Key Responsibilities
Service Strategy & Operations
- Define and execute the pan-India service strategy for solar kits and systems
- Establish standardized service processes for installation support, commissioning, breakdowns, and warranty handling
- Drive service readiness for new product launches and channel expansion
Service Network & Partner Management
- Build and manage a national network of service partners, installers, and authorized service centers
- Define SLAs, KPIs, escalation matrices, and performance review mechanisms
- Conduct regular partner training and certification programs
Warranty, Quality & Field Performance
- Own warranty management, failure analysis, and resolution turnaround times
- Analyze field failures, repeat issues, and installation gaps to drive product and process improvements
- Work closely with Product and Quality teams on corrective and preventive actions
Customer Experience & Governance
- Ensure high levels of customer satisfaction (CSAT) across regions
- Set up service dashboards, escalation frameworks, and grievance redressal mechanisms
- Ensure compliance with regulatory, safety, and company standards
Cross-Functional Collaboration
- Coordinate with Sales, Channel, Product, Supply Chain, and Finance teams
- Provide service feedback inputs for product design, packaging, and installation simplification
- Support large customers, key channel partners, and strategic accounts
Team Leadership
- Lead regional service managers, technical support teams, and service operations staff
- Build a scalable, cost-efficient service organization with strong execution discipline
Required Qualifications & Skills
- Bachelor’s degree in Electrical / Electronics/ Renewable Energy
- 12–18+ years of experience in solar, electrical, or energy equipment service operations
- Proven experience managing pan-India service networks
- Strong understanding of solar PV systems, inverters, BOS, Lithium & Lead Acid Batteries and installation practices
- Experience with warranty processes, field service analytics, and partner SLAs
- Strong leadership, problem-solving, and stakeholder management skills
Preferred Experience
- Experience handling service for channel-led or distributed solar businesses
- Exposure to rooftop, C&I, MSME, or residential solar segments
- Experience in setting up service operations from scratch or scaling rapidly
- Familiarity with CRM / service management tools
