Service Manager

Company Overview

Skyy Rider Electric Pvt Ltd is a leading electric vehicle (EV) manufacturer specialising in e-rickshaws, golf-carts, delivery vans, etc., with a focus on sustainable mobility and pan-India presence. Skyy Ride Electric

Role Purpose

The Service Manager will lead the after-sales service operations, ensuring high levels of customer satisfaction, operational efficiency, technical quality, and profitability of the service department. The role requires managing technicians and service advisors, streamlining workflows, maintaining spare-parts / service inventory, and ensuring the brand’s standards are upheld in all service interactions.

Key Responsibilities

• Lead and manage the service department: schedule jobs, allocate technicians, ensure timely service/repair completion.
• Monitor service KPIs such as job throughput, same-day delivery, warranty repair turnaround, repeat visits, customer feedback.
• Ensure high standards of customer service: respond to escalations, ensure customers’ service experience aligns with brand promise.
• Coordinate spare parts / inventory management for service operations: ensure availability of critical parts, manage stock levels, reduce downtime.
• Oversee technical training and development of service staff: keep the team updated on EV technology, diagnostics, safety procedures.
• Maintain and improve service workflows, SOPs, compliance with safety and environmental guidelines (especially important for EV-batteries, charging, high-voltage systems).
• Work with Sales, Product and Engineering teams to feed back service-data: common faults, warranty issues, service cost-drivers.
• Manage budget and cost control for service operations: labour productivity, parts cost, service revenue, profitability.
• Ensure reporting: daily/weekly service dashboards, customer satisfaction reports, technician performance, parts usage.
• Drive initiatives to enhance customer retention (e.g., service contracts, maintenance packages) and upsell service offerings where relevant.

Qualifications & Experience

• Bachelor’s degree in Mechanical/Electrical/Automobile Engineering or equivalent.
• Ideally 5+ years of experience in service operations within automotive / EV / mobility sector; at least 2 years in a supervisory/managerial role.
• Strong technical knowledge of electric vehicle systems (battery, motor, controller, charger) is a distinct advantage.
• Proven leadership and team-management capability.
• Excellent communication and customer-orientation.
• Good analytical skills: comfortable working with service KPIs, reporting tools, MS Excel etc.

Skills & Competencies

• People Management & Leadership: ability to motivate service technicians and advisors, create a high-performance culture.
• Customer Focus: delivering high quality, timely service, handling escalations professionally.
• Technical Aptitude: understanding EV service issues, diagnostics, safety aspects.
• Process Orientation: setting workflows, SOPs, ensuring compliance and continuous improvement.
• Financial / Business Acumen: control costs, drive service revenue, understand profitability drivers.
• Communication & Reporting: strong written and verbal skills, ability to present insights to senior management.
• Problem-Solving: diagnosing root causes of recurring issues, implementing preventive measures.

Key Performance Indicators (KPIs)

• Service turnaround time: % jobs completed same day / within committed time
• Technician productivity (jobs per technician / labour revenue)
• Parts cost as % of labour revenue / parts-to-total cost ratio
• Customer satisfaction score (e.g., Net Promoter Score, survey ratings)
• Repeat repair rate / complaint rate
• Warranty claim cost and reject rate
• Service revenue from maintenance / value-added services (if applicable)
• Inventory stock-out rate / spare parts availability