About the Role
The Aftersales Engineer serves as the single point of contact between the OEM and the regional distributor network for all aftersales-related matters. This role bridges technical, commercial, and operational queries, coordinating between distributors and internal OEM functions (Engineering, Quality, Parts, Warranty, Training, IT) to ensure timely and accurate resolution and support for vehicle after-sales operations across the region.
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Key Responsibilities
1. Technical Support
- Serve as the first point of contact for distributor technical queries on vehicle systems, diagnostics, and repair procedures.
- Coordinate with HQ engineering/technical teams to resolve complex or unresolved technical cases.
- Track and escalate recurring technical issues; provide field data back to Engineering/Quality for corrective action.
- Support distributor technicians with troubleshooting guidance via calls, remote diagnostics, or on-site visits when required.
2. Warranty Support
- Manage distributor warranty claim queries, eligibility, documentation, coding, rejections, and escalations.
- Liaise with the Warranty/Quality department on claim adjudication, campaign coverage, and policy clarifications.
- Monitor warranty claim turnaround times and flag bottlenecks affecting distributor cash flow or customer satisfaction.
- Support administration of Technical Service Bulletins (TSBs), recalls, and field campaigns.
3. Service Operations
- Support distributors in implementing OEM service standards, workshop processes, and service KPIs.
- Assist with service capacity planning, workshop layout/equipment queries, and operational audits.
- Track distributor service performance metrics (fix-first-time, repair turnaround, CSI/customer complaints) and report to management.
- Support onboarding of new distributors' service departments.
4. Manuals & Technical Documentation
- Coordinate distribution, updates, and translation (where applicable) of workshop manuals, service bulletins, wiring diagrams, and diagnostic software.
- Act as a liaison between distributors and HQ documentation/IT teams for access issues to technical portals/systems.
- Ensure documentation is current and accessible across the distributor network.
5. Spare Parts Support
- Act as an interface between distributors and Parts/Supply Chain teams for parts availability, backorders, and lead-time queries.
- Support resolution of parts ordering issues, part number discrepancies, and pricing queries.
- Coordinate with the Parts team on new model parts catalogue readiness and initial stock recommendations.
- Track distributor parts-related complaints and escalate systemic supply issues.
6. Service Business Development
- Identify opportunities to grow aftersales revenue at distributor level (service packages, maintenance contracts, extended warranty, accessory sales).
- Support distributors with service marketing initiatives, promotions, and campaigns.
- Analyze distributor aftersales performance data (absorption rate, labor/parts revenue, workshop utilization) and provide improvement recommendations.
- Contribute to regional aftersales strategy and target-setting in coordination with the Aftersales Manager/Director.
7. Cross-Functional Coordination
- Maintain structured communication channels (ticketing system, regular calls, visit reports) with all distributors in the assigned region.
- Represent distributor interests internally; represent OEM policy/standards externally.
- Prepare periodic reports (technical, warranty, parts, business development) for management review.
- Participate in distributor training programs and technical workshops as required.
Key Interfaces
- Internal: Engineering, Quality, Parts/Supply Chain, Warranty, Training, IT/Digital Systems, Regional Sales
- External: Distributor Aftersales Managers, Service Managers, Parts Managers, Technicians
Success Metrics
- Query/ticket resolution time (technical, warranty, parts)
- Warranty claim turnaround and rejection rate
- Distributor service KPI improvement (CSI, fix-first-time, absorption rate)
- Distributor satisfaction with OEM aftersales support
- Aftersales revenue growth at distributor level.
