General Manager Regional Services West

What you'll do:

The Manager – Services holds full responsibility for managing service operations within west Region. This role focuses on delivering exceptional customer experience through efficient service delivery, technical expertise, and proactive engagement. The ideal candidate will lead project planning & execution. service maintenence & operations, enhance installed-base value, support service sales to meet revenue goals, and ensure high customer satisfaction. Manage 3rd party contractors as required. Ensure optimum spares usage & its inventory managment.

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.

2. 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.

3. 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.

4. Preventive Maintenance & Downtime Reduction

Plan and execute preventive maintenance to minimize equipment downtime.

Monitor system performance and take corrective actions to enhance product reliability.

5. 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.

6. 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.

7. 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.

8. 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.

Qualifications:

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.

Skills:

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.