JOB PURPOSE:
The State Service Head is responsible for leading and managing all post-sales service operations for
the solar rooftop business across India. This role ensures timely installation, commissioning,
maintenance, and performance optimization of solar rooftop systems. The ideal candidate will drive
customer satisfaction, service efficiency, cost optimization, and long-term asset performance, while
leading a pan-India service team and collaborating with cross-functional departments.
KEY RESPONSIBILITIES:-
1. Service Strategy & Leadership
- Develop and implement national service strategies aligned with the company’s solar rooftop business objectives.
- Build and lead a high-performing service team including Sate Heads, field service engineers, and customer support staff. Set up the service network for the various states.
- Define KPIs and SLAs for service quality, response time, uptime, and customer satisfaction.
2. Operations Management
- Oversee the end-to-end service lifecycle: installation, commissioning, preventive & corrective maintenance, and performance monitoring.
- Ensure adherence to safety protocols, quality standards, and regulatory compliance
- Establish SOPs for O&M, AMC, warranty management, and spare parts logistics.
3. Customer Experience & Escalation Management
- Act as the escalation point for high-value or complex service issues and customer complaints.
- Build strong relationships with key clients, institutional customers, and channel partners.
- Drive initiatives to improve Net Promoter Score (NPS) and customer retention.
4. Performance Monitoring & Reporting
- Analyse service data to track system performance, identify trends, and implement improvements.
- Regularly report on service KPIs to senior leadership, including uptime, ticket resolution rate, and field efficiency.
- Collaborate with the digital team on remote monitoring, predictive maintenance, and asset management platforms.
5. Training & Development
- Ensure continuous training for service engineers and associates on new technologies, safety, and customer handling.
- Develop a knowledge management system to document learnings and FAQs.
6. Vendor & Partner Management
- Identify, onboard, and manage third-party service vendors or contractors across regions.
- Ensure service partners meet quality, performance, and compliance benchmarks.
SKILLS & QUALIFICATIONS:-
- Bachelor’s degree in Electrical / Mechanical / Renewable Energy Engineering; MBA is a plus.
- 18+ years of experience in service operations, with at least 5 years in a leadership role in the solar rooftop or related energy industry.
- In-depth understanding of solar PV systems, inverters, net metering, and O&M practices.
- Experience with CRM, ERP, and solar monitoring tools
- Strong leadership, analytical, and communication skills.
- Willingness to travel across regions as needed.
