Job Title: Service Head – Power Backup & Electronics Industry
Location: Gurugram
Department: Service & Support
Job Summary:
We are looking for an experienced Service Head to lead and manage our service operations across multiple locations. The ideal candidate should have a strong background in 3-phase equipment, inverters, and online UPS systems or a related industry. The role requires expertise in handling a distributor network, end customers, service logistics, and material tracking. The candidate must be skilled in follow-ups, issue resolution, and ledger management to ensure smooth service operations.
Key Responsibilities:
Service Operations & Management
- Oversee service operations across multiple locations, ensuring seamless customer support and issue resolution.
- Develop and implement service strategies to enhance efficiency and customer satisfaction.
- Manage the service network, including distributors, channel partners, and direct customers.
- Ensure timely installation, maintenance, and troubleshooting of inverters, UPS systems, and other 3-phase equipment.
Customer & Distributor Support
- Establish strong relationships with distributors and end customers to ensure high-quality service delivery.
- Address escalations, resolve complaints, and ensure a high level of customer satisfaction.
- Hire, train and support service teams and distributors on product servicing, troubleshooting, and preventive maintenance.
Material & Ledger Management
- Track and manage service ledgers, including incoming and outgoing spare parts, RMAs (Return Merchandise Authorizations), and warranty claims.
- Maintain a record of service materials, spare parts inventory, and component replacements.
- Ensure accurate billing, warranty tracking, and documentation of service transactions.
Issue Tracking & Closure
- Strong in follow-ups and closing service-related issues within set timelines.
- Monitor service request logs and ensure all issues are resolved efficiently.
- Develop SOPs for service requests, escalations, and preventive maintenance.
Qualifications & Skills:
- Bachelor’s degree in Electrical, Electronics, or related engineering field (preferred).
- 7+ years of experience in service operations, preferably in power backup, inverters, UPS, or similar industry.
- Proven experience in handling distributor networks, field service teams, and end customers.
- Strong technical knowledge of 3-phase inverters, online UPS, and power electronics equipment.
- Proficiency in service ledger management, inventory tracking, and documentation.
- Strong problem-solving, follow-up, and issue-resolution skills.
- Excellent communication and leadership abilities.
Preferred:
- Experience in solar power systems, batteries, and energy storage solutions.
- Familiarity with CRM tools, service tracking software, and ERP systems.
