MANAGER / Sr. MANAGER – NES(Service)

Job Responsibilities  Lead and manage PAN-India after-sales service operations for solar inverters.  Manage, guide and monitor Branch Service In-Charges and service teams across India.  Provide technical support for troubleshooting, repairs, preventive maintenance and warranty services.  Monitor complaints, breakdowns, response/resolution time, service levels and customer satisfaction.  Establish effective service processes, escalation mechanisms, MIS and reporting systems.  Coordinate with Sales, Projects, Production, Dispatch, Logistics, and other departments to ensure timely material arrangements for in-charges across PAN India, while resolving service-level issues effectively.  Analyze recurring failures, field issues and warranty cases and drive with relevant teams for root-cause analysis and corrective/preventive actions.  Manage warranty claims, spare parts, service inventory, repairs and replacements.  Review branch service performance through MIS, dashboards and review meetings and take corrective actions.  Conduct technical training and capability development for service teams and channel partners.  Handle critical escalations from key customers, partners and major project sites.  Maintain service documentation, technical reports, complaint records and escalation reports.  Provide field/customer feedback to Product Development, production, Quality and R&D for product improvement.  Ensure compliance with safety, quality standards, company policies and service procedures.  Travel across India for critical issues, service reviews, team development and major projects.  Drive initiatives to reduce field complaints and improve service efficiency. Qualification & Functional Knowledge  B.Tech / B.E. / MBA or equivalent qualification.  15–20 years of experience in solar inverter product service.  Proven experience in PAN-India service operations and multi-location team management.  Strong technical knowledge of solar inverters, troubleshooting, repair and maintenance.  Experience in customer escalations, warranty, spare parts and field service operations.  Experience managing and developing Branch Service In-Charges/service engineers.  Strong analytical, problem-solving, RCA and customer-management skills.

Key Skills  Strong technical troubleshooting and problem-solving skills.  Good understanding of solar inverter faults, field service and maintenance practices.  Strong root-cause analysis and corrective-action skills.  Good MIS, reporting and service performance tracking skills.  Strong communication, coordination and stakeholder-management skills.  Ability to handle pressure, critical escalations and timely decision-making.  Strong customer-focused and field-oriented approach with willingness to travel across India. Desired Competencies :  Leadership & Team Management  Customer Focus  Analytical Thinking & Problem Solving  Achievement Orientation  Initiative & Ownership  Planning & Organizing  Flexibility & Adaptability  Effective Oral & Written Communication  Continuous Learning