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 Robust 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

📌 Service Head / Service Manager (Maharashtra)
🏢 Mpower India Private
📍 Maharashtra