5.0 - 9.0 years

0 Lacs

karnataka

On-site

You will be the Service Quality Strategist at Ather, based at IBC Knowledge Park, Bengaluru, and aligned with the Lead of Service Quality & Planning. You will join the Service Quality & Planning team. Your responsibilities at Ather will include ensuring that retail partners achieve maximum first-time-right resolutions, analyzing service-quality deficiencies, building a TNI database, and driving closure with the training team. You will be required to equip each retail partner with the correct knowledge, tools, and ensure nationwide calibration consistency. Leading productivity, SOP-adherence, and Tech Tuesday service-quality initiatives will also be part of your role. Additionally, you will drive projects to reduce NPS detractors and minimize warranty escalations, revisits, and RSAs. You will own continuous-improvement programs such as 5S, Kaizen, diagnostic-tool deployment, and usage management. Managing DMS activation for warranty and CAFV, as well as driving claims to timely closure, and coordinating parts shipments will also be among your responsibilities. We are looking for candidates with a strong background in service-operations and quality management, advanced data analysis skills, and the ability to translate insights into action. A proven track record in training needs analysis, curriculum design, and train-the-trainer delivery is essential. Familiarity with Lean/Six-Sigma methods, change management experience, hands-on diagnostic tooling expertise, calibration best practices, and basic battery-systems knowledge are desired. Experience with warranty/claims workflows, logistics coordination, vendor management, strong project management skills, excellent communication, negotiation, and collaboration skills, attention to detail, data integrity mindset, and bias for end-to-end accountability are required. To be successful at Ather, you should have a Bachelor's degree in Engineering, 5+ years of after-sales service, quality, or operations experience ideally in automotive or EV domains. Prior exposure to continuous improvement frameworks and multi-stakeholder program delivery, a passion for customer-centricity, process excellence, and building scalable service models are also necessary.,

Posted 5 days ago

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