Manager - Service

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