Rotomag Group
Location: Gurugram
Department: Service & Support
Job Summary:
We are looking for an experienced Service Head to lead and manage our service operations across multiple locations. The ideal candidate should have a strong background in 3-phase equipment, inverters, and online UPS systems or a related industry. The role requires expertise in handling a distributor network, end customers, service logistics, and material tracking . The candidate must be skilled in follow-ups, issue resolution, and ledger management to ensure smooth service operations.
Key Responsibilities: Service Operations & Management
Oversee service operations across multiple locations, ensuring seamless customer support and issue resolution.
Develop and implement service strategies to enhance efficiency and customer satisfaction.
Manage the service network, including distributors, channel partners, and direct customers .
Ensure timely installation, maintenance, and troubleshooting of inverters, UPS systems, and other 3-phase equipment .
Customer & Distributor Support
Establish strong relationships with distributors and end customers to ensure high-quality service delivery.
Address escalations, resolve complaints, and ensure a high level of customer satisfaction.
Hire, train and support service teams and distributors on product servicing, troubleshooting, and preventive maintenance .
Material & Ledger Management
Track and manage service ledgers , including incoming and outgoing spare parts, RMAs (Return Merchandise Authorizations), and warranty claims .
Maintain a record of service materials, spare parts inventory, and component replacements .
Ensure accurate billing, warranty tracking, and documentation of service transactions.
Issue Tracking & Closure
Strong in follow-ups and closing service-related issues within set timelines.
Monitor service request logs and ensure all issues are resolved efficiently.
Develop SOPs for service requests, escalations, and preventive maintenance .
Qualifications & Skills:
Bachelor’s degree in Electrical, Electronics, or related engineering field (preferred).
7+ years of experience in service operations , preferably in power backup, inverters, UPS, or similar industry .
Proven experience in handling distributor networks, field service teams, and end customers .
Strong technical knowledge of 3-phase inverters, online UPS, and power electronics equipment .
Proficiency in service ledger management, inventory tracking, and documentation .
Strong problem-solving, follow-up, and issue-resolution skills .
Excellent communication and leadership abilities.
Preferred:
Experience in solar power systems, batteries, and energy storage solutions .
Familiarity with CRM tools, service tracking software, and ERP systems .
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Key Responsibilities: Service Operations & Management
Oversee service operations across multiple locations, ensuring seamless customer support and issue resolution.
Develop and implement service strategies to enhance efficiency and customer satisfaction.
Manage the service network, including distributors, channel partners, and direct customers .
Ensure timely installation, maintenance, and troubleshooting of inverters, UPS systems, and other 3-phase equipment .
Customer & Distributor Support
Establish strong relationships with distributors and end customers to ensure high-quality service delivery.
Address escalations, resolve complaints, and ensure a high level of customer satisfaction.
Hire, train and support service teams and distributors on product servicing, troubleshooting, and preventive maintenance .
Material & Ledger Management
Track and manage service ledgers , including incoming and outgoing spare parts, RMAs (Return Merchandise Authorizations), and warranty claims .
Maintain a record of service materials, spare parts inventory, and component replacements .
Ensure accurate billing, warranty tracking, and documentation of service transactions.
Issue Tracking & Closure
Strong in follow-ups and closing service-related issues within set timelines.
Monitor service request logs and ensure all issues are resolved efficiently.
Develop SOPs for service requests, escalations, and preventive maintenance .
Qualifications & Skills:
Bachelor’s degree in Electrical, Electronics, or related engineering field (preferred).
7+ years of experience in service operations , preferably in power backup, inverters, UPS, or similar industry .
Proven experience in handling distributor networks, field service teams, and end customers .
Strong technical knowledge of 3-phase inverters, online UPS, and power electronics equipment .
Proficiency in service ledger management, inventory tracking, and documentation .
Strong problem-solving, follow-up, and issue-resolution skills .
Excellent communication and leadership abilities.
Preferred:
Experience in solar power systems, batteries, and energy storage solutions .
Familiarity with CRM tools, service tracking software, and ERP systems .
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