Service Head(Customer Support)

Roles and Responsibilities

1. Service Operations Management

• Oversee the day-to-day operations of the service team, ensuring timely and efficient responses to service requests.
• Monitor and resolve customer complaints related to solar inverters and associated systems to ensure customer satisfaction.
• Manage the daily reporting process for service engineers, reviewing logs for accuracy, completeness, and follow-ups.
• Provide necessary assistance to service engineers for troubleshooting and resolving complex technical issues.

2. Handling Major Service Requests

• Act as the primary point of contact for key accounts to address high-priority service requests or escalations.
• Coordinate with clients to understand their specific issues and ensure prompt resolution.
• Develop and implement strategies for addressing recurring service issues for major clients.

3. Team Leadership and Training

• Train service team members on technical, operational, and customer service skills.
• Organize regular technical workshops and refreshers for the service team to keep them updated on the latest technologies.
• Mentor junior engineers and technicians to ensure their professional growth and technical competency.

4. Travel and Onsite Support

• Visit client locations across India to address service-related queries and ensure onsite resolution.
• Conduct audits at customer locations to verify proper installation, operation, and maintenance of solar inverters.
• Build strong relationships with customers during site visits to ensure trust and confidence in the companys services.

5. Dashboard and Reporting Matrix

• Design and maintain a comprehensive dashboard to monitor service operations, including engineer performance, service request status, and resolution times.
• Create a reporting matrix to analyze key metrics such as turnaround time, service frequency, and customer feedback.
• Use data insights to identify trends, streamline processes, and improve overall service efficiency.

6. Documentation and Training Material

• Develop and maintain standard operating procedures (SOPs) for all service-related activities.
• Prepare and update training materials for new hires and ongoing employee development programs.
• Ensure accurate documentation of all service operations, including troubleshooting guides, service logs, and client interaction records.

7. SOP and Process Design

• Design and implement standardized processes for service request handling, escalation, and resolution.
• Ensure all service processes are optimized for efficiency and aligned with industry best practices.
• Periodically review and refine processes to address operational challenges or inefficiencies.

8. Coordination and Collaboration

• Work closely with R&D and production teams to resolve recurring product issues and suggest design improvements.
• Collaborate with sales and key account management teams to ensure seamless service support for major clients.

9. Compliance and Safety

• Ensure the service team adheres to safety protocols during installations, repairs, and maintenance activities.
• Keep updated on relevant industry regulations and standards and implement changes where required.

10. Performance and Feedback

• Monitor and evaluate the performance of the service team through regular reviews and feedback sessions.
• Collect customer feedback post-service and use insights to improve service quality and client satisfaction.

  Role & responsibilities

Preferred candidate profile