VP Service Operations

VP Service Operations

About Us:

At EMO Energy, we're revolutionizing electric mobility by building an end-to-end EV technology stack, spanning high-performance battery systems, intelligent control electronics, electric vehicles, and charging infrastructure. As a fast-growing deep tech organization, we combine innovation, engineering excellence, and execution speed to build and deploy products from the ground up. Today, we operate 10,000 battery packs and 2,000 EVs powering quick commerce fleets across India, delivering reliable, scalable solutions for the future of electric mobility.

Job Summary:

As a Quality & Manufacturing Intern, you will work closely with the manufacturing and quality teams to support day-to-day production activities, ensure adherence to quality standards, monitor manufacturing processes, and identify opportunities for improvement. This role is ideal for a Mechanical Engineering graduate looking to build practical experience in manufacturing and quality operations within the EV and battery technology industry.

What You Will Do:

1. Build, scale, and lead EMO Energy's pan-India service network, including service hubs, workshops, field teams, service stations, and authorized service partners, ensuring adequate coverage to support business growth and fleet expansion.
2. Own end-to-end service operations across battery packs, electric vehicles, and charging systems, including breakdown response, roadside assistance, vehicle repairs, battery diagnostics, charger maintenance, and preventive maintenance.
3. Drive service performance against key metrics, including fleet uptime, service turnaround time (TAT), mean time to repair (MTTR), first-time fix rate, repeat failure rate, SLA adherence, and service cost per vehicle.
4. Develop and implement preventive and predictive maintenance programs, standardized service workflows, escalation mechanisms, and repair protocols to minimize downtime and improve fleet reliability.
5. Own spare parts planning, demand forecasting, inventory management, and distribution across service locations, ensuring spare availability, inventory accuracy, and cost optimization.
6. Collaborate with Engineering, BMS, Firmware, Manufacturing, and Quality teams to analyze field failures, identify root causes, implement corrective and preventive actions (CAPA), and improve product reliability and serviceability.
7. Manage warranty claims and service escalations with OEMs, suppliers, and service partners, ensuring timely resolution, accurate documentation, and recovery of eligible warranty costs.
8. Recruit, develop, and lead regional service managers, service engineers, technicians, and service partners, establishing clear performance goals, training programs, productivity benchmarks, and accountability.
9. Establish and enforce service SOPs, quality standards, safety protocols, and audit mechanisms across all service locations, ensuring safe battery handling, high-voltage system maintenance, and compliance with applicable requirements.
10. Drive service cost optimization, digitalization, and continuous improvement through service dashboards, asset-level maintenance records, failure analytics, and cross-functional collaboration to improve operational efficiency and customer satisfaction.

What We're Looking For:

1. 15 years of progressive experience in service operations, including a minimum of 5 years in leadership roles managing and scaling multi-state or pan-India service networks.
2. Extensive experience in after-sales service, maintenance, or technical support within the EV, automotive, two-wheeler, battery, or charging infrastructure industries.
3. Strong technical understanding of lithium-ion battery systems, Battery Management Systems (BMS), EV powertrains, and DC charging infrastructure.
4. Demonstrated success in building and managing large, geographically distributed field service teams, regional operations, and third-party service partner ecosystems.
5. Proven ability to drive service performance through data-led decision-making, with expertise in defining service KPIs, monitoring dashboards, improving SLA adherence, and optimizing operational costs.
6. Willingness to travel extensively across India, potentially up to 50% of the time, to oversee regional operations, strengthen service capabilities, and support network expansion.
7. Bachelor's degree in Electrical, Electronics, Mechanical, Automobile Engineering, or a related engineering discipline.

Good to Have:

1. Experience in fleet operations, quick commerce mobility, last-mile delivery, or B2B service environments.
2. Experience building or scaling OEM-authorized dealer service networks, service franchises, or third-party service partner ecosystems.
3. Experience supporting high-utilization EV fleets, battery swapping or charging infrastructure, and uptime-driven service models.
4. Experience implementing service management systems, field service tools, and data-driven maintenance or reliability improvement programs.