Service & Parts Head

As the Service & Parts Head of the EV Division in the After Sales department located in Kathmandu, Nepal, you will play a crucial role in leading the after-sales service and spare parts operations. With a minimum of 78 years of experience in automobile service and parts, including at least 3 years in the EV segment, you will be tasked with overseeing the service network, ensuring customer satisfaction, and managing spare parts supply across various locations. Your responsibilities will include managing overall service operations for EV vehicles, monitoring service quality, turnaround time (TAT), and customer satisfaction. You will develop and implement standard operating procedures (SOPs) for EV servicing and conduct periodic service audits across dealer/service networks. Ensuring timely availability of spare parts for EV models, forecasting parts demand, and maintaining optimum inventory levels will be essential. You will need to coordinate with suppliers and vendors for procurement and logistics, in addition to leading and training the after-sales and technical teams. Organizing training programs for technicians on EV systems and diagnostics and fostering a culture of performance and continuous improvement are key aspects of the role. Handling escalated service issues, implementing customer retention strategies and service packages, and monitoring and improving CSI (Customer Satisfaction Index) and NPS scores will be crucial for maintaining strong customer relationships. You will also be responsible for liaising with OEMs, internal teams, and external service centers, generating monthly MIS reports related to service, warranty, and spare parts, and contributing to strategic planning and service network expansion. To excel in this role, you should hold a Bachelor's degree in Mechanical/Electrical/Automobile Engineering (preferred) and possess strong knowledge of EV technologies, diagnostics, and components. Your experience in managing service networks and parts supply chains, along with excellent communication, leadership, and problem-solving skills, will be invaluable in driving the success of the EV division.,