Zonal Technical Service Manager - Electric Vehicles

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 About Hero Experience Level Mid Level