Service Operations Manager
3 days ago
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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