Area Service Manager

The Area Service Manager will oversee service operations within a specified region, ensuring the seamless and efficient delivery of after-sales services. The role focuses on maintaining high customer satisfaction, optimizing service processes, and leading a team of technicians and service centers to support the growth of the EV 2-wheeler brand. The manager will also be responsible for ensuring that the charging infrastructure, maintenance, and service needs of EV 2-wheelers are handled effectively.

Key Responsibilities:

1. Service Operations Management:
• Manage day-to-day service operations for EV 2-wheelers, ensuring timely and efficient service delivery.
• Supervise the installation, maintenance, and repair of EV components, including batteries, charging systems, and motor control systems.
• Monitor service center activities and field service performance to maintain quality standards and ensure compliance with operational guidelines.
2. Technical Expertise & Support:
• Provide technical guidance to service technicians on EV 2-wheeler systems, including diagnostics, repair, and preventive maintenance.
• Stay updated on the latest EV technologies, software updates, and troubleshooting techniques.
• Coordinate with engineering teams for complex repairs and technical issues that require in-depth solutions.
3. Customer Service & Satisfaction:
• Ensure customer issues are resolved promptly and professionally, maintaining a high level of satisfaction.
• Analyze customer feedback and warranty claims to identify service improvement opportunities.
• Implement processes to reduce vehicle downtime and enhance the customer experience for EV 2-wheeler owners.
4. Team Leadership & Development:
• Recruit, train, and manage a team of service technicians and support staff across the region.
• Conduct regular training sessions to keep the team updated on new technologies, safety protocols, and service standards.
• Set clear performance goals for the team and monitor KPIs related to service quality, repair turnaround time, and customer satisfaction.
5. Charging Infrastructure & Network Support:
• Ensure the proper functioning and maintenance of public and private charging infrastructure.
• Collaborate with local charging solution providers and partners to ensure adequate charging coverage for customers within the service area.
• Oversee the installation of home or commercial charging solutions for customers, ensuring compliance with safety standards.
6. Parts & Inventory Management:
• Ensure the availability of spare parts, especially EV-specific components such as battery packs, charging connectors, controllers, and sensors.
• Work with logistics teams to streamline the supply chain for spare parts and minimize service disruptions.
• Manage the inventory system to track usage and predict demand for critical components.
7. Cost Management & Reporting:
• Manage and control operational costs, ensuring that service delivery remains within budget while maintaining quality.
• Track financial performance of service centers, including labor, parts, warranty claims, and operational expenses.
• Prepare reports on service performance, identifying areas for improvement and implementing cost-saving measures.
8. Compliance & Safety:
• Ensure that all service operations comply with safety standards and regulations specific to EV maintenance, especially related to battery handling and electrical systems.
• Conduct safety audits and training to minimize risks associated with high-voltage systems in EVs.
• Promote a culture of safety among the service team, ensuring that protocols for EV handling are strictly followed.