Service Engineer

Oben Electric is Hiring Service Engineer Location: Faridabad (NCR) Industry: Electric Vehicles (EV) Role: Service Engineer Job Description Key Responsibilities Service Operations Implement SOPs to improve service inflow and operational efficiency at dealerships. Reduce escalated customer complaints to HQ through proactive issue resolution. Analyze repeat jobs and take corrective/preventive actions. Ensure accident vehicle TAT (Turnaround Time) is within 10 days. Maintain 95% same-day delivery rate for serviced vehicles. Provide On-the-Job Training (OJT) to technicians and ensure consistent skill upgrades. Submit warranty claims on time with complete documentation. Customer Satisfaction Monitor Post-Service Feedback (PSF) calls and maintain customer satisfaction above 85%. Implement structured service reminders and appointment booking systems. Resolve dissatisfied customer cases quickly and empathetically. Drive improvements in workshop ambiance, cleanliness, and process flow. Technical & Product Feedback Timely submission of reports on new product failures and technical issues. Execute field fixes as per assigned timelines. Share weekly Pre-Delivery Inspection (PDI) feedback with the Area Service Manager. Conduct competitor service benchmarking and submit actionable insights. Revenue Generation & Service Growth Consistently meet or exceed spare parts sales targets. Maintain a Service Absorption Rate (SAR) of 0.7 or higher. Promote Value-Added Services (VAS) and upsell maintenance packages. Manage Roadside Assistance (RSA) and support insurance renewals at workshops. Requirements & Skills Experience: 24 years in service operations; experience in EV or automotive sector preferred. Technical Expertise: Strong diagnostic and analytical skills; hands-on problem solver. Customer-Centric: Ability to deliver exceptional customer service experiences. Languages: Fluent in English, Hindi