Service Manager

4 weeks ago

Delhi India Exponent Energy Full time

Job Description You will be working with the After Sales team in Bengaluru/NCR/Chennai. This is a on field role This team runs on a hustle mindset with an objective to increase Exponent Energy's market share in the city of Bengaluru and beyond, and help more people adapt to 15-minute rapid charging technology achieved by our Flexible Energy Stack, which consists of the e^pack (battery pack) and e^pump (charging station). Our philosophy: Break. Believe. Build Break stuff. Break assumptions. Break the thumb rule. Believe in the team. Believe in the process. Believe through failures. Build fast. Build passionately. Build to simplify. Process Definition & Implementation - Design end-to-end processes for charging station operations, maintenance, service response, and field team workflows - Define standard operating procedures (SOPs) for recurring activities and ensure adherence across sites - Establish governance for software integrations, field team tools, and service workflows - Ensure that SOPs are documented & implemented across the functions Drive Visibility and Cross-Functional Resolution on Customer Experience (CX) Issues - Collaborate with engineering, product & system integration teams to ensure product features align with operational needs - Work with manufacturing and quality teams to integrate quality checks and reliability metrics into station rollouts - Act as a bridge between field teams and central functions to ensure smooth execution Streamline Cross-Team Program Management Across various network programs - Ensure that cross-functional teams are influenced to ensure CX & Network program management happens seamlessly while ensuring external customers like OEM partners, drivers, network partners & service providers - Define key KPIs (uptime, service response time, defect rate, etc.) for charging station operations - Build and maintain dashboards to track station performance, field team productivity, and customer experience - Identify bottlenecks and drive continuous improvement initiatives using data-driven insights Change Management & Training - Train field and operations teams on new processes and tools - Ensure documentation is up to date, accessible, and user-friendly - Lead process adoption and change management initiatives across the network Vendor & Partner Standardization - Identify, evaluate, and onboard common vendors/partners for charging station installation, electrical & power liaisoning, and service execution - Create standardized scopes of work and SLAs to ensure consistency in vendor deliverables across geographies - Build processes for vendor performance tracking, compliance, and continuous improvement What matters: Quality of work Approach towards problem-solving Dissatisfaction towards mediocre work Resilient attitude to bounce back after failing About Us Exponent simplifies energy for EVs. Co-founded by Arun Vinayak (Ather Energy's Founding Partner & Former Chief Product Officer) and Sanjay Byalal (Former hardware strategic sourcing and cell strategy lead, Ather and Former Supply Chain Lead, HUL), Exponent focuses on solving two sides of the energy problem by building the e^pack (charging station) and e^pump (battery pack) which together unlock 15-min rapid charging. The 200+ strong team of passionate builders have a ton of EV experience and are currently looking for more builders to join one of the best EV teams in India to build & scale Exponent.

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