BasiGo is an e-mobility start-up looking to revolutionize the public transportation sector by providing public transport bus owners with a cost-effective electric alternative to diesel. Headquartered in Nairobi, Kenya, our team is strategically composed of seasoned entrepreneurs who have spent over a decade working and innovating within electric vehicle technology.
Head of Service
This role involves senior leadership and management of BasiGo's service operations and after-sales division, aiming to achieve high fleet uptime, safety, reliability, and customer satisfaction targets.
Key Responsibilities:
Strategic Leadership & Service Operations Management
- Develop and execute the overall service strategy to achieve fleet uptime, safety, reliability, and customer satisfaction targets.
- Implement a robust after-sales value chain including parts supply and distribution, technical capacity, and quality standards.
- Oversee all service depots and ensure consistent operational standards, processes, and performance across locations.
- Set goals, KPIs, and reporting frameworks for BasiGo’s after-sales operation to ensure cost, quality, and customer experience objectives are being met.
- Forecast resource needs based on fleet growth, maintenance demands, and depot capacity.
- Ensure service processes align with corporate goals, regulatory requirements, and product roadmap changes.
Business Development
- Develop business partnerships with both specialist and generalist 3rd party service providers and parts suppliers in Kenya to rapidly expand BasiGo’s after-sales capability across the country.
- Establish and monitor quality standards and expectations of partners in line with BasiGo’s customer Service Level Agreements (SLA).
- Design technical training and parts distribution to enable after-sales partners to meet BasiGo’s customer SLA.
- Develop close relationships with after-sales divisions of vehicle OEM partners, charging partners, and technology partners to meet after-sales objectives.
Department Leadership & Performance Management
- Forecasts annual goals and objectives for the service department and drives the team to meet or exceed them.
- Hires, trains, motivates, coaches, and monitors the performance of all service department staff.
- Leads weekly department meetings to align on priorities, performance, and operational updates.
- Fosters harmony, teamwork, and effective communication within the department and with other BasiGo teams.
Stakeholder Communication & Operator Engagement
- Serve as the service representative to internal leadership, supply chain, operations, engineering, and manufacturing teams.
- Manage and monitor financial performance of the after-sales division including costs of unbillable service and margins for billable service.
- Ensure service costs and uptime for BasiGo customers meet the agreed upon customer SLA.
- Provide regular insights on fleet performance, major repairs, reliability trends, and maintenance forecasts.
- Coordinate with Operations on major incidents, fleet grounding decisions, and technical advisories.
Experience & Qualifications
- Master’s in Business Administration, Engineering, Operations Management, or related field.
- Minimum 5–7 years in operations management in a technical service industry such as automotive, aerospace, or infrastructure.
- Demonstrated ability to build, scale, and optimize service operations, including implementing new processes, systems, and organizational structures.
- Demonstrated experience in creating and managing strategic business relationships.
- Experience working with OEMs, engineering teams, and suppliers to resolve systemic issues, manage complex supply chains, and drive process improvements.
- Experience developing and managing operational budgets, resource plans, and cost-optimization strategies.
- Basic understanding of automotive industry and automotive system with a preference for individuals with experience in electric vehicles and/or the energy industry.
- Demonstrated leadership ability with excellent people management skills.
- Strong communication, analytical, and strategic planning capabilities.
- Experience in the Kenyan business environment. Local language proficiency is desirable.
- Mission-oriented: Career aspiration to contribute to climate impact and the energy transition in East Africa.
