Senior Manager - Technical Service Operation & Quality

Role Overview

We are looking for a techno-strategic leader with strong expertise in Lithium-ion batteries, BMS, and IoT systems, who can drive service excellence and quality improvement across a large distributed fleet.

This role will act as the central bridge between Operations, OEMs, and Product Development, with clear ownership of:

Reduction in service tickets

Improvement in battery SOH and lifecycle

Strengthening BMS & IoT diagnostics

Enhancing OEM service accountability

Driving long-term battery reliability strategy

Key Responsibilities

1. Lithium-ion Battery & BMS Expertise

Deep understanding of LFP/NMC battery chemistry and pack architecture.

Analyse SOH/SOC trends and degradation patterns.

Identify technical causes of SOH drop and premature failures.

Improve battery life through calibration, usage controls, and policy interventions.

Optimise BMS thresholds and protection logic in collaboration with OEMs.

2. IoT & Diagnostics Excellence

Leverage IoT telemetry for predictive fault detection.

Improve accuracy of fault codes and remote diagnostics.

Reduce false alerts and improve real-time monitoring.

Work on firmware upgrades and validation with OEM partners.

3. OEM Service & Quality Coordination

Act as primary interface with OEMs on service-related issues .Conduct structured RCAs jointly with OEM technical teams.

Drive corrective and preventive action (CAPA) plans.

Define SLA and performance benchmarks for OEM service support.

Review failure trends and push design or quality improvements.

Ensure accountability on recurring defects. 4. Product Development Collaboration

Work closely with Product & Engineering teams on:

Design improvements

Firmware changes

Hardware validation

Field performance feedback loops

Translate field failure insights into product enhancements.

Participate in validation of new battery or BMS variants before scale rollout.

5. Service & Strategic Ownership

Drive reduction in battery-related service tickets.

Improve first-time fix rate and reduce repeat replacements.

Improve repair TAT and field resolution efficiency.

Develop strategy to increase average fleet SOH.

Define lifecycle management and refurbish strategy.

Improve asset utilisation and reduce lifecycle cost per battery.

Key KPIs

% Reduction in battery-related tickets

Improvement in average fleet SOH

Reduction in repeat failure rate

Improvement in first-time fix rate

Reduction in deep discharge / misuse incidents

Improvement in repair TAT

OEM SLA adherence & quality score