We are seeking a high-caliber Service Head to lead and scale our global after-sales service operations. In this role, you will be fully accountable for the complete post-sale lifecycle of our power backup portfoliospanning Lead-Acid & Lithium-Ion Batteries, Low & High-Frequency Inverters, Battery Management Systems (BMS), and power electronics.

You will build a scalable, international-grade service organization, driving field reliability, technical excellence, spare parts optimization, and customer satisfaction.

Key Responsibilities

- Service Operations & CSAT: Establish SOPs, service standards, SLAs, and escalation pathways. Drive improvement across response times, resolution times, repeat complaints, and overall CSAT/NPS.
- Technical RCA & Quality Improvement: Lead investigations for critical/repeat failures using Root Cause Analysis (RCA) and implement CAPA. Partner with R&D;, Engineering, and Quality to eliminate product, manufacturing, installation, or environmental defects.
- Product Reliability & Data: Build field failure databases and reliability records. Publish technical bulletins and ensure field lessons directly inform next-generation product designs.
- Spare Parts & Inventory Management: Plan regional/international spare requirements. Establish Min/Max stock norms, optimize availability for critical components,



and strictly minimize dead stock and obsolescence.
- International Customer Management: Oversee service delivery for international accounts, providing structured weekly/monthly SKU performance monitoring and asset health reports.
- Compliance & Sustainability: Enforce regulatory compliance for the protected handling, reverse logistics, and eco-friendly recycling/disposal of failed batteries (Lead-Acid & Lithium-Ion) and electronic components.
- CFT Leadership: Work closely across R&D;, Quality, Supply Chain, Production, and Export Marketing to align service metrics with overarching business goals.

Required Qualifications & Experience

- Experience: 12–15+ years in technical service leadership within the power backup, energy storage, inverter, or power electronics industry.
- Technical Domain: Hands-on familiarity with Lead-Acid/Lithium-Ion chemistry, BMS telemetry, HF/LF inverter topologies, and power electronics.
- Supply Chain & Spares: Proven track record in Min-Max inventory modeling, spare planning, and reverse logistics.
- Analytical & Quality Tools: Expertise in RCA methodologies (8D, 5-Whys, Fishbone) and CAPA execution.
- Global Exposure: Demonstrated experience managing international client SLAs, remote diagnostics, and reporting.

📌 Service Head, International Business Team (Jaipur)
🏢 WOW Softech
📍 Jaipur