Area Service Manager

About the Role:

The Area Service Manager will be responsible for overseeing after-sales service operations within a designated region. The role focuses on ensuring high customer satisfaction, optimizing service processes, managing service centers, and leading a team of technicians to support the growing EV two-wheeler brand. The manager will also play a key role in ensuring charging infrastructure, maintenance, and service operations are handled effectively.

Key Responsibilities:

1. Service Operations Management

• Oversee day-to-day service operations for EV two-wheelers.
• Supervise installation, maintenance, and repair of EV components, including batteries, charging systems, and motor control units.
• Monitor service center performance and ensure compliance with quality standards.

2. Technical Expertise & Support

• Provide technical guidance on EV diagnostics, repairs, and preventive maintenance.
• Stay updated on latest EV technologies, software updates, and troubleshooting techniques.
• Collaborate with engineering teams for complex repairs.

3. Customer Service & Satisfaction

• Ensure prompt resolution of customer issues to maintain high satisfaction levels.
• Analyze customer feedback and warranty claims to improve service efficiency.
• Implement strategies to minimize vehicle downtime.

4. Team Leadership & Development

• Recruit, train, and manage a team of service technicians and support staff.
• Conduct regular training sessions on new technologies and safety protocols.
• Monitor KPIs for service quality, turnaround time, and customer experience.

5. Charging Infrastructure & Network Support

• Ensure smooth functioning and maintenance of public and private charging infrastructure.
• Collaborate with partners to expand charging network coverage.
• Oversee home and commercial charging installations, ensuring safety compliance.

6. Parts & Inventory Management

• Ensure availability of spare parts, including battery packs, connectors, controllers, and sensors.
• Work with logistics teams to streamline spare parts supply and reduce disruptions.
• Manage inventory systems for efficient demand prediction and stock tracking.

7. Cost Management & Reporting

• Manage operational costs while maintaining service quality.
• Track financial performance of service centers, including labor, parts, and warranty claims.
• Prepare reports on service performance and cost optimization strategies.

Key Requirements:

• 7+ years of experience in service management in the EV or two-wheeler industry.
• Strong technical knowledge of EV components and diagnostics.
• Proven experience in customer service, team leadership, and network expansion.

Kindly share your resume at yashi.s@obenelectric.com