- Serve as the primary point of contact for customers service inquiries and technical support for dealer service teams.
- Address customer concerns, diagnose issues, and provide timely solutions or recommendations while maintaining smooth communication with dealers.
- Coordinate with International teams to ensure prompt and professional service support.
- Oversee and coordinate vehicle servicing, repairs, and preventive maintenance activities, ensuring timely and effective resolution of service issues.
- Maintain comprehensive service records and reports for all vehicles, including parts usage, service actions, and feedback from dealers.
- Diagnose and resolve complex mechanical and electrical issues in coordination with dealer service teams.
- Provide technical guidance and on-site training to dealer service technicians on diagnostics, repair procedures, and maintenance practices.
- Assist in developing training materials, service manuals, SOPs, and other technical documentation to support high-quality service operations.
- Support the processing of warranty claims in accordance with company policies and coordinate with the spare parts department to ensure timely availability of required components.
- Gather and analyze feedback from dealers to identify recurring service issues and opportunities for product or service improvements.
- Collaborate with the Product Development team to share insights and contribute to continuous improvement initiatives.
- Prepare periodic service performance and customer satisfaction reports, highlighting key metrics and improvement areas.
Requirements
Key Skills:
- Robust knowledge of electric vehicle systems (battery, drive train, controllers, etc.)
- Excellent diagnostic and troubleshooting skills.
- Customer-centric approach with excellent communication and interpersonal skills.
- Experience in handling international clients preferred.
- Proficiency in service documentation, CRM tools, and data analysis.
- Leadership ability to manage service teams and coordinate across departments.
Additional Requirements:
- Valid passport and willingness to travel
Domain Experience:
- Preferably in Electric Vehicles (EV)
📌 Service Support Engineer - Exports (India)
🏢 Roots Group of Companies
📍 India
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