Head of Service job at BasiGo

Job Description

Job Summary

BasiGo’s Pay-As-You-Drive model builds a long-term service relationship between BasiGo and bus operators.  After-sales service is a critical component of BasiGo’s Pay-As-You-Drive value proposition, ensuring fast, efficient, and high-quality service delivery throughout the life of our electric vehicles. The Head of Service is a senior leadership role responsible for the overall strategy, performance, reliability, and operational excellence of BasiGo’s after-sales service organization. The Head of Service is responsible for building a state-of-the-art after sales operation through both internal capabilities and external partnerships.  The purpose is to ensure that BasiGo’s electric bus fleet operates safely, efficiently, and with maximum uptime.  BasiGo is looking for an experienced business operations leader with strong technical aptitude, excellent business development and stakeholder management skills, and the passion to build the premier Electric Vehicle after-sales operation in Africa.

Key Duties & 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 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.

Educational Qualifications, Experience, & Skills Required

• 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.

Learn more.