Job Requirements
Job Description (JD)
Service Advisor – BESS & Solar Kit
Department: Customer Service
Reporting To: Regional Service Manager / Customer Service Manger
Location: Noida
Job Purpose
To provide first-level technical support, resolve customer complaints through telephonic assistance wherever possible, coordinate field service activities, and ensure timely resolution of customer issues while delivering an excellent customer experience.
Key Responsibilities
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Receive and manage customer complaints from the Call Centre (CCE).
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Provide first-level telephonic troubleshooting and technical guidance to customers.
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Resolve complaints remotely wherever feasible to reduce field visits.
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Assign service calls to technicians when onsite support is required.
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Coordinate with customers and technicians to ensure timely service delivery.
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Monitor service call progress and ensure closure within defined SLA.
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Escalate unresolved or critical issues to the Regional Service Manager or Technical Team.
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Verify warranty eligibility and ensure compliance with company service policies.
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Support installation, commissioning, and product demonstration activities when required.
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Coordinate with the spare parts team to ensure timely availability of required materials.
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Maintain high customer satisfaction through effective communication and ownership of assigned cases.
Key Performance Indicators (KPIs)
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First Call Resolution (FCR)
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Telephonic Resolution Rate
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Complaint Closure TAT
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SLA Compliance
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Customer Satisfaction (CSAT)
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CRM Data Accuracy
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Repeat Call Reduction
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Warranty Compliance
Qualification
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Diploma / B.Tech / B.E. in Electrical, Electronics, Renewable Energy, or a related discipline.
Experience
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3–6 years of experience in Customer Service, Technical Support, or Field Service.
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Experience in BESS, Solar Inverters, Solar Kits, or Renewable Energy products is preferred.
Work Experience
Key Skills
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Strong technical knowledge of BESS, Solar Kits, Inverters, and related products.
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Excellent troubleshooting and fault diagnosis skills.
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Ability to resolve issues through telephonic support.
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Customer handling and communication skills.
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CRM and complaint management.
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Coordination with field technicians and cross-functional teams.
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Problem-solving and decision-making abilities.
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Basic MS Office and reporting skills.
