aftersales, repair and maintenance, workshop operations or a multi-location service network.
• Strong practical understanding of vehicle diagnostics, repair processes, preventive maintenance and workshop quality controls.
• Demonstrated experience managing technical teams, including mechanics, foremen, service advisors or workshop managers.
• Experience managing third-party workshops or service vendors through SLAs, audits and performance reviews.
• Ability to improve service productivity, turnaround time, first-time-fix performance and repair costs using operational data.
• Understanding of spareparts planning, warranty processes and service-budget management.
• Strong leadership and cross-functional coordination skills, with the ability to turn field problems into clear actions and accountable follow-through.
• Bachelor’s degree in Mechanical Engineering, Automotive Engineering or a related discipline, or equivalent relevant technical and leadership experience.

Preferred Qualifications

• Experience in motorcycles, electric vehicles, automotive OEMs, dealerships or fleet-service businesses.
• Experience scaling workshop networks or introducing standardized service processes across multiple locations.
• Familiarity with electric powertrains, battery-related diagnostics and safe EV servicing practices.
• Experience implementing workshop-management systems, digital work orders or maintenance dashboards.

Success Measures

• Faster repair turnaround and lower repair backlog.
• Higher first-time-fix rate and fewer repeat repairs.
• Consistent preventive-maintenance completion.
• Controlled repair and maintenance costs.
• Stronger mechanic competency and workshop-partner performance.
• Better rider satisfaction with aftersales service.