Zonal Technical Service Manager- EV

Function

Emerging Mobility Business Unit

Pay Band

E4 to M2

Role

Zonal Technical Service Manager - EV is responsible to handle ‘LIVE’ escalated technical issues. They need to be channelized properly as special reports/feedback to Research & Development (R&D) through Central Quality Assurance (CQA). Also such technical reports are an after-effect of exhaustive troubleshooting, which needs to be handled and guided. Service Executives (Dealer) escalate technical issues to Service Engineers who in turn seeks guidance from this profile. For any Special/Critical cases, this profile will take guidance from National Technical Service Manager – EV who has Pan India visibility of Technology.

A Day in the life

Zonal Technical Service Manager - EV is responsible to handle ‘LIVE’ escalated technical issues. They need to be channelized properly as special reports/feedback to Research & Development (R&D) through Central Quality Assurance (CQA). Also such technical reports are an after-effect of exhaustive troubleshooting, which needs to be handled and guided. Service Executives (Dealer) escalate technical issues to Service Engineers who in turn seeks guidance from this profile. For any Special/Critical cases, this profile will take guidance from National Technical Service Manager – EV who has Pan India visibility of Technology.

A purpose driven role for you

P:Productivity | Improve productive workmanship on Customer vehicles
Minimize the Open - Closure TAT (Troubleshooting by Ticketing for all Escalations) in Days on Vehicle level.
Be responsible for the activities related to Productivity enhancement and troubleshooting for the entire territory allocated.

Q: Quality | Provide good quality feedback to Back-End
Product Improvement Suggestion on Individual level basis special report.
Be aware of the Product needs of improvement. Revert in the structured manner basis PDCA, 5S and 7-Step problem solving approach.

Cost | Minimize the cost impact to company without compromising Quality
Minimize the Warranty Rejection for VIDA Authorized Workshops.
Increase awareness for good workshop practices and correct diagnosis to save cost for all in the channel.

D: Delivery | Optimization of delivery, making it smoother
Instances of Customer Delight. Recorded as a document.
Enhancement of the last mile delivery of customer service. Track the dissatisfaction levels and act suitably, especially for technical failures.

S: Safety | Create safe environment in the VIDA Authorized Workshops
Special Tool Availability and compliance at the authorized workshop.
Reporting of safety related incidences.
Increase safety compliances.

M: Morale | Do activity which increases of Morale of Team
Special Training for territory on Technical Improvements.
Create Pull for the knowledge & Keep team Morale high by engaging them in constructive activities (technical)

Academic Qualification & Experience

B.E. / B.Tech. with 5 Years + Work Experience
In Automotive EV After Sales/ Service (2-wheeler, 4-wheeler)
Experience in EV Industry After Sales/Service is a must

Technical Skills/Knowledge

Electrical and Electronics of EV vehicle
DMS for flow of Failure reports/ Job Cards/ Repeat complaints/ Revisits/ Dealer Debits. SAP for Part /Failure/ Warranty tracking/ Dealer Debits
Field Fix Management experience in Field Service.
Awareness of safe workshop electrical practices for Workshop
Identification of chronic and critical service issues and proper channel escalation
Good Drafting skills for technical documentation
Chassis No./ Vendor part No. basic identification
Basic Finance knowledge for Finance.

Behavioural Skills

Communication skills
Interpersonal skills
Stakeholder management
Customer handling

Team Management

What will it be like to work for Hero

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