Lead - Service

Mahindra Group


Date: 2 weeks ago
City: Navi Mumbai, Maharashtra
Contract type: Full time
Responsibilities & Key Deliverables

The Customer Service Lead will head the service operations for Mahindra Solarize, ensuring exceptional customer support and the effective functioning of operations for both the C&I (MW scale projects) and Small Rooftop (kW scale projects) business. The role involves managing post-sales service, building a strong service network, and maintaining product quality and performance standards.

Service Strategy and Leadership

  • Develop and execute a comprehensive service strategy for C&I and channel-led businesses (including residential installations).
  • Establish service protocols, SLAs, and KPIs for timely and high-quality service delivery.
  • Align service operations with the company’s business goals

Service Network Management

  • Build and manage a robust service network, including in-house teams and external service partners.
  • Train and certify channel partners to deliver quality services for small-sized projects.
  • Monitor and evaluate the performance of service partners and channels regularly.

Customer Support and Satisfaction

  • Lead customer support for C&I projects, ensuring seamless issue resolution and satisfaction.
  • Implement mechanisms to collect, analyze, and act on customer feedback.
  • Develop a customer-first culture within the service team to build trust and long-term relationships.

Product Performance and Warranty Management

  • Oversee performance monitoring of solar installations and critical products (PV Modules, Inverters etc.)
  • Handle warranty claims and coordinate with vendors to resolve product-related issues.
  • Maintain detailed records of product performance and service interventions.

Process Optimization and Innovation

  • Identify areas for improvement in service operations and implement innovative solutions.
  • Leverage technology for remote monitoring, predictive maintenance, and data-driven decision-making.
  • Ensure compliance with safety, regulatory, and quality standards.

Team Development

  • Build and lead a high-performing service team.
  • Conduct regular training sessions to upskill team members and channel partners.
  • Foster a culture of ownership, accountability, and excellence.

Reporting and Coordination

  • Prepare and present regular reports on service performance and customer satisfaction.
  • Coordinate with internal teams such as sales, design, and engineering to ensure smooth operations.
  • Act as the key point of contact for escalated issues, ensuring resolution and customer retention.

Experience

Minimum of 10 years of experience in solar or renewable energy service management

Qualifications

Industry Preferred

Minimum Qualification Required - Bachelor's Degree In Electrical/Electronics

General Requirements

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