Head of Service Management

Position Title:

Location:

Role Purpose

The Service Head will be responsible for driving the overall service function of the organization, ensuring world-class after-sales support for inverter and power solutions. This role requires a dynamic leader with strong technical expertise, operational excellence, and a customer-first mindset to enhance service delivery, strengthen customer relationships, and contribute to product improvement.

Key Responsibilities

Strategic & Leadership Responsibilities

·         Develop and implement the service strategy in alignment with organizational goals.

·         Establish and enforce service policies, procedures, and quality standards.

·         Lead a nationwide service network, ensuring effective coverage and customer reach.

Customer Service & Operations

·         Drive customer satisfaction through timely resolution of complaints and proactive support.

·         Oversee installation, commissioning, preventive maintenance, and warranty management.

·         Monitor service KPIs (response time, resolution rate, downtime reduction) and ensure SLA adherence.

Team Development & Performance

·         Lead, mentor, and motivate service managers, engineers, and technical staff.

·         Define KPIs and performance metrics for the service workforce.

·         Conduct training and skill development programs to build a high-performance team.

Business & Financial Accountability

·         Optimize service costs, spare parts inventory, and logistics.

·         Expand service revenue streams through AMC, spare parts, and paid service contracts.

·         Ensure profitability and efficiency in service operations.

Collaboration & Product Feedback

·         Work closely with R&D, Manufacturing, and Quality teams to provide product performance insights.

·         Drive continuous improvement initiatives based on field feedback and market trends.

·         Support product enhancement and innovation through customer insights.

Compliance & Reporting

·         Ensure compliance with safety regulations, industry standards, and company policies.

·         Generate detailed MIS reports on service performance, escalations, and improvement areas.

·         Present regular updates to senior management on service effectiveness and customer trends.

Qualifications & Experience

·         B.Tech / Diploma in Electrical, Electronics, or related Field.

12–18 years

Key Skills & Competencies

·         Strong technical knowledge of inverters, solar solutions, and power backup systems.

·         Proven leadership and people management capabilities.

·         Analytical and problem-solving abilities with a data-driven approach.

·         Excellent communication, negotiation, and customer-handling skills.

·         Proficiency in service management tools, CRM, and MS Office.