Zonal Technical Service Manager- EV

Hero MotoCorp Ltd.

Bengaluru

On-site

INR 1,200,000 - 2,100,000

Full time

2 days ago

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Job summary

Hero MotoCorp Ltd. in Bengaluru seeks a Zonal Technical Service Manager - EV to lead LIVE escalated technical issues and guide dealer service teams through R&D and CQA channels.

You will coordinate reports, drive productivity, quality improvements, and safer workshop practices across the territory, with Pan-India visibility for technology guidance from the National Technical Service Manager - EV.

Academic background of BE/B.Tech with 5+ years in Automotive EV after sales is essential.

Qualifications

BE/B.Tech with 5+ years of work experience in Automotive EV after sales/service.
Experience in EV industry after sales/service is a must.
Electrical and electronics knowledge for EV vehicles.

Responsibilities

Handle LIVE escalated technical issues and guide dealer service teams.
Channelize reports to R&D through CQA.
Coordinate with National Technical Service Manager - EV for pan-India guidance.
Improve productivity and reduce open-to-close ticket times.
Drive quality feedback and PDCA-based product improvements.

Skills

Electrical & Electronics

SAP

Field Service

Team Management

DMS

Education

BE/B.Tech

Tools

SAP

Job description

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Zonal Technical Service Manager - EV is responsible to handle 'LIVE' escalated technical issues. They need to be channelized properly as special reports/feedback to Research & Development (R&D) through Central Quality Assurance (CQA). Also such technical reports are an after-effect of exhaustive troubleshooting, which needs to be handled and guided. Service Executives (Dealer) elevate technical issues to Service Engineers who in turn seeks guidance from this profile. For any Special/Critical cases, this profile will take guidance from National Technical Service Manager - EV who has Pan India visibility of Technology.

A Day in the life

A purpose driven role for you

P:Productivity | Improve productive workmanship on Customer vehicles
Minimize the Open - Closure TAT (Troubleshooting by Ticketing for all Escalations) in Days on Vehicle level.
Be responsible for the activities related to Productivity enhancement and troubleshooting for the entire territory allocated.

Q: Quality | Provide good quality feedback to Back-End
Product Improvement Suggestion on Individual level basis special report.
Be aware of the Product needs of improvement. Revert in the structured manner basis PDCA, 5S and 7-Step problem solving approach.

Cost | Minimize the cost impact to company without compromising Quality
Minimize the Warranty Rejection for VIDA Authorized Workshops.
Increase awareness for good workshop practices and correct diagnosis to save cost for all in the channel.

D: Delivery | Optimization of delivery, making it smoother
Instances of Customer Delight. Recorded as a document.
Enhancement of the last mile delivery of customer service. Track the dissatisfaction levels and act suitably, especially for technical failures.

S: Safety | Create safe environment in the VIDA Authorized Workshops
Special Tool Availability and compliance at the authorized workshop.
Reporting of safety related incidences.
Increase safety compliances.

M: Morale | Do activity which increases of Morale of Team
Special Training for territory on Technical Improvements.
Create Pull for the knowledge & Keep team Morale high by engaging them in constructive activities (technical)

Academic Qualification & Experience

B.E. / B.Tech. with 5 Years + Work Experience
In Automotive EV After Sales/ Service (2-wheeler, 4-wheeler)
Experience in EV Industry After Sales/Service is a must

Technical Skills/Knowledge

Electrical and Electronics of EV vehicle
DMS for flow of Failure reports/ Job Cards/ Repeat complaints/ Revisits/ Dealer Debits. SAP for Part /Failure/ Warranty tracking/ Dealer Debits
Field Fix Management experience in Field Service.
Awareness of safe workshop electrical practices for Workshop
Identification of chronic and critical service issues and proper channel escalation
Good Drafting skills for technical documentation
Chassis No./ Vendor part No. basic identification
Basic Finance knowledge for Finance.

Behavioural Skills

Team Management

About Hero

Job Segment: IT Manager, Service Manager, Information Technology, ERP, Field Service, Technology, Customer Service, Manufacturing

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