Service Support Engineer - Exports

Key Responsibilities

Serve as the primary point of contact for customers service inquiries and technical support for dealer service teams. Address customer concerns, diagnose issues, and provide timely solutions or recommendations while maintaining smooth communication with dealers. Coordinate with International teams to ensure prompt and professional service support.

Oversee and coordinate vehicle servicing, repairs, and preventive maintenance activities, ensuring timely and effective resolution of service issues. Maintain comprehensive service records and reports for all vehicles, including parts usage, service actions, and feedback from dealers. Diagnose and resolve complex mechanical and electrical issues in coordination with dealer service teams.

Provide technical guidance and on-site training to dealer service technicians on diagnostics, repair procedures, and maintenance practices. Assist in developing training materials, service manuals, SOPs, and other technical documentation to support high-quality service operations. Support the processing of warranty claims in accordance with company policies and coordinate with the spare parts department to ensure timely availability of required components.

Gather and analyze feedback from dealers to identify recurring service issues and opportunities for product or service improvements. Collaborate with the Product Development team to share insights and contribute to continuous improvement initiatives. Prepare periodic service performance and customer satisfaction reports, highlighting key metrics and improvement areas.

Requirements

Strong knowledge of electric vehicle systems (battery, drive train, controllers, etc.) Excellent diagnostic and troubleshooting skills. Customer-centric approach with excellent communication and interpersonal skills. Experience in handling international clients preferred. Proficiency in service documentation, CRM tools, and data analysis.

Leadership ability to manage service teams and coordinate across departments. Additional Requirements: Valid passport and willingness to travel Domain Experience: Preferably in Electric Vehicles (EV)