Hiring Service Head || Battery Energy Storage

Service Lead, BESS Business

Function Service & Aftermarket

Reporting To Business Head - BESS / Head - Energy Storage Business

Job Purpose

The Senior Manager - Service Lead will be responsible for establishing and scaling the end-to-end service organization for the Battery Energy Storage Systems (BESS) business across Utility-scale, Commercial & Industrial (C&I), and Residential segments. The role will drive customer satisfaction, asset reliability, operational excellence, warranty management, service profitability, and aftermarket growth while ensuring industry-leading service standards throughout the lifecycle of deployed energy storage assets.

The incumbent will build service capabilities, define service strategies, develop partner ecosystems, and lead field operations to deliver superior customer experience and maximize system availability.

Key Responsibilities

Service Strategy & Business Development

• Define and implement the service and aftermarket strategy aligned with business growth objectives.
• Establish service operating models for Utility, C&I, and Residential BESS segments.
• Develop long-term service roadmaps, customer support frameworks, and service governance mechanisms.
• Drive aftermarket revenue streams through AMC, O&M, extended warranty, spares, and value-added services.
• Contribute to business planning, budgeting, and profitability improvement initiatives.

Service Operations Management

• Lead end-to-end service operations including commissioning support, preventive maintenance, corrective maintenance, and technical support.
• Establish and monitor service KPIs, SLAs, escalation management processes, and response mechanisms.
• Ensure high fleet availability, reliability, and uptime of deployed BESS installations.
• Drive continuous improvement in productivity, response time, and service quality.

Customer Experience & Stakeholder Management

• Serve as the primary escalation point for strategic customers and key accounts.
• Build strong relationships with utilities, EPC contractors, developers, industrial customers, channel partners, and residential customers.
• Drive customer satisfaction, retention, and long-term service engagement.
• Lead customer reviews, performance reporting, and service governance meetings.

Warranty & Technical Resolution Management

• Own warranty management processes and supplier escalations.
• Lead root cause analysis (RCA) and corrective action implementation for critical field issues.
• Collaborate with engineering, product development, quality, and suppliers for resolution of recurring issues.
• Ensure effective management of technical documentation, service bulletins, and field learnings.

Remote Monitoring & Asset Management

• Establish centralized monitoring capabilities using BMS, EMS, SCADA, and digital platforms.
• Drive predictive maintenance and asset performance management initiatives.
• Develop dashboards and reporting mechanisms for fleet performance and service effectiveness.
• Utilize data analytics to improve reliability and reduce service costs.

Service Network & Capability Development

• Build and manage internal service teams and external service partner networks.
• Establish regional service infrastructure to support business growth.
• Develop technician certification, competency development, and training programs.
• Drive service process standardization and best-practice implementation.

Safety, Quality & Compliance

• Ensure adherence to EHS standards, statutory requirements, and industry regulations.
• Promote a safety-first culture across service operations.
• Ensure compliance with applicable electrical, battery, and utility standards.
• Drive service quality audits and continuous improvement initiatives.

Key Performance Indicators (KPIs)

• System Availability and Fleet Uptime (>98%)
• Customer Satisfaction Index (CSI) / NPS
• SLA Compliance
• Mean Time to Respond (MTTRsp)
• Mean Time to Repair (MTTR)
• First-Time Fix Rate (FTFR)
• Warranty Cost Reduction
• Service Revenue Growth
• AMC/O&M Contract Renewal Rate
• Service Profitability
• Safety Performance (Zero Lost Time Incidents)
• Customer Retention & Repeat Business