Service Lead

Role & responsibilities

Job Title: Service Lead Department: Service Operations / Technical Support Experience: Relevant experience in service operations, asset management, and technical support

We are looking for an experienced and proactive Service Lead to manage service operations, asset repairs, service ticket closures, call center activities, and technical escalations. The candidate will be responsible for coordinating with service engineers, warehouse teams, OEMs, and field teams to ensure timely issue resolution, operational efficiency, and high service quality.

Key Responsibilities

1. Asset Repair and Ticket Management o Manage L1, L2, and L3 asset repairs and ensure timely service ticket closure. o Monitor open tickets, track repair progress, and ensure resolution within defined timelines. o Handle service escalations and coordinate with relevant teams for quick resolution.

2. Service Engineer Coordination o Assign and coordinate service engineers for RMT (remote monitoring/maintenance, as applicable) tickets across WH/COCO locations. o Ensure timely ticket resolution and effective coordination between field engineers and internal teams. o Track engineer performance and service turnaround time.

3. Call Center Operations o Manage 14-hour call center operations and ensure smooth handling of service related queries. o Maintain a response time of 15 minutes for driver queries. o Monitor call center performance, query resolution, and adherence to service level standards.

4. Warehouse Asset Management o Oversee Pre-Delivery Inspection (PDI) of assets during inward and outward warehouse movements. o Ensure assets are inspected, documented, and maintained according to quality standards. o Coordinate with warehouse teams to identify and resolve asset-related issues.

5. Team Management and Reporting o Prepare and maintain daily, weekly, and monthly service reports. o Monitor team productivity, ticket closure rates, pending cases, and service performance. o Conduct regular follow-ups with team members and support continuous improvement. o Manage escalations and ensure timely communication with stakeholders.

6. OEM Coordination and Technical Escalations o Coordinate with Original Equipment Manufacturers (OEMs) for in-plant battery repairs. o Manage technical escalations and follow up on repair progress. o Ensure timely resolution of complex technical issues in coordination with OEMs and internal teams.

7. Field Technical Support o Provide technical support and troubleshooting assistance to KAE (Key Account Executive) teams in the field. o Help diagnose technical issues and coordinate appropriate corrective actions. o Ensure field teams receive timely technical guidance and service support.

Preferred candidate profile

Required Skills and Qualifications

Diploma or B.Tech in Electrical, Electronics, Mechanical Engineering, or a related technical field. • Experience in service operations, asset repair management, or technical support.

• Knowledge of L1, L2, and L3 troubleshooting and ticket management. • Experience in team coordination, service escalations, and performance reporting. • Strong coordination skills for managing service engineers, warehouse teams, and OEMs. • Good knowledge of MS Excel and service reporting tools.

• Strong problem-solving, communication, and leadership skills. • Ability to manage multiple priorities and meet service-level targets. Key Performance Indicators (KPIs)

• Timely closure of L1, L2, and L3 service tickets.

• Driver query response time of 15 minutes. • Service turnaround time and reduction in pending tickets.

• Call center operational efficiency.

• Warehouse asset PDI compliance.

• Timely resolution of OEM-related repairs and technical escalations. • Team productivity and service quality.

Preferred Candidate Profile

• Strong leadership and team management capabilities. • Customer-focused approach with a sense of ownership. • Ability to work in a fast-paced service environment. • Proactive in identifying operational gaps and implementing improvements.