Gurugram
2026
Head – Aftersales Operations, BYD India Pvt. Ltd.
Amit Suman, Head – Aftersales Operations at BYD India Pvt. Ltd., has been recognised by Business Mint’s Nationwide Awards 2026 in the category 40 Under 40 – Automotive Aftersales & EV Customer Experience Leadership – 2026.
With more than 15 years of experience across Renault India, Tata Motors, MG Motor India, MG SELECT and BYD India, Amit has built his career around a view of aftersales that goes beyond service execution. For him, aftersales is where customer trust is strengthened, dealer profitability is created and long-term brand loyalty is earned.
Amit began his automotive journey in 2011 as a Graduate Engineer Trainee at Renault India, entering the industry at a time when the brand was expanding its presence in India. His experience coincided with important product launches including Fluence, Duster and KWID, giving him exposure to launch readiness, customer experience, workshop operations and network preparedness.
The experience helped establish an operating principle that continued throughout his career: aftersales readiness must grow alongside sales. Dealer capability, trained manpower, spare-parts support and consistent customer handling need to be built before scale creates pressure on the network.
At Tata Motors, Amit broadened his experience across customer management, dealer development and spare-parts operations.
The role strengthened his understanding of customer retention, complaint management, inventory discipline and workshop economics, helping him connect customer outcomes with operational control. Rather than treating aftersales as a collection of independent service metrics, this stage of his career helped him develop a more integrated view of how workshop performance, customer experience and commercial sustainability influence one another.
A major chapter in Amit’s journey came with MG Motor India.
Working with a new automotive brand required a very different approach from operating within a mature system. Processes had to be created, dealer teams prepared, launch readiness established and customer confidence built from the beginning.
The environment demanded speed, ownership and cross-functional collaboration.
Amit contributed to launch readiness for the MG Hector and later the ZS EV, combining network preparation with the emerging requirements of connected and electric vehicles. His responsibilities expanded into customer experience, dealer-network development and spare-parts operations, eventually covering North and NCR in a regional leadership capacity.
He also contributed to the development of a network exceeding 250 operational dealerships.
This phase reinforced a commercial lesson that has remained central to his leadership philosophy: a strong aftersales organisation must protect customer trust while also creating sustainable business opportunities for dealer partners.
Amit’s experience with MG SELECT introduced another dimension to his professional development: premium ownership.
In a premium environment, customer expectations extend beyond completing a service requirement. Convenience, responsiveness, personal attention and consistency across every interaction become part of the ownership proposition.
Working within this environment helped Amit refine how people, processes and communication need to evolve when customer expectations move upmarket.
It also demonstrated his ability to operate in two contrasting situations: first building scale rapidly in a start-up-like automotive environment, and then creating a more curated premium ownership experience.
Today, as Head – Aftersales Operations at BYD India, Amit is applying the experience accumulated across conventional vehicles, connected cars and premium mobility to the rapidly evolving EV ecosystem.
His responsibilities span service operations, customer experience, spare parts, technical support, dealer-network transformation, profitability and capability development.
The objective extends beyond running workshops efficiently. His focus is on developing an aftersales model capable of scaling with the brand while remaining commercially sustainable for the dealer network and dependable for customers.
His early priorities have included operational stability, spare-parts management, service-process governance, dealer profitability, retention, training and the development of new aftersales businesses.
The approach reflects the builder mindset shaped during earlier stages of his career: identify operational gaps, create repeatable processes, align the network and measure both customer and commercial outcomes.
Across his professional journey, Amit’s leadership philosophy has increasingly centred on three connected outcomes: customer trust, dealer profitability and employee capability.
For him, an aftersales process becomes sustainable only when the customer sees genuine value, the dealer can generate reasonable commercial returns and the people responsible for delivering the service have the capability to execute consistently.
This philosophy also explains why his view of aftersales extends beyond periodic maintenance.
Extended warranty, annual maintenance contracts, value-added services, bodyshop operations, parts, accessories and retention programmes can become meaningful growth engines when they are built around customer relevance rather than short-term selling.
Amit Suman’s professional journey has been recognised through Business Mint’s Nationwide Awards 2026 under the category 40 Under 40 – Automotive Aftersales & EV Customer Experience Leadership – 2026.
The recognition reflects a career that has progressed from engineering training to national aftersales leadership while spanning conventional mobility, connected vehicles, premium ownership and electric vehicles.
Each stage of his career has required a different leadership approach, but the underlying principle has remained consistent: build systems that customers can trust, dealers can sustain and teams can execute.
For Amit, the opportunity in EV aftersales is not simply to replicate the service models developed for the previous generation of vehicles. It is to build an ownership ecosystem designed around what the next generation of automotive customers will expect.
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