Service Head

Role & responsibilities

• Head and manage the after-sales service function for lithium battery products.
• Act as the primary point of contact for customer complaints, service escalations, and technical issues.
• Ensure timely resolution of service calls and adherence to defined turnaround times (TAT).
• Coordinate with production, quality, R&D, and supply chain teams to identify root causes and implement corrective and preventive actions.
• Lead, train, and monitor the performance of service engineers and technicians.
• Develop and implement service SOPs, policies, and workflows to improve efficiency.
• Monitor warranty claims, failure analysis, and service costs.
• Prepare and present service MIS reports including complaint trends, repeat issues, and customer feedback.
• Support dealers, distributors, OEMs, and institutional customers with technical guidance and service coordination.
• Conduct customer visits, site inspections, and audits as required.
• Ensure proper documentation of service records, warranties, and service history.

Preferred candidate profile

• Strong problem-solving and analytical skills
• Excellent customer handling and communication abilities
• Highly organised, disciplined, and process-driven
• Ability to manage multiple issues and priorities simultaneously
• Leadership skills to build and guide service teams
• Hands-on approach with high ownership and accountability