Head of Service Management

3 weeks ago

Roorkee, India EAPRO Global Ltd Full time

Position Title:
Service Head (Inverter/Solar Industry)

Location:
Roorkee, Uttarakhand

Role Purpose

The Service Head will be responsible for driving the overall service function of the organization, ensuring world-class after-sales support for inverter and power solutions. This role requires a dynamic leader with strong technical expertise, operational excellence, and a customer-first mindset to enhance service delivery, strengthen customer relationships, and contribute to product improvement.

Key Responsibilities

Strategic & Leadership Responsibilities

· Develop and implement the service strategy in alignment with organizational goals.

· Establish and enforce service policies, procedures, and quality standards.

· Lead a nationwide service network, ensuring effective coverage and customer reach.

Customer Service & Operations

· Drive customer satisfaction through timely resolution of complaints and proactive support.

· Oversee installation, commissioning, preventive maintenance, and warranty management.

· Monitor service KPIs (response time, resolution rate, downtime reduction) and ensure SLA adherence.

Team Development & Performance

· Lead, mentor, and motivate service managers, engineers, and technical staff.

· Define KPIs and performance metrics for the service workforce.

· Conduct training and skill development programs to build a high-performance team.

Business & Financial Accountability

· Optimize service costs, spare parts inventory, and logistics.

· Expand service revenue streams through AMC, spare parts, and paid service contracts.

· Ensure profitability and efficiency in service operations.

Collaboration & Product Feedback

· Work closely with R&D, Manufacturing, and Quality teams to provide product performance insights.

· Drive continuous improvement initiatives based on field feedback and market trends.

· Support product enhancement and innovation through customer insights.

Compliance & Reporting

· Ensure compliance with safety regulations, industry standards, and company policies.

· Generate detailed MIS reports on service performance, escalations, and improvement areas.

· Present regular updates to senior management on service effectiveness and customer trends.

Qualifications & Experience

· B.Tech / Diploma in Electrical, Electronics, or related Field.

·
12–18 years
of experience in after-sales service, with at least
5 years in a leadership capacity
in the inverter/solar/power electronics sector.

Key Skills & Competencies

· Strong technical knowledge of inverters, solar solutions, and power backup systems.

· Proven leadership and people management capabilities.

· Analytical and problem-solving abilities with a data-driven approach.

· Excellent communication, negotiation, and customer-handling skills.

· Proficiency in service management tools, CRM, and MS Office.

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