Zonal Technical Service Manager- EV

Emerging Mobility Business Unit

E4 to M2

Zonal Technical Service Manager - EV is responsible to handle ‘LIVE’ escalated technical issues. They need to be channelized properly as special reports/feedback to Research & Development (R&D) through Central Quality Assurance (CQA). Also such technical reports are an after-effect of exhaustive troubleshooting, which needs to be handled and guided. Service Executives (Dealer) escalate technical issues to Service Engineers who in turn seeks guidance from this profile. For any Special/Critical cases, this profile will take guidance from National Technical Service Manager – EV who has Pan India visibility of Technology.

P:Productivity | Improve productive workmanship on Customer vehicles Minimize the Open - Closure TAT (Troubleshooting by Ticketing for all Escalations) in Days on Vehicle level. Be responsible for the activities related to Productivity enhancement and troubleshooting for the entire territory allocated.

Q: Quality | Provide good quality feedback to Back-End Product Improvement Suggestion on Individual level basis special report. Be aware of the Product needs of improvement. Revert in the structured manner basis PDCA, 5S and 7-Step problem solving approach.

Cost | Minimize the cost impact to company without compromising Quality Minimize the Warranty Rejection for VIDA Authorized Workshops. Increase awareness for good workshop practices and correct diagnosis to save cost for all in the channel.

D: Delivery | Optimization of delivery, making it smoother Instances of Customer Delight. Recorded as a document. Enhancement of the last mile delivery of customer service. Track the dissatisfaction levels and act suitably, especially for technical failures.