Head - Service

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 in3-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.

• 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
  .

• 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
  .

• 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.

• 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
  .

• 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 of3-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.

• Experience in
  solar power systems, batteries, and energy storage solutions
  .
• Familiarity with
  CRM tools, service tracking software, and ERP systems
  .