The Regional Service Manager (RSM) will be responsible for overseeing, managing, and optimizing Heavy-Duty vehicle service operations across the assigned region. The role will ensure technical excellence, high vehicle uptime, superior customer experience, operational efficiency, and compliance with safety and OEM standards for EV.

The position requires strong technical expertise across EV battery and high-voltage systems, electric motors, power electronics, charging systems, vehicle electronics, diesel engines, fuel systems, transmissions, differentials, and complete powertrain systems. The RSM will lead and develop service teams and dealer networks, provide technical support for complex vehicle issues, and drive effective diagnostic and repair practices.

Technical Expertise

1. Possess comprehensive knowledge of electric or ICE vehicles, including battery systems, power electronics, charging systems, software integration, powertrains, drive axles, and other critical vehicle components.
2. Diagnose, troubleshoot, and repair EV and ICE vehicle systems, with expertise in EV-specific components such as battery packs, electric motors, inverters, charging systems, and on-board diagnostics.
3. Stay current with advancements in EV and ICE technologies, diagnostic tools, service equipment, and repair methodologies to continuously improve service capabilities.
4. Provide technical training and guidance to service teams on EV and ICE diagnostics, repair procedures, safety practices, and emerging technologies.
5. Develop and implement service protocols and diagnostic procedures for high-voltage EV systems as well as advanced electronic, mechanical, and powertrain systems in ICE vehicles.
6. Ensure adherence to high-voltage safety standards,



OEM service procedures, and best practices while servicing EV and ICE vehicles.

Customer Success Journey

1. Ensure high-quality, prompt, and reliable service experiences for customers.
2. Develop and implement customer service protocols, focusing on quick turnaround times, transparency in repairs, and effective communication.
3. Establish and manage customer feedback mechanisms to improve service offerings and satisfaction.
4. Optimize workflows to enhance efficiency, reduce downtime, and maximize resource utilization.
5. Implement performance monitoring metrics to identify bottlenecks and improve response times and repair quality.

Customer Complaint Management

1. Utilize CRM tools to manage customer interactions, service histories, and feedback effectively.
2. Implement personalized service experiences, loyalty programs, and value-added services to enhance customer retention.
3. Develop strategies to re-engage customers for routine maintenance, upgrades, and additional service needs.
4. Quickly identify and resolve technical issues, service complaints, and operational challenges.
5. Develop contingency plans for high-demand periods, equipment failures, or unforeseen service disruptions.

Safety and Compliance Management

1. Ensure all service activities adhere to safety regulations and best practices, particularly concerning high-voltage EV systems.
2.



Implement safety protocols for battery handling, fire prevention, and emergency response.
3. Stay updated on industry safety standards, government regulations, and compliance requirements related to EV service.
4. Align service processes with environmental regulations and sustainability practices, particularly in battery handling and recycling.
5. Promote initiatives that minimize the carbon footprint of service operations, such as energy-productive service centers and eco-friendly disposal of parts.

Driving a High-Performance Culture

1. Set clear performance targets and provide regular feedback to ensure goal achievement.
2. Continuously upgrade team competencies through training programs focused on EV technology, product knowledge, and customer management.
3. Foster a work environment that values high performance and meritocracy.
4. Recognize and reward high-performing team members.
5. Take necessary actions to address underperformance and mediocrity.
6. Develop a talent pipeline to support business growth and service expansion.

Qualifications & Experience:
1. Bachelors degree/ Diploma in Mechanical, Electrical, or Automotive Engineering.
2. Minimum of 15-25 years of experience in HDT service management, automotive service, or a related field.
3. Strong knowledge of ICE vehicles technology or EV technology, diagnostics, and maintenance practices.
4. Experience in customer service management and workflow optimization.
5. Familiarity with CRM tools and service management software.
6. Proven ability to lead, train, and manage high-performing service teams.
7. Excellent problem-solving, decision-making, and analytical skills.

📌 Regional Service Manager (Delhi)
🏢 SANY Group
📍 Delhi