Urgently Hiring Service Manager (EV)- Mahindra & Mahindra

No. of Vacancy - 1

Location - Maradu, Ernakulam

DUTIES AND RESPONSIBILITIES:

1. Operational Management

- Oversee all service operations, from customer intake and vehicle diagnostics to repairs, maintenance, and final delivery.
- Manage and be accountable for key performance indicators (KPIs) such as Customer Satisfaction Index (CSI), service turnaround time, first-time fix rate, and technician productivity.
- Ensure compliance with manufacturer service standards, safety procedures, and industry regulations (e.g., safety protocols for high-voltage systems).
- Coordinate with parts and warranty departments to ensure seamless service delivery and efficient claims processing.
- Manage the service department budget, inventory, and work-in-progress (WIP) to maintain profitability.

2. Team Leadership and Development

- Recruit, train, mentor, and develop a high-performing team of service advisors, technicians, and support staff.
- Conduct performance reviews and provide consistent, constructive feedback to drive individual and team results.
- Identify training needs and ensure the team is up-to-date on EV-specific systems, diagnostics, and repair techniques.
- Foster a positive, inclusive, and collaborative work environment that embodies a "customer-first" philosophy.

3. Technical Expertise

- Possess a strong understanding of electric vehicle systems, including high-voltage (HV) and low-voltage (LV) systems, battery technology, and electric powertrains.
- Act as the key technical escalation point for complex diagnostic and repair issues.
- Implement and oversee digital tools, diagnostic systems, and service infrastructure.
- Ensure the accurate application of Technical Service Bulletins (TSBs) and recall campaigns.

4. Customer Experience

- Champion the delivery of an exceptional and industry-leading customer service experience.




- Proactively address and resolve customer complaints and technical/service-related issues professionally and efficiently.
- Implement customer retention programs and proactive service campaigns to build lasting customer relationships

Qualifications and Requirements

Experience:

- Minimum of 5-10 years of progressive experience in automotive service operations, with at least 3-5 years in a management role.
- Proven track record of managing a team and being accountable for performance metrics and KPIs.
- Strongly Preferred: Direct experience with electric vehicles, high-voltage systems, and EV diagnostics.

Education & Certifications:

- Diploma or Bachelor’s degree in Automotive Technology, Mechanical Engineering, Electrical Engineering, or Business Administration is preferred.
- Relevant certifications (e.g., ASE, EPA 609, OEM-specific EV training) are a significant advantage.

Skills & Competencies:

- Leadership: Exceptional ability to lead, motivate, and develop teams in a fast-paced workplace.
- Customer Service: Unwavering commitment to delivering an outstanding customer experience.
- Communication: Excellent written and verbal communication skills for interacting with customers, staff, and senior management.
- Analytical & Problem-Solving: Strong ability to analyze reports, solve complex technical issues, and drive continuous improvement.
- Technical Proficiency: Proficiency in MS Office, service management software, and dealer management systems (DMS).
- Adaptability: Ability to thrive in ambiguous environments and adapt to the rapidly evolving EV industry.

Job Types: Full-time, Permanent

Pay: ₹40,000.00 - ₹60,000.00 per month

Benefits:

- Cell phone reimbursement
- Flexible schedule
- Health insurance
- Life insurance
- Provident Fund

Ability to commute/relocate:

- Kochi, Kerala: Reliably commute or planning to relocate before starting work (Required)

Education:

- Bachelor's (Required)

Experience:

- Technical support with OEM: 2 years (Required)

Language:

- English (Required)

Work Location: In person

📌 Service Manager- EV (Kollam)
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