Head of Service
- Organization
- BasiGo
- Location
- Nairobi, Kenya
- Job Type
- Full-time
- How to Apply
- https://basigo.bamboohr.com/careers/138
- Tags
- Full-time
About BasiGo:
BasiGo is a pioneering e-mobility start-up driving a transformation in Africa’s public transportation. BasiGo provides an electric bus solution as a sustainable, cost-effective alternative to diesel buses for private operators in Kenya. At the heart of BasiGo’s innovation is our Pay-As-You-Drive model, making electric bus ownership and operation accessible and affordable for private sector operators across Africa. The Pay-As-You-Drive model is an all-inclusive lease that simplifies adoption of an electric bus for private operators by lowering the upfront cost, providing convenient charging infrastructure, and providing expert after-sales service ensuring reliable operation throughout the life of the Electric Bus.
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 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.
