Responsibilities & Key Deliverables

Service level adherence: Completion of survey, installation and customer complaint with defined SLA.
Network & Process Development
Network Setup: Establish and operationalize the EV service network across assigned regions.
Dealer Enablement: Strengthen service systems, processes, and inventory management (chargers, spares) at Dealerships.
App Utilization: Drive effective utilization of the DMS (Dealer Management System) and Service apps.
Technical Support & Troubleshooting
Issue Resolution: Resolve product concerns and field issues quickly through both remote support (phone/social media) and on-site physical intervention.
Root Cause Analysis: Analyze field failures, troubleshoot issues, and coordinate with the Charger OEM and Central team for rapid resolution.
Bulletins & Training: Manage technical literature, distribute Technical Service Bulletins, and develop customized training for the field team.
Customer, Dealer, & Stakeholder Management
Stakeholder Coordination: Liaise seamlessly with Sales & Service teams at Auto Dealership and organization’s Dealerships, and AO/RO/ZO levels.
B2B / B2C Consultation: Act as a consultant and immediate solution provider, building strong relationships with customers, dealers, and the internal service team.
External Approvals: Interact with RWAs (Resident Welfare Associations) and DISCOMs regarding power approvals and installation safety.
Warranty & Operations
Warranty Administration: Administer and monitor warranty policies and data. Identify trends to control and reduce overall warranty costs.
DMS Monitoring: Oversee DMS service calls, track service level agreements (SLAs), and coordinate with field teams on site surveys, installation, and commissioning.
Benchmarking: Understand market competition and benchmark best practices in charger installation, service, and O&M processes.

Experience

Industry Preferred

Qualifications

General Requirements

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