Head Product Services - GTI & Electronics
ConfidentialGurugram, Gurgaon / Gurugram, India6 days ago
Job descriptionDefine and implement service strategies to enhance product performance, reduce downtime, and ensure the long-term reliability of solar inverters, batteries, and related electronic products. Build and establish a robust service process, workflows, and SOPs (Standard Operating Procedures) to ensure effective service delivery. Oversee product installations, troubleshooting, maintenance, and repair of grid tie Inverters (GTI), battery storage systems, and other solar electronic products. Ensure timely and high-quality customer service and technical support for product-related inquiries, complaints, and service requests. Work directly with customers to resolve complex technical issues, provide product training, and ensure customer satisfaction. Efforts to be made to gather customer feedback, identify customer pain points, and implement solutions to improve service offerings. Stay updated with the latest industry developments, technological advancements, and product updates in the solar, battery, and inverter space. Provide expert technical guidance for GTI (Grid-Tie Inverters), batteries, and solar systems, acting as a technical escalation point for complex issues. Collaborate with R&D teams to share field insights and contribute to product improvement initiatives. Ensure all service processes comply with relevant industry standards, safety regulations, and quality control procedures. Conduct regular service audits of activities and performance metrics to ensure compliance with regulatory requirements and internal quality standards. Manage warranty processes, including validation and resolution of warranty claims. Work closely with sales, product management, and engineering teams to provide customer feedback and drive continuous product improvements. Collaborate with supply chain and logistics teams to ensure the timely availability of parts and components required for service operations. Act as the primary liaison between the service team and senior management, providing regular reports on service performance and product issues. Develop and manage the service department budget, ensuring cost-effective service operations while maintaining high-quality standards. Analyze service costs, identify opportunities for cost reduction, and implement efficiencies within service operations. Minimum of 10 + years of experience in the solar, batteries, inverters, or electronics industry, with at least 6-8 years in a service or technical leadership role. Strong technical knowledge of GTI (Grid-Tied Inverters), Solar Energy Systems, Battery Storage Solutions (BSS), and related power electronics. Proven leadership and team management experience in a technical service environment. Strong problem-solving skills and the ability to think critically and analytically. Excellent communicator, both verbal and written, with the ability to interact effectively with both technical and non-technical stakeholders. Deep understanding of industry standards, safety protocols, and regulatory requirements in the solar and power electronics field. Proficiency in service management software and tools. Ability to handle complex technical issues and work under pressure to resolve them promptly. Strong customer service orientation and a passion for delivering high-quality service. Proactive, self-motivated, and results-driven individual with focus on continuous improvement. Ability to work collaboratively and cross-functionally in a fast-paced, dynamic environment. Bachelor's degree in electrical engineering, Electronics, Renewable Energy, or a related field. A master's degree in the said field will be an added advantage. Operating out of three facilities, situated in the Baddi region of Himachal Pradesh, spread over 300,000 sq. ft, our factories operate 24 / 7 to fulfil the increasing demand for our reliable and cost-effective solutions. Our unwavering dedication to manufacturing excellence ensures that our products uphold the highest quality standards, catering to our customers' needs while minimizing our environmental impact. Our power electronics division is based in Delhi and operates two manufacturing facilities that cover 90,000 sq. ft. with round-the-clock operations. We offer a diverse range of high-quality solar products for off-grid rooftop applications to empower rooftops with sustainable energy, including solar panels, inverters, batteries, combos, charge controllers, and management units. Eastman's yearly production capacity for e-rickshaw Chargers, Home UPS / Inverters, and Solar PCU / Inverters surpasses 4 million units. We entered into the Lithium-Ion business in 2020, we have quickly established ourselves as one of the most prominent Lithium-Ion battery manufacturers in India through our custom-made solutions that are highly reliable and cost-effective with excellent customer support. As a pioneering provider of cutting-edge energy solutions, we design and manufacture lithium-ion battery packs under the Wattsman brand name.
We are looking for a Senior Technical Electrical Engineer for a leadership position as Product Services Head – GTI and Electronics . The incumbent should have at least 10+ years of experience in technical support and service delivery, preferably in Solar Energy products like GTI, Batteries, and other solar electronic products. The person will lead and manage our services operations for our range of Batteries, Inverters, and solar Products.
The role requires strategic leadership and expertise in the solar industry, power electronics, and service management.
This leadership position requires strong team management skills, a customer service oriented mindset, and extremely good technical knowledge and understanding of solar products.
Job Role & Responsibilities :
Leadership & Team Management :
- Lead, develop, and manage the services team to deliver outstanding customer support and maintenance services for our Grid-Tie Inverters - GTI, Batteries, and Solar Products.
- Provide Training and mentorship to service engineers and technical support staff.
- Set clear performance expectations and KPIs for the services team, ensuring alignment with business goals.
Service Strategy & Operations :
Customer Support & Satisfaction :
Technical Expertise & Product Knowledge :
Quality Assurance & Compliance :
Cross-Functional Collaboration :
Budgeting & Cost Management :
Experience & Skills :
Personal Attributes :
Educational Qualification
About EASTMAN
Eastman Auto & Power Ltd (EAPL), established in 2006, is India's fastest-growing Energy Storage solutions, Solar Energy, and Power Electronics Company with an annual revenue of USD 300 million and an employee base of 4000+ globally. EAPL is into superior quality products and services, from Lead Acid Batteries, Home UPS Solutions, Lithium-ion battery packs, rooftop solar solutions, etc.
Eastman has its presence spread across 132+ countries around the world, including Asia, Africa, the Middle East, Europe, and North American countries. The company has 6 manufacturing units in India, including state-of-the-art research and development facilities, and produces over 7.3 million units annually.
For more details, please visit : https : / / eaplworld.com /
Lead Acid Batteries :
Solar & EV Power Electronics :
Lithium-Ion :
Skills Required
Power Electronics, Service Management Software, Systems
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Head Product • Gurugram, Gurgaon / Gurugram, India
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