SERVICE IN-CHARGE – NES

Job Responsibilities :  Manage complete state-level after-sales service operations for solar inverter products.  Lead and monitor service engineers / service partners and ensure timely complaint closure as per defined TAT / SLA.  Provide technical support for troubleshooting, repair, preventive maintenance and warranty service.  Handle customer, dealer, distributor, EPC and channel-partner escalations and ensure effective resolution.  Plan and allocate service calls based on priority, location and technical requirement.  Coordinate with Sales, Central Service teams for speedy issue resolution.  Analyze recurring inverter failures and warranty cases; support Root Cause Analysis and corrective / preventive actions.  Monitor warranty claims, spare parts, replacement / repair processes and service inventory.  Prepare service MIS covering complaints, pending cases, TAT, repeat complaints, warranty cases and spare consumption.  Conduct technical training for service engineers, dealers and service partners and ensure safe working practices. Qualification & Functional Knowledge  ITI / Dimploma / B.Tech / B.E. in Electrical / Electronics / EEE / ECE or equivalent qualification.  10+ years of total experience in solar inverter product service.  Strong understanding of solar PV systems, solar inverters, installation, commissioning, troubleshooting and Service maintenance.  Experience in customer escalation handling, warranty service, spare parts and field-service operations.  Good analytical, troubleshooting and root-cause analysis skills.

Desired Functional Knowledge & Skills :  Knowledge of solar inverter applications.  Good inverter fault diagnosis and field troubleshooting skills.  Proficiency in MS Office / Excel and MIS reporting.  Good communication, coordination and customer-handling skills.  Ability to work under pressure, manage escalations and take timely decisions.  Strong field orientation and willingness to travel within the assigned state. Desired Competencies :  Team Work  Customer Focus  Analytical Thinking & Problem Solving  Achievement Orientation  Initiative & Ownership  Planning & Organizing  Flexibility & Adaptability  Effective Oral & Written Communication  Continuous Learning