Service Quality Strategist

Ather Energy

5 years

0 Lacs

bengaluru karnataka india

Posted:3 weeks ago| Platform:

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Skills Required

service planning analyze database drive training calibration consistency kaizen deployment management excel analysis design lean sigma 5s tooling erp logistics coordination prioritization engagement risk communication negotiation collaboration data integrity

Work Mode

On-site

Job Type

Full Time

Job Description

You’ll be our
Service Quality StrategistYou’ll be based atIBC Knowledge Park, BengaluruYou’ll be aligned withLead of Service Quality & PlanningYou’ll be joining ourService Quality & PlanningteamWhat you’ll do at Ather

Ensure retail partners achieve maximum first-time-right resolutions.
Analyze service-quality deficiencies, build a TNI database, and drive closure with the training team.
Equip each retail partner with the correct knowledge, tools, and ensure nationwide calibration consistency.
Lead productivity, SOP-adherence and “Tech Tuesday” service-quality initiatives.
Drive projects to reduce NPS detractors and minimize warranty escalations, revisits, and RSAs.
Own continuous-improvement programs—5S, Kaizen, diagnostic-tool deployment and usage management.
Manage DMS activation for warranty and CAFV, and drive claims to timely closure.
Coordinate parts shipments and manage battery rework/replacement operations end-to-end.

Here’s what we’re looking for

Strong background in service-operations and quality management (NPS, SOPs, root-cause analysis)
Advanced data‐analysis skills (Excel, BI tools) and ability to translate insights into action
Proven track record in training‐needs analysis, curriculum design and “train-the-trainer” delivery
Familiarity with Lean/Six-Sigma methods (5S, Kaizen) and change‐management experience
Hands-on diagnostic tooling expertise, calibration best practices, and basic battery-systems knowledge
Experience with warranty/claims workflows (DMS/ERP), logistics coordination and vendor management
Strong project‐management skills: planning, prioritization, stakeholder engagement and risk mitigation
Excellent written/verbal communication, negotiation and cross-functional collaboration skills
High attention to detail, data integrity mindset and bias for end‐to‐end accountability

What you bring to Ather

Bachelor’s degree in Engineering
5+ years of after-sales service, quality or operations experience—ideally in automotive or EV domains
Prior exposure to continuous‐improvement frameworks and multi‐stakeholder program delivery
Passion for customer‐centricity, process excellence and building scalable service models

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