Head of Service Aftersales

4 weeks ago

Pune, India Gensol Electric Vehicles Full time

About Us:


Gensol Electric Vehicle division is part of the Gensol group, a conglomerate and an institution where renewable energy is a way of life.

An ISO 9001:2008 certified, Gensol group has a portfolio of app-based all-electric ride-hailing fleets,

Solar advisory and EPC, wind advisory and EPC, operations, and management (O&M), Monitoring and analytics, independent power producer (IPP), energy storage, and e-commerce, With an innovation-driven approach at the core, the Gensol group has already one foot in the future when it comes to the renewable energy sector.

At Gensol EV, we are building India’s first mass-segment intra-city all-connected smart EV car.

We aim to accelerate the adoption of affordable electric mobility and improve our cities' safety and quality of life.


We are Gensol Electric Vehicle Pvt. Ltd. We hire the world’s best and brightest people to help make this future a reality. Our culture is fast-paced, energetic, and innovative. We work to build an inclusive environment in which everyone can do their best work.


Job Description: 3W /4W Vehicle Serviceability & Service strategic Specialist


We are seeking a highly skilled and motivated Service Design and Serviceability Specialist to join our dynamic team. As the Service Design and Serviceability Specialist, you will play a critical role in designing innovative and efficient services, while also ensuring the serviceability and maintainability of our products and systems. Your expertise will contribute to enhancing the overall customer experience and optimizing service processes. This is an exciting opportunity to work at the forefront of cutting-edge technologies and drive the success of our organization.


Responsibilities:


  1. Service Design: Collaborate with cross-functional teams to design and develop new services or enhance existing ones. Conduct thorough research to identify customer needs, pain points, and service improvement opportunities. Create service blueprints, process flows, and user journey maps to guide the development and implementation of new services.
  2. Serviceability Analysis: Assess the serviceability and maintainability of products and systems during the design phase. Analyse design specifications, schematics, and technical documentation to ensure products can be efficiently serviced, repaired, and maintained throughout their lifecycle.
  3. Service Strategy Development: Develop strategies and guidelines for serviceability, considering factors such as spare parts availability, ease of troubleshooting, and repair documentation. Work with engineering and product teams to incorporate serviceability requirements into the product development process.
  4. Root Cause Analysis: Investigate service-related issues and failures to identify root causes. Work closely with technical teams to determine potential design or process improvements to prevent recurring issues and enhance service efficiency.
  5. Service Lifecycle Management: Oversee the entire service lifecycle from concept to implementation and beyond. Continuously monitor and optimize services to adapt to changing requirements, technological advancements, and customer expectations.
  6. Service Prototyping: Create prototypes and mock-ups of services to test and validate new ideas before full-scale implementation. Gather feedback from stakeholders and end-users to iterate and improve service designs iteratively.
  7. Training and Documentation: Develop training materials and conduct training sessions for service technicians and support staff. Create comprehensive service manuals, technical bulletins, and troubleshooting guides to assist service teams in their day-to-day operations.
  8. Cross-Functional Collaboration: Collaborate with product managers, engineers, designers, and other stakeholders to align service design with the overall product strategy and business objectives. Engage in regular communication to gather insights and ensure smooth service integration.
  9. Customer-Centric Approach: Champion a customer-centric approach to service design, ensuring that services are user-friendly, accessible, and address specific customer pain points.
  10. Quality Control: Implement quality control measures for service processes, ensuring that all services meet the highest standards of performance and customer satisfaction.
  11. Documentation and Reporting: Maintain detailed documentation of service design processes, serviceability analysis, and improvement initiatives. Prepare regular reports and presentations to communicate progress, achievements, and areas of improvement to relevant stakeholders.


Qualifications:

  1. Bachelor’s degree in industrial design, Mechanical Engineering, automotive engineering, or a related field. Master's degree is a plus.
  2. 15-20 years of experience in design, serviceability analysis, or a related field.
  3. Strong technical background with the ability to understand complex technical systems and their service requirements.
  4. Excellent problem-solving and analytical skills to identify and address service-related challenges.
  5. Proficiency in using design software and tools for creating service blueprints and process flows.
  6. Familiarity with quality control processes and service performance metrics.
  7. Exceptional communication and interpersonal skills to collaborate effectively with cross-functional teams.
  8. Ability to work independently, prioritize tasks, and meet deadlines in a fast-paced environment.
  9. Detail-oriented mindset with a focus on delivering high-quality service solutions.
  10. A passion for innovation and a desire to drive positive change within the organization.

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