Field Service Engineer

Job Description You'll be working with the Service team in Bangalore. This team has an infectious passion to build operations from the ground up and ensure customers have a seamless experience. They help deliver the promised experience to our Customers for respective businesses and bring alive the proposition of Exponent Enabled Rapid Charging so that our customers benefit from 15-minute rapid charging at all times. 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. What you will do: You will ensure the smooth running of ground operations for Exponent After Sales Support and help the customers have a seamless, hassle-free experience,, to relationship management, you will play a critical role in the team. After Sales Support - Provide timely on-site (or remote, where possible) field support to customers experiencing battery/powertrain/cluster (e-kit) related failures - Ensure to maintain a turnaround time (TAT) of 48Hrs for field service support - Collaborate with internal teams engineering, supply-chain, customer support to coordinate spare parts, schedule services, manage upgrades or retrofits, and streamline service workflows - Lead and manage a field support team comprising technicians and drivers: assign tasks, ensure the team is properly trained, monitor performance standards, and maintain discipline and service quality - Oversee and monitor Periodic maintenance schedules and service campaigns - Collect and provide structured feedback to engineering / product teams based on field observations and recurring issues contributing to continuous product and process improvement - Maintain accurate, up-to-date documentation and service records - Diagnose and resolve faults including electrical and mechanical issues related to battery and motor (e-kit) systems - Interface with customers professionally explain technical issues clearly, guide them on safe operation and maintenance, and ensure high levels of customer satisfaction and transparency in service delivery - Be flexible and ready to travel frequently to customer sites - Workshop tie-ups with multibrand service providers and coordination with them for day to day service operations - Coordination with multiple external vendors The ideal candidate requires: - Diploma / B.E. / B.Tech in Automobile, Mechanical, or Electrical Engineering - Past experience in After Sales Operations and customer support (EV experience preferred) 6-8 years - Structured problem-solving, detail-oriented, and customer-first attitude - Market knowledge (EVs, Charging station deployment, Logistics) - Data analytics skills / should be comfortable working with MS Excel. Should have the intuition to use data effectively - Cross-functional experience in Service / Technical roles in previous experience is a bonus What matters: - The penchant to solving problems and working towards a solution - Empathy towards customers - A positive attitude - 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^pump (charging station) and e^pack (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.