Section Lead - Diagnostics

Role: Section Lead_Diagnostics

Location: IBC Knowledge Park, Bangalore/ Ather Factory, Krishnagiri, TN

Reporting to: Lead_Field Quality & Diagnostics

Team name: Quality, Customer Quality

About the Team and the Role

The Quality, Customer Quality team at Ather is responsible for ensuring field quality excellence, maintaining service diagnostic operations, and building efficient troubleshooting frameworks to improve customer satisfaction.

This role is for a Section Lead_Diagnostics who will supervise the daily diagnostic ticket workflow, drive continuous KPI improvements, build field decision trees, and collaborate with engineering teams for swift technical issue resolutions.

Responsibilities

• Supervise the daily diagnostic ticket workflow to ensure strict adherence to process guidelines, priority metrics, and resolution timelines.

• Monitor emerging field issues and validate resolution quality to prevent recurring defects while converting critical trends into official engineering bugs.

• Consolidate zonal diagnostic data, lead technical town halls, and periodically update field decision trees to minimize dealer dependency on internal diagnostic teams.

• Assess section technical skill gaps and design and execute structured competency improvement initiatives.

• Serve as the primary point of contact for complex technical escalations, coordinating directly with engineering and warranty stakeholders.

• Track ticket closure efficiency and effectiveness to continuously elevate diagnostic resolution quality.

• Drive continuous improvement across all diagnostic operational KPIs and key performance metrics.

• Lead the development and deployment of field decision trees for new and emerging technical issues.

Experience and Qualifications

• BE / B-Tech in Electrical & Electronics, Software, or Mechatronics.

• 5 to 8 years of relevant experience in Electric Vehicle and battery diagnostics within the automotive OEM (2W/3W/4W) industry.

Must Have Competencies

• Diagnose and resolve Electric Vehicle (EV) systems and high-voltage battery technical issues.

• Supervise and optimize technical diagnostic workflows, ticket closure efficiency, and SLA compliance metrics.

• Validate technical resolution quality and perform root cause trend analysis to convert field issues into engineering bugs.

• Develop, update, and deploy structured diagnostic decision trees and troubleshooting workflows for field service teams.

Good to Have Competencies

• Utilize 2-wheeler automotive OEM service operations and warranty management framework processes.

• Conduct data analysis on field quality metrics to implement continuous process improvements.

• Execute technical escalation protocols in direct alignment with engineering and warranty stakeholders.

• Implement automotive quality management frameworks to enhance field diagnostic procedures.

Want to know more?

At Ather, we’ve built India’s first intelligent scooter, from scratch. Based on the philosophy of clean design and smart technology, we are transforming the urban commute experience. We are expanding in India, and in the coming years, we look forward to scaling up and launching more products globally. Today, our product offerings include the Ather 450X, 450S, 450 Apex, and Rizta. Beyond the product, we are also setting up an extensive charging network and re-imagining end-to-end ownership experience. To know more, check out our Careers site and our Substack.

Be You, With Us

The Ather story doesn't write itself - our people do. We believe everyone is equal, but not the same. Diversity is our strength, and building an inclusive and equitable workplace begins with acknowledging and embracing our differences. We are an equal opportunity employer, and our team reflects a wide range of identities, experiences, and perspectives - all united by a shared passion to shape the Ather journey.