Lead end-to-end service operations and warranty management to ensure exceptional customer experience, timely issue resolution, high vehicle uptime, and effective dealer service support.
Key Responsibilities:
- Manage service operations across the retrofit centre and dealer network.
- Oversee warranty claims, approvals, and root cause analysis.
- Ensure timely service delivery and adherence to TATs.
- Drive service quality, customer satisfaction, and first-time fix rates.
- Coordinate spare parts availability for service and warranty.
- Train and support dealer technicians on service processes and standards.
- Monitor service KPIs and implement continuous improvements.
Key KPIs:
- Service TAT
- First-Time Fix Rate
- Warranty Claim TAT
- Warranty Cost %
- Customer Satisfaction (CSAT)
- Vehicle Repeat Failure Rate
- Dealer Service Compliance
- Spare Parts Fill Rate
Preferably from:
- EV 2W
- Automotive service
- EV service network
- EV component/service organisation