Lead Service Manager (Electric Truck)

Role & responsibilities

1. Technical Expertise

1. Possess in-depth knowledge of Electric Vehicle (EV) and Diesel/ICE vehicle systems, including high-voltage batteries, electric motors, power electronics, charging systems, diesel engines, fuel systems, transmissions, differentials, and vehicle electrical systems.
2. Diagnose, repair, and maintain EV-specific components, including battery packs, electric drive systems, inverters, onboard chargers, DC-DC converters, charging ports, and high-voltage electrical systems.
3. Diagnose and service diesel powertrain systems, including engines, fuel injection systems, turbochargers, cooling systems, transmissions, differentials, drive axles, and other critical mechanical components.
4. Perform diagnostics on EV software, Vehicle Control Units (VCUs), Electronic Control Units (ECUs), CAN communication systems, and onboard diagnostics (OBD) using appropriate diagnostic tools.
5. Evaluate EV battery health and performance through battery testing, State of Health (SOH), State of Charge (SOC), capacity analysis, cell/balancing checks, and identification of thermal or electrical abnormalities.
6. Understand and support EV charging technologies, including AC charging, DC fast charging, charging communication, and charging-system troubleshooting.
7. Apply strong electrical and electronic diagnostic skills for circuits, wiring harnesses, connectors, sensors, actuators, relays, and control modules across EV and diesel vehicles.
8. Follow high-voltage safety procedures and OEM service standards while diagnosing and repairing EV systems.
9. Carry out preventive and corrective maintenance on both EV and diesel vehicles to ensure reliability, performance, safety, and customer satisfaction.
10. Stay updated with emerging EV, diesel, diagnostic, software, and vehicle technology to continuously improve service capabilities.

2. Problem Solving and Troubleshooting

1. Utilize diagnostic tools and specialized EV software to identify and resolve complex technical issues (mechanical, electrical, or software-related).
2. Diagnose and repair faults in charging ports, cables, connectors, and communication interfaces between charger and vehicle.
3. Work effectively under high-pressure situations to minimize vehicle downtime.
4. Use OBD-II scanners, telematics, and advanced diagnostic software to identify and fix

3. Customer Complaint Management

1. Communicate effectively with customers by simplifying technical details, providing timely service updates, and offering preventive maintenance advice.
2. Ensure customer satisfaction by promptly addressing concerns and resolving issues with a customer-first mindset.
3. Conduct root-cause analysis for recurring issues and propose preventive measures.
4. Interpret data from sensors, diagnostics, and telematics to identify patterns and predict potential performance issues.

4. Quality Focus

1. Ensure repair quality through adherence to established procedures, safety protocols, and verification tests.
2. Perform quality assurance checks, including road tests and system validations, to confirm repair effectiveness.
3. Maintain accurate service records, diagnostic reports, and parts usage documentation.
4. Utilize digital service management tools to log repairs, issues, and recommendations.
5. Provide feedback to the service and technical teams for continuous process improvements.

5. Learning Agility

1. Stay updated on emerging EV technologies, market trends, and customer preferences.
2. Monitor competitors products and advancements in EV systems.
3. Actively pursue self-development plans and participate in training to enhance technical knowledge.
4. Seek constructive feedback and integrate learnings into daily performance.

Core Competencies

1. Strong technical knowledge of EV systems and diagnostics.
2. Excellent analytical and problem-solving skills.
3. Customer-centric mindset with effective communication skills.
4. High focus on quality, safety, and continuous improvement.
5. Agility in learning and adapting to new technologies.

Qualifications & Experience (suggested can be customized)

• Diploma / Bachelors Degree in Electrical / Electronics / Automotive Engineering or equivalent.
• 8+ years of hands-on experience in EV diagnostics, maintenance, and repair.
• Certification in EV technologies or high-voltage systems will be an added advantage.
• Proficiency in diagnostic tools, telematics, and service management software.
• Strong understanding of EV charging technologies and safety protocols.