Job Title:
Section Head

Date:

Name:

Written by:

Reports to:
Head – Field Operations

Approved by:

Division/Dept:
Aftersales

Approved by:
GM aftersales

(Immediate Superior)

Reference No:

Approved by:
Director Aftersales

(Next level Superior)
JOB PURPOSE
Summarise in one statement why this job exists; and how it contributes to the overall mission/objective of the organisation.

Responsible for leading the Technical Hub as the center of excellence for dealer technical support, customer experience enhancement, diagnostic governance, launch readiness, regulatory compliance, and workshop performance improvement, ensuring achievement of key after-sales business objectives.
ORGANISATIONALCHART
(Only Job Titles)

AS & South Asia Exports-Director

Section Head

Techliner - N

Techliner - W

Manager – AS Engg.

Supporting team

Techliner - S

Techliner - E

Techline Manager

Technical Hub

GM – Service Operation
PRINCIPLE ACCOUNTABILITIES




List the expected end results that must be achieved in order to fulfil your job purpose and the activities that help in achieving these results.

EXPECTED END RESULTS
MAJOR ACTIVITIES
Improved Fix It Right First Time (FIRFT) and Technical Resolution Effectiveness.
• Lead technical support for critical and complex diagnostic cases.
• Review repeat repair trends and implement corrective actions.
• Drive root cause analysis and permanent countermeasures for recurring issues.
• Ensure timely closure of technical escalations through dealer and field team collaboration.
Successful Current Vehicle Launch Readiness across Dealer Network.
Ensure readiness of dealers for current model launches.
Monitor launch-related technical issues and support timely resolution.
Drive implementation of launch readiness action plans.

Improved Customer Experience Satisfaction (CES) and Service Quality across the Dealer Network.

• Drive CES improvement initiatives through effective technical support and service quality enhancement.
• Monitor custom

📌 Senior Manager, Aftersales Gurugram
🏢 Nissan
📍 Gurugram