Lead Service Manager

Role & responsibilities

1. Technical Expertise

• Possess in-depth knowledge of electric vehicle systems, including batteries, electric motors, power electronics, and charging infrastructure.
• Diagnose, repair, and maintain EV-specific components such as battery packs, electric drive systems, inverters, and charging ports.
• Work with EV software systems, onboard diagnostics, and Vehicle Control Units (VCUs).
• Evaluate battery health through testing, performance analysis, and identification of capacity loss or thermal anomalies.
• Understand and support various charging technologies, including AC, DC fast charging, and wireless charging.
• Apply strong electrical skills for handling circuits, wiring, connectors, and sensors within EV architecture.

2. Problem Solving and Troubleshooting

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

3. Customer Complaint Management

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

4. Quality Focus

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

5. Learning Agility

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

Core Competencies

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