What will I be doing at Ather?
Build, scale-up and sustain an outstanding Vehicle Service Delivery experience.
The Ather S340 is not only a deeply integrated and connected EV that’s built ground-up, it’s also the nucleus around which we will build a whole new end-to-end customer experience. Getting our target audience excited isn’t easy, but that’s what makes this fun. A passion for trying to understand them is a great place to start. It will also need a deep understanding of the product, our vision, what makes us tick, and using all that to define the service experience. Crafting it, curating it, scaling it and sustaining it as we move to more cities.
We are currently defining the vehicle service processes, the customer experience, requirements of resources, software tools to support the service operations etc. We expect you to identify the missing pieces in these and take it to the next level. These would also need to constantly evolve based on changing consumer trends, vehicle variants, and as we grow.
We will be launching the S340 in Bangalore this year and will soon be scaling up and moving to other markets. You will be responsible for ensuring smooth vehicle service operations at all our Service Centres and Service Hubs, ensuring safety, high productivity and resource utilisation.
It will be a completely new operation plan that you will be executing. Decision making pertaining to day-to-day operations and strategic planning of resources will be part of your scope. Ensuring smooth processing of warranty claims, managing spares logistics, documenting and sharing key service highlights & feedback to the management, managing service costs, striving for higher customer satisfaction scores and mitigating escalations from customers would be part of your job role.
You will be responsible for complying to all policies and procedures, meet statutory requirements and risk mitigation for the organisation.
Being in a lead role, you will be responsible for building a strong team culture within the Service Operations team, mentoring the team and identifying skills & opportunities for development.
What kind of experience & skills do I need for this role?
Overall, at least 10 years’ work experience in managing Operations.
Operational expertise, team management skills and good technical understanding is a must. Previous experience as a Territory Service Manager in the auto industry /consumer durables or in Supply Chain would be desirable.
What should I have graduated in?
Ideally an engineering /science background with a management degree in Operations.