General Manager Regional Services West

Responsibilities

• "1. End-to-End Service Ownership (Three-Phase Solutions)
• Lead overall service operations for three-phase products in the assigned territory.
• Ensure smooth execution of installation, commissioning, preventive maintenance, and emergency breakdown services.
• Validation of load studies and site assessments to support accurate service planning.
• Large project focus, Create detailed project scope, objectives and timelines ensuring all project deliverables meet the required quality standards.
• Customer Delight
• Handle customer concerns professionally with clear communication and technical explanation of root-cause analysis (RCA).
• Provide assurance on service quality and product reliability, ensuring superior customer experience.
• Maintain high customer satisfaction scores across the designated region.
• Effective manage team of field Service & project engineers
• Regular review team & drive team to resolve customer service calls in the field.
• Ensure timely closure of service calls with accurate documentation.
• Preventive Maintenance & Downtime Reduction
• Plan and execute preventive maintenance to minimize equipment downtime.
• Monitor system performance and take corrective actions to enhance product reliability.
• Support Service Sales to meet revenue targets
• Protect and grow service contract penetration in the region.
• Promote and sell service products (Battery, AMCs, spares, upgrades) to achieve service sales revenue targets.
• Support to Service Providers
• Provide technical, commercial, and process-related support to Authorized Service Providers (ASPs).
• Ensure ASPs follow service guidelines, quality standards, and documentation processes.
• Collaboration & Relationship Management
• Maintain strong relationships with sales team, customers, service providers, internal teams, and cross-functional departments.
• Collaborate closely to resolve issues, improve response times, and enhance service quality.
• Reporting & Documentation Excellence
• Submit accurate and timely service reports for every activity carried out.
• Ensure disciplined documentation of site observations, service logs, and follow-up actions."

Requirements

• Bachelor's degree in Electrical / Electronics Engineering
• "Experience: Minimum of 15-20 years of total work experience, including 8-10 years in a Team Leader or Manager position.
• "
• "Technical Expertise - Experience in power backup, UPS systems, electrical distribution, or industrial equipment servicing preferred
• Experience working with ASPs and service ecosystems is an advantage.
• Reporting and Presentation: Strong skills in MS Excel and PowerBI for reporting and presentations.
• Salesforce: Familiarity with Salesforce is desirable."
• "Customer Service and Team Management: Customer-focused mindset with excellent communication and problem-solving skills.
• Ability to handle pressure: Ability to manage multiple service priorities and work under pressure.
• Leadership and Communication: Strong leadership, communication, and organizational abilities.
• Multitasking and Crisis Management: Proven capability to manage multiple tasks, meet deadlines, and handle crisis situations effectively.
• Work Ethic and Growth Mindset: Demonstrates a superb work ethic and a strong growth mindset."

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