Area Service Manager

Role: Area vehicle service manager

Location: Kerala

Reporting Structure: Regional Vehicle service manager

Team name: Service delivery team

About the Team and the Role:

The service delivery team at Ather is responsible for ensuring that the KPIs of the Service teams are met while keeping in mind great Customer Experience at Service center locations.

This role is for an Area vehicle service manager who will monitor service quality, manage customer complaints, and support the establishment of vehicle service setups across launch markets.

Responsibilities:

• Ensure service team KPIs are met while maintaining superior customer experience standards at service center locations.
• Monitor and control service quality for the service center and fleet through the adoption of SOPs and best practices.
• Manage customer complaints by ensuring timely redressal and initiating necessary corrective actions.
• Oversee warranty management and provide technical support to service teams across multiple locations.
• Plan and support localized service marketing activities and the establishment of service setups in new markets.
• Support the Service Strategy team in the documentation of service manuals and standard operating procedures.
• Conduct Training Needs Analysis to maintain a high level of competence within service and fleet teams.
• Control operational costs and improvise tools or equipment to improve overall operational efficiency and scale.

Experience and Qualifications:

• Graduate in Business/Engineering from a Tier I/Tier II Institute.
• 6-10 years of experience in managing service delivery operations, including teams of 20+ or multiple workshops.

Must Have Competencies:

• Management of after-sales service operations including technical diagnostics for mechanical and electrical systems.
• Execution of crisis management protocols to resolve critical service delivery or customer escalations.
• Strategic alignment of service operations to control costs and improvise tools and equipment.
• Scaling of service delivery operations across multiple workshops or high-volume launch markets.

Good to have Competencies:

• Application of EV technology principles to support technical service teams and diagnostics.
• Implementation of Training Needs Analysis to enhance team competence across service centers.
• Documentation of service manuals and standard operating procedures for new product or market launches.
• Oversight of warranty management and PDI support processes to ensure product quality compliance.

Want to know more?

At Ather, weve built Indias first intelligent scooter, from scratch. Based on the philosophy of clean design and smart technology, we are transforming the urban commute experience. We are expanding in India, and in the coming years, we look forward to scaling up and launching more products globally. Today, our product offerings include the Ather 450X, 450S, 450 Apex, and Rizta. Beyond the product, we are also setting up an extensive charging network and re-imagining end-to-end ownership experience. To know more, check out our Careers site and our Substack.

Be You, With Us

The Ather story doesn't write itself - our people do. We believe everyone is equal, but not the same. Diversity is our strength, and building an inclusive and equitable workplace begins with acknowledging and embracing our differences. We are an equal opportunity employer, and our team reflects a wide range of identities, experiences, and perspectives - all united by a shared passion to shape the Ather journey.