The Senior Service Head / Senior Service Executive will be responsible for leading and managing the overall service operations of Mpower India Pvt Ltd. This role requires strong technical knowledge in power backup solutions (UPS, inverters, batteries, and related products), customer service orientation, and proven leadership in building and managing service teams across regions. The role involves ensuring excellent customer experience, reducing downtime, enhancing service efficiency, and supporting business growth through robust after-sales support.
Key Responsibilities:
1. Service Operations & Customer Support
Lead the service division to ensure prompt and effective resolution of customer issues.
Develop and implement service policies, processes, and standards aligned with company goals.
Ensure timely installation, preventive maintenance, breakdown support, and warranty management of products.
Monitor service call closures, response times, and customer satisfaction scores.
2. Team Leadership & Development
Build, train, and manage a high-performing team of service engineers, technicians, and support staff.
Assign workloads, monitor performance, and ensure skill enhancement through continuous training.
Create a culture of accountability, ownership, and customer-first approach.
3. Service Revenue & Business Growth
Drive AMC (Annual Maintenance Contracts), spares sales, and value-added services to generate additional revenue.
Monitor cost efficiency and profitability of service operations.
Work closely with sales and operations teams to support business expansion with strong service backing.
4. Vendor & Partner Management
Coordinate with OEMs, suppliers, and service partners for escalations, spare parts availability, and technical updates.
Maintain relationships with key clients to ensure long-term partnerships.
5. Process Excellence & Reporting
Use service management tools/CRM to track and analyze performance metrics (call logs, MTTR, SLA adherence, etc.).
Submit periodic MIS reports on service performance, costs, customer issues, and improvements.
Implement continuous improvement initiatives for higher efficiency and customer satisfaction.
Key Skills & Competencies:
Strong technical background in
power backup solutions / electrical / electronics domain
.
Proven leadership and team management experience.
Customer-centric approach with problem-solving skills.
Knowledge of service CRM systems, ticketing, and MIS reporting.
Excellent communication, negotiation, and relationship-building skills.
Ability to handle escalations and drive quick resolutions.
Qualifications & Experience:
Bachelor's degree in Electrical / Electronics / Mechanical Engineering (preferred).
8-15 years of experience in
service management
, preferably in
UPS, power backup, or electrical equipment industry
.
Prior experience in leading multi-location service operations will be an added advantage.
Job Types: Full-time, Permanent
Pay: ₹45,000.00 - ₹65,000.00 per month
Benefits:
Cell phone reimbursement
Health insurance
Provident Fund
Work Location: In person
Expected Start Date: 17/11/2025
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