Key Areas of Responsibility (AORs)

1. New Product Establishment (20%)

• - Track initial market performance and acceptance of new products.
• - Ensure all product feedback is captured, tracked, and processed for improvement.
• - Coordinate with field service teams to deploy product changes quickly and effectively.

2. Vertical-Specific Product Support Strategy (15%)

• - Develop and deploy aftermarket (AM) strategies aligned with overall product strategy.
• - Execute through the field service organisation.

3. Field Issue Resolution & Solution Influence (15%)

• - Track and resolve field issues impacting customer satisfaction, loyalty, and vehicle acceptance.
• - Influence uptime and backend teams to drive timely resolution.
• - Participate in quality improvement meetings and represent the customer perspective.

4. Product-Specific Customer-Centric Activities (10%)

• - Drive customer-specific and location-specific support initiatives through regional teams.
• - Align activities with vertical and customer requirements.

5. New Product Readiness (10%)

• - Ensure complete aftermarket readiness across systems.
• - Coordinate closely with CPO, Uptime, and Regional teams.

6. National War Room & Business Review Representation (10%)

• - Participate in national and vertical apex forums.
• - Ensure visibility of activities, issues, and resolution plans.
• - Drive after-sales and product positioning topics in relevant forums.

7. Large Fleet & KAM Mechanism Deployment (10%)

• - Drive large fleet and Key Account Management (KAM) operating processes.
• - Monitor uptime and customer satisfaction (CSAT) for large fleet and KAM customers.

8. Environment Scanning & Market Intelligence (10%)

• - Track market trends and competitive activity.
• - Use insights to shape and implement effective strategies.

Minimum Requirements

Education:

• - B.Tech (Mechanical / Electrical)

Experience:

• - 5–8 years of relevant experience

Grade:

• - Manager level and above

Knowledge & Skills

Technical & Business Knowledge

• - Strong technical understanding of Mechanical and EV technologies
• - Product knowledge of the Commercial Vehicle (CV) industry
• - Commercial acumen

Behavioural Skills

• - Strong communication skills
• - Interpersonal and relationship-building abilities
• - Networking skills