Job Description

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.

Key Performance Indicators (KPIs):

Service response and resolution time (SLA adherence). Customer satisfaction (CSAT) and Net Promoter Score (NPS). AMC/Service revenue growth. First-time fix ratio and call closure rates. Team performance and retention.
Job Types: Full-time, Permanent

Pay: ₹35,000.00 - ₹70,000.00 per month

Benefits:

Cell phone reimbursement Leave encashment Provident Fund
Experience:

UPS, Batteries, Inverters or Power Back up industry: 5 years (Required)
Work Location: In person