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Description
Company: Pointo Location: Bangalore/Kolkata Experience: 6+ yr About Pointo – Pointo is an Indian clean-tech start up specializing in comprehensive battery solutions for electric vehicles (EVs) and energy storage systems. Founded in 2019 by IIT Guwahati alumni Riki Biswas , the company is headquartered in Kolkata, West Bengal . Pointo operates a full-stack battery ecosystem, offering services such as: ● Battery Leasing & Financing : Providing lithium-ion batteries on a pay-per-use or leased basis, reducing upfront costs for EV drivers. ● Repair & Maintenance : Offering repair services and spare parts for electric 3-wheelers and commercial 2- wheelers. The company aims to enhance financial inclusion and climate resilience by integrating all stakeholders into a seamless platform, improving customer income and living standards. Key Milestones: ● Batteries Deployed : Over 7,000+ batteries. ● EV Drivers Served: More than 7,000. ● CO₂ Saved : Over 1,000 tones ● Green Kilometres Covered : 5 million+. ● Served 7,000+ EV drivers , helping reduce dependence on fossil fuels. ● Operating in 54 locations across West Bengal. ● Expanded to Bihar, Lucknow, and Jaipur , showing strong regional growth. ● Village-Level Entrepreneur (VLE) network , enabling job creation and rural reach. Job Summary We’re seeking a customer-focused and operationally strong Senior Service Manager to lead and optimize Pointo’s after-sales service network. This role is critical in driving customer satisfaction, ensuring service efficiency, and mentoring a high-performing field service team. You will be responsible for managing service quality, spare inventory, team productivity, and key operational KPIs. Key Responsibilities: Service Quality & Customer Experience Ensure timely and quality service delivery with minimal downtime. Maintain strong customer satisfaction (CSAT) through proactive communication and support. Address customer escalations and repeated complaints with thorough RCA (Root Cause Analysis) and closure tracking. Ensure field readiness with sufficient spare parts and service batteries. Team Management Lead a distributed team of service engineers and technicians across assigned zones. Monitor individual and team performance using KPIs: TAT (Turnaround Time), Repeat Complaint %, FFR (Field Failure Rate), and First-Time Fix Rate. Conduct training on technical and soft skills, and hold weekly reviews and feedback sessions. Operational Excellence Track spares consumption vs service output and maintain cost efficiency. Use SOPs and checklists to standardize service quality and accountability. Allocate service zones logically to improve turnaround time and minimize travel inefficiencies. Customer Complaint Handling Conduct site inspections for recurring issues and provide temporary solutions (e.g., spare battery swap). Ensure complete follow-up and documentation of all unresolved or escalated cases. Collaborate with technical teams for complex issue resolution. Reporting & Audit Preparedness Prepare detailed weekly/monthly reports for leadership on service metrics and improvements. Maintain detailed logs for audits and internal reviews. Ideal Candidate Profile Bachelor’s degree in Engineering or related field; diploma holders with exceptional field experience may also apply. 3–5+ years of experience in service operations, preferably in EV, battery, or clean-tech sectors. Proven track record of managing field teams and improving service KPIs. Strong knowledge of TAT, RCA, CSAT metrics, and service CRM tools. Hands-on approach, problem-solving mindset, and ability to handle customer escalations effectively. Comfortable with reporting, SOP documentation, and cross-functional collaboration. Why Join Pointo ● Be part of India's EV transformation journey ● Make a real environmental and social impact ● Work in a high-growth, innovation-driven environment ● Collaborate with founders from IIT and top industry leaders. Show more Show less
