Lead - Customer Experience /After Sales Support/

You will be working with the After Sales team in Bengaluru.This team runs on a hustle mindset with an objective to increase Exponent Energy's market share in the city of Bengaluru and beyond and help more people adapt to 15-minute rapid charging technology achieved by our Flexible Energy Stack, which consists of the e^pack (battery pack) and e^pump (charging station).Our philosophy: Break.
Believe.
BuildBreak stuff.
Break assumptions.
Break the thumb rule.Believe in the team.
Believe in the process.
Believe through failures.Build fast.
Build passionately.
Build to simplify.Roles Responsibilities: Developing and implementing strategies that optimize customer satisfaction.
Identifying key touch points in the customer journey and optimizing them for improved customer experience.
Training and leading a team of customer service staff to deliver excellent customer service.
Collaborating with other departments to ensure consistency of customer service.
Monitoring and reporting on customer satisfaction metrics.
Oversee and manage the field service operations within the designated zone, ensuring timely and effective service delivery to customers.
Lead, mentor, and develop a team of service engineers and technicians, ensuring they have the necessary training and resources to perform their duties efficiently.
Build and maintain strong relationships with customers, addressing their service needs, resolving issues promptly, and ensuring high levels of customer satisfaction.
Monitor service performance metrics, analyze data to identify areas for improvement, and report on service operations to senior management.
About the candidate:Diploma in Mechanical / Automobile Engineering with min.
4/5 years of experience at Regional / national level – 'After Sales' from any 3-Wheeler / Commercial Vehicle-OEM.Overall 8/10 years of experience in the Automotive dealership / OEM.What matters:Quality of work, approach towards problem-solving, dissatisfaction towards mediocre work, resilient attitude to bounce back after failing.Preferred Experience of up to 5 years in the relevant roles with overall 10 years.About Us:Exponent simplifies energy for EVs.
Co-founded by Arun Vinayak (Ather Energy's Founding Partner Former Chief Product Officer) and Sanjay Byalal (Former hardware strategic sourcing and cell strategy lead, Ather and Former Supply Chain Lead, HUL), Exponent focuses on solving two sides of the energy problem by building the e^pack (charging station) and e^pump (battery pack) which together unlock 15-min rapid charging.The 200+ strong team of passionate builders have a ton of EV experience and are currently looking for more builders to join one of the best EV teams in India to build scale Exponent.
#J-18808-Ljbffr