Service Head (EV 3-Wheeler)

Role: Service Head (EV 3-Wheeler) Department: Operations Location: Bengaluru, India Experience: 12-18 Years Your Team: You'll be working with Operations — a group that runs on coffee and an infectious passion for building products that have never been built before. Our Flexible Energy Stack consists of the e^pack (battery pack) and e^pump (charging station), which unlock 15-minute rapid charging. Our philosophy: Break. Believe. Build. Break stuff, break assumptions, break the thumb rule. Believe in the team, the process, and through failures. Build fast, build passionately, build to simplify. Own it like you mean it. What you’ll own: The National Service Head will design, implement, and lead the pan-India aftersales service strategy for our Electric 3-Wheeler portfolio. This role is critical to building a robust, tech-enabled service ecosystem that ensures maximum vehicle uptime, drives dealer profitability, and delivers a superior customer ownership experience for both B2B (cargo/logistics) and B2C (passenger) segments. What you’ll do: Service Strategy & Network Expansion • Design and execute the national aftersales service roadmap aligned with company growth targets. • Establish, scale, and manage a pan-India network of authorized service centres (ASCs), dealership workshops, and mobile service vans. • Formulate standard operating procedures (SOPs) for workshop management, vehicle diagnostics, and emergency roadside assistance (RSA). EV Ecosystem & Battery Management • Oversee specialized service protocols for core EV components, including batteries, Powertrains, Hub motors, and BMS. • Develop a rapid-response system for battery health diagnostics, warranty validations, and component-level repairs. • Establish processes for safe battery handling, storage, charging infrastructure at workshops, and end-of-life recycling compliance. Operations & KPI Management • Monitor and optimize critical service metrics: Vehicle Uptime, First Time Right (FTR), Turnaround Time (TAT), and Customer Satisfaction (CSI/NPS). • Manage the national service budget, optimizing warranty costs and maximizing revenue from spare parts and annual maintenance contracts (AMCs). • Implement advanced Telematics and IoT-driven predictive maintenance systems to minimize breakdown frequencies for fleet customers. Spare Parts & Logistics Management • Collaborate with Central Warehouse to ensure high Fill Rates for critical spare parts across regional warehouses and dealerships. • Set up a seamless reverse-logistics mechanism for high-value EV components requiring factory-level refurbishment (e.g., battery packs, controllers). Team Leadership & Training • Build, mentor, and lead a high-performing team of Regional/State Service Managers and Technical Support Engineers. • Institutionalize rigorous training certification programs for dealer technicians, focusing on high-voltage safety practices and digital diagnostic tools. What you’ll bring: • Education qualification • B.Tech / B.E in Mechanical / Electrical / Automobile Engineering (MBA in Operations is a strong plus. • 12-18 years in automotive after sales service, with at least 3-5 years leading a national in the EV space (specially 3W, 2W or CV). What matters to us: • Quality of work • Structured problem-solving • Dissatisfaction with mediocre work • Ability to multi-task and handle a dynamic working environment • Resilient attitude to bounce back after failing About Us: Exponent is building the energy stack powering commercial EVs in India. Our proprietary battery and charging technology enables safe, reliable 15-minute rapid charging while delivering a 3,000-cycle battery life warranty using standard lithium-ion cells. Today, our platform powers high-utilisation commercial vehicles - from three-wheelers to intercity buses, making electric mobility rapid, more reliable and more affordable than petroleum. Founded by Arun Vinayak (Founding Partner & Former Chief Product Officer, Ather Energy), Exponent is a 250+ member team of passionate builders solving some of the toughest engineering challenges in energy. If solving hard engineering problems across mechanics, thermal systems, power electronics, manufacturing, and the charging network, while staying obsessed with customer experience excites you, we'd love to build with you.