Service Manager

Role & responsibilities

• Manage complete after-sales service operations for EV two-wheeler vehicles.
  
• Establish and implement customer complaint handling and resolution system.
  
• Monitor and resolve warranty claims and defective part returns.
  
• Coordinate with SCM/Purchase for spare parts requirement and availability.
  
• Handle return of warranty parts and vendor debit note processing.
  
• Provide technical support and guidance to dealers and service centers.
  
• Supervise and monitor field service engineers and their travel plans.
  
• Plan and conduct periodic service camps and customer service activities.
  
• Analyze field failures and ensure corrective and preventive actions.
  
• Maintain service records, warranty reports and service performance reports.
  
• Ensure customer satisfaction and maintain service quality standards.
  
• Implement service SOPs and service policies across network.
  
• Train service technicians and dealer service staff.
  
• Monitor spare parts usage and maintain proper parts control.
  
• Coordinate with technical and production team for recurring issues.
  
• Improve service turnaround time and response efficiency.
  
• Maintain proper communication with customers, dealers and internal departments.
  

Preferred candidate profile

• 2025 years experience in automobile two-wheeler service or after-sales operations.
  
• Experience in handling dealership/service center network and field service engineers.
  
• Strong knowledge of vehicle systems, spare parts and service diagnostics.
  
• Hands-on experience in warranty claim handling and defective parts return process.
  
• Experience in resolving customer complaints and improving customer satisfaction (CSAT).
  
• Ability to plan and conduct service camps and service activities in the field.
  
• Experience in coordinating with Purchase/SCM for spare parts availability.
  
• Good understanding of failure analysis and root cause identification.
  
• Able to train service technicians and dealer service staff.
  
• Good documentation and service reporting skills.
  
• Strong leadership, communication and customer-handling skills.
  
• Diploma / B.E / B.Tech in Automobile or Mechanical Engineering.
  
• Willing to travel for dealer visits, field support and service activities.