Head of Service at BasiGo

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 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.