Aftermarket Operations Specialist

GGS Information Services

Website: ggsinc.com
Job details:

Truck Automotive Aftermarket Operations Specialist (Help Desk & VoR Control Tower)

Department: Aftermarket Operations

Reports To: Aftermarket Operations Manager / Regional Aftermarket Lead

Location: Onsite Japan / Offsite Chennai

Employment Type: Full-Time

Position Summary

The Truck Automotive Aftermarket Operations Specialist is responsible for supporting end-to-end aftermarket operations within a truck OEM environment. The role ensures effective help desk management, Vehicle Off-Road (VoR) control tower monitoring, spare parts coordination, SLA compliance, and regional market support.

The incumbent will manage ticket resolution workflows, oversee urgent spare parts orders for immobilized vehicles, conduct root cause analysis on operational delays, and provide structured reporting through dashboards and performance analytics. The role requires strong technical system proficiency and cross-functional coordination to maintain customer uptime and operational efficiency.

2. Key Responsibilities2.1 Help Desk Operations

• Manage all ticket categories including routine inquiries, technical support requests, and urgent escalations.
• Classify and prioritize tickets according to severity levels (P1–P4).
• Ensure resolution of tickets within defined SLA timelines.
• Perform first-level troubleshooting and manage escalation workflows.
• Coordinate with internal departments (Supply Chain, Logistics, Technical Support, Sales, Finance) to resolve issues.
• Maintain accurate ticket documentation and status tracking.
• Monitor and report key metrics:
• Ticket volume
• Average resolution time
• First-call resolution rate
• SLA compliance

2.2 Vehicle Off-Road (VoR) Control Tower Management

• Monitor urgent spare parts orders for immobilized vehicles in real time.
• Validate critical order data including:
• Part numbers
• Order numbers
• Quantities
• Purchase order details
• Track order lifecycle from creation to delivery confirmation.
• Conduct root cause analysis for delays, including:
• Supplier constraints
• Logistics bottlenecks
• Customs clearance issues
• Documentation discrepancies
• Coordinate with suppliers, logistics partners, warehouses, and regional teams to expedite delivery.
• Escalate high-risk cases with recommended mitigation plans.
• Maintain VoR dashboards reflecting:
• Current case status
• Aging analysis
• Resolution timelines
• Escalation tracking

 

2.3 Market & Regional Coordination

• Respond to export market inquiries related to:
• Parts availability
• Pricing
• Lead times
• Facilitate communication between regional offices (Asia-Pacific, Middle East, Africa, etc.).
• Support spare parts allocation and logistics planning.
• Assist with implementation of spare parts campaigns and market programs.
• Maintain structured communication logs and collaboration trackers.

3. Reporting & Deliverables

The role is responsible for preparing and maintaining:

• Weekly operational reports
• Monthly performance reports
• VoR and operational dashboards
• Escalation reports with mitigation actions
• KPI and SLA compliance reports
• Communication logs
• Backup and contingency plans

4. QualificationsEducation

• Bachelor’s degree in supply chain management, Automotive / Mechanical Engineering, Business Administration, Logistics, or related field.

Technical Skills

• Strong SAP proficiency .
• Advanced Microsoft Excel (Pivot Tables, Power Query; Macros preferred).
• Power BI dashboard development and data visualization capability.
• Experience using ticketing systems.
• Strong analytical and reporting skills.

5. Experience Requirements

• 5+ years of experience in truck OEM aftermarket operations or automotive spare parts management.
• Experience in SLA-driven help desk or operational support environments.
• Demonstrated exposure to VoR case handling or urgent spare parts management.
• Proven experience in cross-functional coordination and export market support is preferred.
• Strong background in performance reporting and KPI tracking.

6. Competencies

Technical & Operational

• SLA and KPI management
• Root cause analysis
• Data analysis and reporting
• Process optimization

Behavioural

• Strong problem-solving capability
• Effective stakeholder communication
• Ability to perform under pressure
• High attention to detail
• Strong prioritization and time management

7. Key Performance Indicators (KPIs)

• SLA compliance rate
• VoR resolution turnaround time
• Ticket backlog reduction
• First-call resolution rate
• Escalation response time
• Export market response time
• SAP data accuracy
• Operational reporting accuracy and timeliness

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