Regional Service Lead

Ola Electric

Website: olaelectric.com
Job details:

The Regional Service Lead acts as a field execution enabler and functional consultant,

responsible for driving service performance, productivity, and operational excellence across their

region. This role ensures high-quality customer service delivery, efficient turnaround times, and

strong team leadership to achieve service KPIs.

Experience required - 3 to 8 Years

Key Responsibilities

● Service Operations & Execution

○ Oversee service delivery across all stores and service centres in the region.

○ Ensure adherence to service SOPs and operational standards.

○ Drive execution of service programs and initiatives in alignment with central

operations.

● Performance & Productivity

○ Monitor and improve service turnaround time (TAT) across the region.

○ Optimize technician productivity and resource allocation.

○ Track and reduce backlog JC ageing to ensure timely service closure.

● Customer Experience

○ Own the service NPS for the region, ensuring superior customer satisfaction.

○ Implement initiatives to improve delivery quality and service consistency.

○ Resolve escalations and drive continuous improvement in customer experience.

● Leadership & Team Management

○ Lead and mentor technicians and service teams across the region.

○ Build capability and foster a performance-driven culture.

○ Ensure alignment of service teams with organizational goals and KPIs.

● Governance & Audit

○ Drive compliance with service processes and standards.

○ Monitor audit scores and implement corrective actions where required.

○ Ensure governance of program execution and reporting.

Key Metrics

● Service TAT (Turnaround Time)

● Audit scores for service centres

● Backlog JC ageing and closure rates

● Service NPS and customer satisfaction levels

● Technician productivity and delivery quality

Desired Profile

● Strong background in service/aftersales operations with proven track record.

● Solid operational foundation; MBA or equivalent preferred.

● Experience in leading technicians and service teams across multiple locations.

● Commercial acumen with focus on productivity, cost, and efficiency.

● Excellent communication, stakeholder management, and problem-solving skills.

● Ability to drive program execution and embed service excellence across the region.

Click on Apply to know more.