1. Technical & Product Expertise
a. Strong understanding of: LED lighting systems (indoor / outdoor / street lighting / architectural lighting)Drivers, SMPS, PCB, optics, thermal management
b. Knowledge of: Installation practices, wiring standards, earthing, surge protection, Failure analysis & root cause diagnosis
c. Ability to guide teams on: Repair vs replacement decisions, Spares planning & component-level troubleshooting
2. Service Operations Management
a. End-to-end ownership of: Complaint registration allocation resolution closure
b. Ensure: SLA/TAT adherence across region KPI monitoring (resolution time, repeat complaints, closure rate)
c. Manage: Field service engineers / technicians / service partners
d. Drive: First-time resolution (FTF) Reduction in pending and ageing cases
3. Stakeholder Coordination
a. Act as single point of contact for: Sales Teams, Dealers / Distributors, Key Customers (Projects / Govt / Institutional clients)
b. Handle: Escalations professionally, Cross-functional coordination with internal team for failure or spares management
4. Spare Parts & Inventory Control
Ensure:
- Availability of critical spares in region
- Optimized inventory levels (avoid stock-out/excess)
Monitor:
- Dead stock utilization / repair reuse
- Coordinate with central warehouse / Vendor for timely dispatch
5. Data Analysis & Reporting
6. Process Implementation & Compliance
7. Customer Satisfaction & Experience
8. Cost Control & Budget Management
9. Team Leadership & Development
10. Project & Institutional Service Handling
