Assistant Manager / Deputy Manager – After Sales Service - EV
Servotech Renewable Power System Limited
Job Description
Role Purpose
To lead and strengthen field service operations for EV chargers by ensuring high uptime, efficient issue resolution, and scalable service processes. The role is critical for delivering reliable after-sales support as Servotech expands its EV charger network.
Key Responsibilities
1. Service Operations Management
- Manage end-to-end service operations for EV chargers (AC/DC chargers across locations)
- Ensure timely resolution of breakdowns, complaints, and preventive maintenance
- Monitor uptime SLAs and drive improvements
2. Field Service Execution
- Coordinate with field engineers, service partners, and regional teams
- Plan and optimize deployment of service resources across locations
- Ensure adherence to TAT (Turnaround Time) for service requests
3. Issue Diagnosis & Resolution
- Support troubleshooting of technical issues (hardware, software, connectivity)
- Work closely with R&D and product teams for root cause analysis (RCA)
- Maintain structured logs of recurring issues and corrective actions
4. AMC & Service Contracts
- Manage AMC (Annual Maintenance Contracts) lifecycle
- Ensure contract compliance and timely service delivery
- Support commercial alignment for service billing and renewals
5. Process & System Development
- Establish SOPs for service workflows, escalation matrix, and reporting
- Drive adoption of ticketing systems / CRM tools for service tracking
- Build dashboards for service performance (uptime, response time, closure rate)
6. Stakeholder Management
- Coordinate with clients, EPC partners, and internal teams
- Provide regular updates to leadership on service performance
- Handle escalations professionally and proactively
7. Team Management
- Lead and mentor service engineers / technicians
- Define KRAs and monitor performance of service teams
- Identify training needs and drive capability building
Key Metrics / KPIs
- Charger uptime (%)
- Service request TAT
- First-time resolution rate (FTR)
- AMC renewal rate
- Customer satisfaction (CSAT)
- Repeat issue frequency
Desired Candidate Profile Experience
- 6-10 years of relevant experience
- Experience in EV chargers, power electronics, Lithium Batteries, or similar field service environments
Technical Skills
- Strong understanding of EV charging systems (AC/DC chargers preferred)
- Knowledge of electrical systems, power electronics, and fault diagnostics
- Familiarity with OCPP, IoT-based monitoring systems is a plus
Functional Skills
- Strong problem-solving and analytical ability
- Data-driven approach to service improvement
- Experience with CRM/ticketing tools
Behavioural Competencies
- High ownership and execution speed
- Structured thinking and process orientation
- Strong communication and stakeholder handling skills
- Ability to work in high-growth, dynamic environments
Educational Qualification
- B.Tech in Electrical / Electronics / Instrumentation or related field
Reporting Structure
- Reports to: Service Head
