Pointo - Senior Service Manager

Company: Pointo

Location: Bangalore/Kolkata

Experience: 6+ yr

About Pointo :

- Pointo is an Indian clean-tech start up specializing in comprehensive battery solutions for electric vehicles (EVs) and energy storage systems.

- Founded in 2019 by IIT Guwahati alumni Riki Biswas, the company is headquartered in Kolkata, West Bengal.

- Pointo operates a full-stack battery ecosystem, offering services such as:

- Battery Leasing & Financing: Providing lithium-ion batteries on a pay-per-use or leased basis, reducing upfront costs for EV drivers.

- Repair / Maintenance: Offering repair services and spare parts for electric 3-wheelers and commercial 2- wheelers.

- The company aims to enhance financial inclusion and climate resilience by integrating all stakeholders into a seamless platform, improving customer income and living standards.

Key Milestones:

- Batteries Deployed: Over 7,000+ batteries.

- EV Drivers Served: More than 7,000.

- CO- Saved: Over 1,000 tones

- Green Kilometres Covered: 5 million+.

- Served 7,000+ EV drivers, helping reduce dependence on fossil fuels.

- Operating in 54 locations across West Bengal.

- Expanded to Bihar, Lucknow, and Jaipur, showing strong regional growth.

- Village-Level Entrepreneur (VLE) network, enabling job creation and rural reach.

Job Summary

- We're seeking a customer-focused and operationally strong Senior Service Manager to lead and optimize Pointo's after-sales service network.

- This role is critical in driving customer satisfaction, ensuring service efficiency, and mentoring a high-performing field service team.

- You will be responsible for managing service quality, spare inventory, team productivity, and key operational KPIs.

Key Responsibilities:

- Service Quality & Customer Experience

- Ensure timely and quality service delivery with minimal downtime.

- Maintain strong customer satisfaction (CSAT) through proactive communication and support.

- Address customer escalations and repeated complaints with thorough RCA (Root Cause Analysis) and closure tracking.

- Ensure field readiness with sufficient spare parts and service batteries.