Lead Service

Role & responsibilities

Job Title: Lead Service

Reports to: Head Service

• Job Purpose:
• Implement Service processes and lead the service team at assigned locations to achieve target
• fleet availability within the AMC target costs, in line with the direction set by Head Service.
• Responsibilities:

• Responsible for implementing Service processes at assigned locations in coordination

with various stakeholders, as defined by Head Service.

• Lead and develop the Service team at assigned locations, including group company and

service provider team members.

• Support Head Service in defining KPIs in operational/maintenance agreements and be

responsible for KPI adherence at assigned locations.

• Directly responsible for ensuring targeted fleet availability levels are achieved through

daily/ weekly & monthly service process at assigned locations.

• Directly responsible for implementing monitoring processes & monitoring service level

to ensure vehicle uptime.

• Responsible for executing and improving Service processes covering gate in to gate out.
• Training field team on service process and identifying training needs of the team.
• Should be able to handle outsourced activities and support contract management.
• Provide cost inputs and assumptions to Head Service for quoting new business.
• Work with external team members contracted to establish required facilities within the

target timeline and cost to operationalize new business, as per the timeline prepared

with Head Service.

• Provide progress updates at each phase to Head Service, highlighting key issues and

decisions required.

• Execute trials at customer locations to support winning new business.
• Resolution of product complaints in coordination with technical service/ PD and quality

wherever required.

• Identify Service-related parameters to be monitored and controlled, and drive

continuous improvement at assigned locations.

• Support Operator Manual / Technical literature preparation and update.
• Provide input for warranty agreements on major aggregates.
• Participate in new model signoffs and ensure critical support tools are identified and

available at assigned locations.

• CSI Measure & Benchmark
• Analytics for service – Repeat complaints, TAT and MIS.
• Ensuring minimum stock level of parts at workshops/ depots and avoiding stock outs.
• Support Head Service in preparation of AMC budget & presenting to Management.
• Responsible for maintaining the AMC costs within budgeted target at assigned locations.
• Good communication skills with a working knowledge of Hindi.
• Should be willing to travel to various locations.

Skills & Knowledge:

• Graduate with Electrical/ Mechanical background
• 15 – 18 plus years of experience (Minimum 8 to 10 years’) in managing any field service,

preferably EV vehicles.

• Good Interpersonal skills, self-driven and strong communication in English and Hindi is

essential