Role: RSM-EV EV(North & East)
Exp- 12+ Years
Location- Gurgaon
Job Summary:
The Regional Service Manager (RSM) is responsible for overseeing and optimizing service operations across designated regions to ensure high-quality customer support and service delivery. This role involves managing service centers, developing and implementing service policies, training service teams, and working closely with regional teams to drive customer satisfaction and operational efficiency.
Key Responsibilities:
- Service Operations Management:
- Oversee day-to-day service center operations, ensuring efficient and timely servicing of EVs.
- Monitor service quality, adherence to standards, and compliance with safety and environmental regulations.
- Implement strategies to reduce vehicle downtime and enhance service efficiency.
- Customer satisfaction and relationship management:
- Address escalated customer issues and work on improving service delivery.
- Track customer feedback and implement improvements to boost customer satisfaction and loyalty.
- Conduct regular customer satisfaction surveys and analyze feedback for actionable insights.
- Team Leadership and Development:
- Lead, mentor, and develop regional service teams, fostering a customer-centric and performance-driven culture.
- Conduct regular training sessions on new technologies, service techniques, and company policies for all service personnel.
- Evaluate performance metrics, provide feedback, and implement continuous improvement initiatives.
- Technical expertise and support:
- Provide guidance on technical service issues and support the team in complex repairs.
- Stay up-to-date with EV technology advancements and ensure teams are trained in the latest repair and maintenance methods.
- Collaborate with engineering and product teams to resolve recurring technical issues.
- Operational Efficiency and Reporting:
- Monitor and report on key performance indicators (KPIs) including service turnaround time, quality, and cost-effectiveness.
- Ensure efficient inventory management of spare parts and equipment.
- Prepare regular reports on service center performance, budget adherence, and resource allocation.
- Strategic Planning and Expansion:
- Identify opportunities for service center expansion within the region to meet growing EV demand.
- Develop and implement strategies to increase service revenue and reduce operational costs.
- Work closely with other departments, including sales and marketing, to develop customer retention and acquisition strategies.
Qualifications:
- Education: Bachelor's degree in engineering, automotive technology, business management, or a related field; advanced degrees or certifications in automotive service management are a plus.
- Experience: 12+ years in automotive service management, with experience in EVs being highly preferred.
- Technical Skills: Strong knowledge of EV systems and components, diagnostic tools, and service techniques.
- Leadership Skills: Proven ability to lead and motivate teams, with excellent people management and conflict resolution skills.
- Analytical Skills: Proficiency in analyzing operational data to make strategic decisions.
- Communication: Excellent verbal and written communication skills, with the ability to interact effectively with customers and cross-functional teams.
Competencies:
- Customer-focused mindset with a commitment to service excellence.
- Adaptability to the rapidly evolving EV landscape and willingness to embrace new technologies.
- Strong organizational and time management skills to handle multiple service centers and responsibilities.
ONLY SHORTLISTED CANDIDATES WILL BE CONTACTED BACK.
