Service Operations Manager

3 days ago

Bengaluru, Karnataka, India Zeno Full time ₹ 15,00,000 - ₹ 25,00,000 per year

Manager Service Operations

Start date :
Immediate

Location :
India (Bangalore), ~25% International Travel (Kenya / East Africa)

About Zeno

At Zeno Earth, we're reimagining mobility through sustainable, intelligent electric vehicles designed for tomorrow's roads. As we scale, we are committed to delivering exceptional after-sales support and service experience — one that reflects our customer obsession and engineering precision.

Role Summary

We are looking for a Manager – Service Operations who will take end-to-end ownership of Zeno's service strategy, tools, and execution frameworks. This person will work at the intersection of technical documentation, spares management, field service processes, and system readiness — ensuring a high-quality service experience at every touchpoint.

Key Responsibilities

Technical Documentation & SOPs

Develop, own, and maintain service-related documents such as:

  • Service Manuals
  • DFS (Design for Service)
  • Periodic Service Matrix
  • IR Check & Vehicle-Level SOPs
  • Service Bulletins (e.g., VCU rework)

Coordinate with R&D and QA teams to ensure technical accuracy and timely updates.

Spares Management

  • Create and maintain aftermarket spare pricing strategies.
  • Lead the process for spare parts shipment and fulfillment.
  • Collaborate with procurement and inventory teams to align service part availability.

Tools & Systems Enablement

  • Lead development and rollout of the Electronic Part Catalogue (EPC) and internal Service Tools.
  • Drive adoption of system tools among field teams and ASC (Authorized Service Center) partners.

Policy, Process & Onboarding

  • Create and iterate the Service Policy Manual and a shortened version for field onboarding.
  • Work cross-functionally with HR and Ops to implement service training and onboarding frameworks.

Service Quality & Feedback

  • Track key service KPIs (TAT, first-time-fix rate, escalation reduction).
  • Identify root causes of service issues and implement preventive actions.

What We're Looking For

  • 6–10 years of experience in automotive / EV / tech service operations.
  • Strong understanding of technical documentation, spares ecosystem, and field service processes.
  • Prior experience working with SOPs, EPC tools, and service bulletins.
  • Excellent cross-functional collaboration and project ownership skills.
  • Familiarity with diagnostic tools, field failure analysis, and ASC ecosystems is a plus.
  • Self- driven with good program management skills to lead the execution of the department.
  • Passport and ability to travel up to 25% including Travel to Kenya.

Why Join Zeno Earth?

  • Work with a passionate, future-forward team redefining EV service standards in India and our East African markets.
  • Build systems from scratch and leave a legacy in a growing mobility ecosystem.
  • Be part of a mission-driven company focused on clean energy, innovation, and user delight.

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