Repair and Maintenance Manager (Re – advertised)

About Dodai

Dodai Manufacturing Plc (Dodai), is a recently incorporated organization launched in Addis Ababa, Ethiopia on August 01, 2023. Dodai is a fast growing organization with a mission of making urban e-mobility accessible to everyone in Africa through its innovative products and services. Dodai plans to provide brand new electric two wheelers by assembling them here in Addis Ababa and plans to expand to major regional cities in Ethiopia by the end of 2025. It’s thus looking to engage dynamic Ethiopian talent to ensure the achievement of its goals.

Purpose of the Position

We are seeking a dynamic and experienced Repair and Maintenance Manager to lead our engineering, repair, maintenance and customer experience initiatives. This role is critical in ensuring customer satisfaction and building trust in our brand through expert product knowledge, efficient service delivery, and proactive customer engagement. The ideal candidate will possess a strong technical background in electric vehicles, excellent leadership skills, and a passion for customer-centric solutions.

Key Responsibilities:

Product Understanding & Technical Expertise:

• Develop and maintain comprehensive technical documentation, including repair manuals, troubleshooting guides, and training materials, for all electric two-wheeler models currently and three-wheelers and other vehicles in the future in close collaboration with Dodai’s suppliers.
• Lead technical training programs for service technicians and customer support teams, ensuring deep product understanding and repair proficiency.
• Stay updated on the latest advancements in electric vehicle technology and implement best practices for repair and maintenance.
• Diagnose and resolve complex technical issues, providing expert support to service teams and customers.
• Identify design weaknesses with our products & lead product improvement plans

Repair & Maintenance Management:

• Establish and optimize repair and maintenance processes to ensure efficient and timely service delivery.
• Manage service center operations, including resource allocation, inventory management, and quality control.
• Develop and implement preventative maintenance programs to minimize downtime and extend the lifespan of Dodai vehicles.
• Analyze service data to identify recurring issues and implement corrective actions.
• Manage warranty claims and procedures.
• Monitor and maintain our repair & maintenance standards at partners & dealerships.

Customer Experience Enhancement:

• Develop and implement customer service strategies to enhance satisfaction and build long-term relationships in collaboration with the Head of Customer Experience.
• Establish clear service level agreements (SLAs) and monitor performance to ensure timely and effective customer support.
• Lead the development of customer feedback mechanisms and analyze data to identify areas for improvement.
• Collaborate with the manufacturing and hardware teams to incorporate customer feedback into product development and service improvements.
• Manage and improve the customer facing digital repair and maintenance platforms.
• Manage and improve customer service training.

Team Leadership & Management:

• Lead and mentor a team of service technicians.
• Foster a collaborative and high-performance work environment.
• Conduct regular performance reviews and provide feedback to team members.   
• Manage team scheduling and resource allocation.
• Develop and implement training plans for the team.

Qualifications:

• Bachelor’s degree in Electrical Engineering, Mechanical Engineering, or a related field. Master’s degree preferred.   
• Minimum 5 years of experience in managing repair and maintenance teams , preferably in the automotive or electric vehicle industry.
• Strong technical knowledge of electric vehicle systems, including motors, batteries, and control systems.
• Proven experience in repair and maintenance management, including process optimization and quality control.
• Excellent customer service and communication skills.
• Strong leadership and team management abilities.
• Proficiency in data analysis and reporting.
• Experience with CRM systems and service management software.
• Strong understanding of vehicle diagnostics.

Preferred Qualifications:

• Experience with electric two-wheelers or similar electric vehicles.
• Working with multinational teams at internationally reputable automobile companies such as Toyota, Tesla, Bajaj, TVS, Yamaha, Nissan, Harley Davidson and Honda
• Knowledge of industry standards and regulations related to electric vehicles.
• Experience with lean manufacturing and continuous improvement methodologies.

How To Apply

https://forms.gle/o4SWSmDW9iSK6efT9