Elevated Service Coordinator
7 days ago
**Job Summary:**
We are seeking a highly skilled Backend Service Manager to oversee our after-sales service operations, ensuring exceptional customer support, efficient service network management, and prompt issue resolution for our electric two-wheeler products.
The ideal candidate will have extensive experience in service operations, technical troubleshooting, and process optimization within the EV or automotive industry.
**Key Responsibilities:*
- Service Operations & Management:
- Oversee backend service operations, including customer complaint resolution, warranty claims, and service analytics.
- Develop and implement service standard operating procedures (SOPs) to enhance efficiency and reduce downtime.
- Monitor and analyze service metrics to improve customer satisfaction and product reliability.
- Technical Support & Troubleshooting:
- Provide technical guidance to service teams and dealers for issue resolution.
- Coordinate with R&D and production teams to identify and rectify recurring technical issues.
- Maintain a knowledge base of common troubleshooting processes and solutions.
- Customer Support & Satisfaction:
- Handle escalated customer complaints and ensure timely resolution.
- Implement customer feedback mechanisms to improve service quality.
- Work closely with CRM teams to enhance the service experience.
**Required Skills & Qualifications:**
To succeed in this role, you must possess a Bachelor's degree in Mechanical, Electrical, or Automobile Engineering (MBA preferred), along with 5+ years of experience in backend service operations, preferably within the EV or automotive industry. Additionally, you should have strong knowledge of EV technology, battery management systems, and diagnostics. Your excellent problem-solving and analytical skills, coupled with strong communication and leadership abilities, will enable you to drive results and foster a culture of excellence.
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