Context:
ACI Motors Limited is looking for a Service Engineer – EV Bike to support the development and expansion of its emerging EV Bike business. The incumbent will be responsible for providing technical and after-sales service support within the assigned territory, ensuring service quality, customer satisfaction, and standardized maintenance practices across the dealer and service network.
Major Responsibilities:
- EV Systems Diagnostics: Troubleshoot and resolve complex technical faults related to EV components, including lithium-ion batteries, Battery Management Systems (BMS), electric motors, motor controllers, and onboard chargers.
- Principal Coordination: Coordinate directly with global principals/manufacturers regarding technical updates, product quality feedback, critical failure analysis, and warranty claims.
- Standard Operating Procedures (SOPs): Ensure adherence to high-voltage safety standards, maintenance protocols, and service operation guidelines across all service touchpoints.
- Dealer Service Monitoring: Regularly visit authorized dealer workshops, service centres, and regional hubs to monitor service quality, tooling standards, and operational efficiency.
- Technician Training: Plan and conduct comprehensive technical training programs for dealer mechanics, service personnel, and internal teams on EV assembly, maintenance, and safe handling.
- Spare Parts & Inventory Management: Coordinate with the spare parts supply chain to ensure optimum stock availability of fast-moving EV replacement parts, accessories, and specialized diagnostic tools.
- Critical Complaint Management: Handle escalated customer complaints and technical grievances efficiently, ensuring prompt root-cause analysis and corrective actions.
- Service Campaigns & Check-ups: Organize and execute proactive service campaigns, free check-up camps, and customer awareness programs to drive confidence in the new EV portfolio.
- Reporting & Documentation: Maintain service dashboards, log warranty logs, track Customer Satisfaction Index (CSI) metrics, and submit regular operational reports to head office.
