- Customer Support, Warranty, RMA & Service Operations Specialist

Function

- Inverter Business | Service Operations

Reports to

- Technical Support and Service Manager

Location

- India | Base: Surat | Multi-state support

Travel

- Limited travel; primarily office/remote support

Role Purpose

Operate Rayzons frontline customer-support and service-administration processes across hotline, email, CRM, warranty and RMA activities. The role will ensure that cases are accurately captured, professionally coordinated and traceable through closure.

Key Responsibilities

- Receive and register customer, installer, distributor and internal support requests through approved hotline, email and CRM channels.

- Collect complete case information, including product model, serial number, site details, issue description, photographs, logs, measurements and monitoring information.

- Provide approved first-line guidance and route technical cases to the appropriate specialist or field resource.

- Coordinate warranty claims, RMA submissions, repair, replacement, return logistics and closure documentation.

- Maintain accurate CRM records, case status, ageing, ownership, customer communication and evidence.

- Follow up with customers, field teams, SCM, Quality and suppliers to ensure timely next actions and transparent communication.





- Support service dashboards, trend summaries, documentation control and management reporting.

- Identify recurring case-data gaps and recommend improvements to forms, FAQs, training and workflows.

Qualifications and Experience

- Bachelors degree or diploma in Electrical, Electronics, Renewable Energy, Operations or a related discipline.

- Approximately 3-7 years of experience in customer support, service coordination, warranty administration, RMA operations or technical helpdesk.

- Experience with CRM or ticketing systems and structured case documentation.

- Basic working knowledge of solar inverters, batteries, monitoring platforms or electrical products is preferred.

- Solid written and verbal communication; regional-language capability is advantageous.

Core Competencies

- Customer communication and case ownership

- CRM and data discipline

- Warranty/RMA coordination

- Prioritization and follow-through

- Basic technical information gathering

- Process orientation and teamwork

Key Working Relationships

- Customers, installers, distributors, Service Manager, Technical Support Lead, Field Service, Application Engineering, SCM, Quality, Finance and OEM/ODM suppliers.

📌 Customer Support, Warranty, RMA & Service Operations Specialist (Surat)
🏢 Rayzon Solar
📍 Surat