Looking for a senior leadership person GM/CGM/ VP

Must have worked pan India in after sales for Inverter battery solar

Must have done Installation service

National Service Manager is responsible for leading and managing service operations & policy implementation for inverters, batteries, and solar solutions nationwide. This role ensures excellent after-sales service, customer satisfaction, and efficient service network management. The manager will develop service strategies, oversee regional teams, manage warranties, inventory management, and ensure compliance with industry standards while driving continuous improvements in service quality.

Roles and responsibilities

A. Service Strategy & Business Planning

Develop and implement the national after-sales service strategy aligned with business objectives.

Establish service policies, processes, SOPs and performance standards across the service network.

Prepare annual service budgets, manpower plans and operating plans based on sales and service-call volumes.

Plan service capacity and manpower in line with seasonal call loads and business growth.

Identify process gaps and drive continuous improvement.

Develop plans for servicing obsolete/discontinued models.

Drive service profitability through revenue generation, collection and cost optimization.

B. Service Network & Channel Management

Build, strengthen and optimize the authorized service-centre and service-partner network.

Define service coverage requirements based on market presence, sales volume and customer density.

Monitor service-centre performance, productivity, infrastructure, manpower and inventory.

Conduct periodic visits to service centres and trade/channel partners.

Establish performance standards and review mechanisms for service partners.





Ensure service policies and processes are consistently implemented in the field.

C. Customer Service & Complaint Management

Own end-to-end customer complaint resolution and escalation management.

Establish and monitor service TAT across product categories.

Drive Inverter complaint closure within defined service TAT

Establish structured mechanisms for complaint ageing, escalation and closure.

Monitor customer satisfaction through customer feedback and service-quality reviews.

Ensure effective handling of consumer and legal cases.

D. Warranty & Product Replacement Management

Establish strong controls for warranty claims and product replacement.

Ensure warranty replacement is carried out strictly as per approved norms and policies.

Monitor warranty trends, replacement rates and service costs.

Analyze field failures and coordinate corrective actions with Quality, R&D; and Product teams.

Drive reduction in repeat failures and unnecessary replacements.

E. Service Revenue & Cost Management

Own service revenue generation and collection.

Monitor service outstanding and ensure field outstanding does not exceed defined timelines.

Drive cost optimization across service operations without compromising customer experience.

Control service-center operating expenses including rent, utilities, transportation and other approved expenses.

Improve productivity and optimum utilization of existing service resources.

F. Technical Service & Field Quality





Establish strong technical support for inverter products across the service network.

Ensure field teams and service partners are technically ready for new product launches.

Ensure availability of required service parts and technical information before new product deployment.

Analyse field failures and provide structured feedback to Quality, R&D;, Manufacturing and Product teams.

Drive RCA, corrective and preventive actions for recurring field issues.

Monitor product revival/repair versus replacement and improve recovery rates wherever applicable.

G. CRM, Digital & Service Analytics

Drive effective implementation and adoption of CRM/service-management systems.

Ensure accurate and timely updating of service data and customer records.

Develop dashboards for TAT, productivity, service revenue, collection, inventory, warranty and complaint ageing.

Eligibility

Bachelors degree in electrical/Electronics Engineering or related discipline

18 to 20 years of experience, with significant leadership experience in after-sales service.

Strong experience in Inverter, UPS, Battery, Solar, Power Electronics or related electrical/electronic products.

Proven experience in managing a large, geographically distributed service network.

Solid understanding of warranty, field failure analysis, service operations and customer complaint management.

Experience in service revenue, collection, cost management and service-centre operations.

Strong exposure to CRM/service-management systems and performance dashboards.

Demonstrated capability to work closely with Sales, Quality, R&D;, Manufacturing, Supply Chain and Product teams.

Implement digital tools for service tracking, control and real-time performance monitoring.

Use analytics to identify service

📌 National Service Head - GM/CGM/VP- Inverter Battery Solar pan India (Jaipur)
🏢 WOW Softech
📍 Jaipur