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Manager - Service

Vikram Solar
IND
Manager · 18+ years experience
Discovered 1 months ago

Full Job Posting

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

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