Head – Service & After-Sales Operations will be responsible for establishing and leading end-to-end service strategy, warranty management, field support, and technical resolution for EV powertrain systems supplied to OEM customers. This role is critical in ensuring global and domestic customer satisfaction, high product uptime, rapid issue resolution, and continuous product and process improvement through strong feedback loops with Engineering, Quality, Manufacturing, and Supply Chain. The ideal candidate will bring deep experience in automotive or EV after-sales operations, strong OEM customer interface capability, and the ability to build scalable service infrastructure aligned with business growth.

Service Strategy & Leadership

• Define and execute the overall service and after-sales strategy aligned with Virya’s OEM commitments, product roadmap, and business objectives.

• Establish service policies, warranty frameworks, service level agreements (SLAs), and escalation mechanisms.

• Build scalable service operations to support increasing field population of EV powertrain systems.

OEM Customer & Field Support Management

• Act as the primary interface for OEM customers on service, warranty, and field performance matters.

• Manage customer expectations related to response time, root cause analysis (RCA), corrective actions, and field containment.

• Support OEM launch phases, start of series production (SOP), and early-life failure management.

Technical Service & Problem Resolution

• Lead diagnosis and resolution of field issues related to electric motors, motor controllers, power electronics, gearboxes, wiring harnesses, DC-DC converters, and chargers etc.

• Drive structured problem-solving methodologies (8D, Root Cause Analysis, FMEA, CAPA).

• Ensure closure of field issues through corrective and preventive actions in collaboration with Engineering and Quality teams.

Warranty & Cost Management

• Own warranty cost tracking, analysis, and reduction initiatives.

• Establish robust warranty data systems and failure trend analytics.

• Drive cost containment actions through design improvements, supplier corrective actions, and service process optimization.

Spare Parts & Service Supply Chain Alignment

• Work closely with SCM to define service parts strategy, stocking norms, lead times, and localization plans.

• Ensure availability of critical spares to meet OEM service SLAs.

• Support forecasting and planning of service parts in line with vehicle population growth.

Process, Documentation & Training

• Define service manuals, diagnostic procedures, repair guidelines, and technical documentation.

• Develop training programs for internal teams, OEM service teams, and their dealers.

• Standardize service processes and tools across customers and regions.

Cross-Functional Collaboration

• Establish strong feedback loops with R&D, Engineering, Quality, Manufacturing, and SCM to improve product reliability and serviceability.

• Provide service inputs during product development, validation, and industrialization phases.

• Support design-for-serviceability and design-for-reliability initiatives.

Team Leadership & Capability Building

• Build and lead a competent service organization including field engineers, technical support, and service operations teams.

• Define roles, KPIs, competency frameworks, and succession plans.

• Foster a customer-centric, data-driven, and continuous improvement culture.

EDUCATION

• Bachelor’s degree in engineering (Electrical, Electronics, Mechanical, Mechatronics preferred).

• MBA or master’s degree is an advantage.

EXPERIENCE

• 15–20+ years of experience in automotive or EV service, after-sales, warranty, or field operations.

• Strong exposure to Tier-1 supplier environments serving OEM customers.

• Proven experience handling complex electro-mechanical and electronic systems in the field.

TECHNICAL & FUNCTIONAL SKILLS

• Strong understanding of EV powertrain systems including motors, controllers, power electronics, and drive systems.

• Expertise in field failure analysis, warranty management, and structured problem-solving.

• Experience working with ERP/service management systems and warranty databases.

Soft Skills

• Excellent professional communication skills in English & Hindi.

• Strong customer management and stakeholder alignment capabilities.

• Ability to operate in high-pressure, customer-facing environments.

Key Competencies

• Customer & Service Excellence

• Technical Problem Solving

• Warranty & Cost Control

• Cross-Functional Collaboration

• Process Standardization

• Leadership & Team Development

Success Metrics (12-Month Outcomes)

• Robust service and warranty framework established across OEM customers.

• Improved field reliability and reduction in repeat failures.

• Measurable reduction in warranty costs.

• Strong OEM satisfaction on service responsiveness and technical support.

• Scalable service organization aligned to business growth.