Customer Support, Warranty, RMA & Service Operations Specialist

Rayzon Solar; Surat; Hybrid; INR 450,000 - 700,000; Full time

Job summary

Rayzon Solar in Surat, India is seeking a Customer Support, Warranty, RMA & Service Operations Specialist to manage frontline customer-support and service-administration processes across hotline, email, CRM, warranty and RMA activities.

The role ensures cases are captured, coordinated and traceable through closure, liaising with field resources and cross-functional teams for timely actions.

Qualifications

• Bachelor's degree or diploma in Electrical, Electronics, Renewable Energy, Operations or a related discipline.
• Approximately 3-7 years of experience in customer support, service coordination, warranty administration, RMA operations or technical helpdesk.
• Experience with CRM or ticketing systems and structured case documentation.
• Basic working knowledge of solar inverters, batteries, monitoring platforms or electrical products is preferred.
• Strong written and verbal communication; regional-language capability is advantageous.

Responsibilities

• Receive and register customer, installer, distributor and internal support requests through approved hotline, email and CRM channels.
• Collect complete case information, including product model, serial number, site details, issue description, photographs, logs, measurements and monitoring information.
• Provide approved first-line guidance and route technical cases to the appropriate specialist or field resource.
• Coordinate warranty claims, RMA submissions, repair, replacement, return logistics and closure documentation.
• Maintain accurate CRM records, case status, ageing, ownership, customer communication and evidence.
• Follow up with customers, field teams, SCM, Quality and suppliers to ensure timely next actions and transparent communication.
• Support service dashboards, trend summaries, documentation control and management reporting.
• Identify recurring case-data gaps and recommend improvements to forms, FAQs, training and workflows.

Skills

Customer support

Warranty coordination

RMA operations

CRM systems

Ticketing

Education

Electrical/Electronics

Renewable Energy

Tools

CRM systems

Ticketing systems

Job description

• Customer Support, Warranty, RMA & Service Operations Specialist

Function

• Inverter Business | Service Operations

Reports to

• Technical Support and Service Manager

Location

• India | Base: Surat | Multi-state support

Travel

• Limited travel; primarily office/remote support

Role Purpose

Operate Rayzons frontline customer-support and service-administration processes across hotline, email, CRM, warranty and RMA activities. The role will ensure that cases are accurately captured, professionally coordinated and traceable through closure.

Key Responsibilities

• Receive and register customer, installer, distributor and internal support requests through approved hotline, email and CRM channels.
• Collect complete case information, including product model, serial number, site details, issue description, photographs, logs, measurements and monitoring information.
• Provide approved first-line guidance and route technical cases to the appropriate specialist or field resource.
• Coordinate warranty claims, RMA submissions, repair, replacement, return logistics and closure documentation.
• Maintain accurate CRM records, case status, ageing, ownership, customer communication and evidence.
• Follow up with customers, field teams, SCM, Quality and suppliers to ensure timely next actions and transparent communication.
• Support service dashboards, trend summaries, documentation control and management reporting.
• Identify recurring case-data gaps and recommend improvements to forms, FAQs, training and workflows.

Qualifications and Experience

• Bachelors degree or diploma in Electrical, Electronics, Renewable Energy, Operations or a related discipline.
• Approximately 3-7 years of experience in customer support, service coordination, warranty administration, RMA operations or technical helpdesk.
• Experience with CRM or ticketing systems and structured case documentation.
• Basic working knowledge of solar inverters, batteries, monitoring platforms or electrical products is preferred.
• Strong written and verbal communication; regional-language capability is advantageous.

Core Competencies

• Customer communication and case ownership
• CRM and data discipline
• Warranty/RMA coordination
• Prioritization and follow-through
• Basic technical information gathering
• Process orientation and teamwork

Key Working Relationships

• Customers, installers, distributors, Service Manager, Technical Support Lead, Field Service, Application Engineering, SCM, Quality, Finance and OEM/ODM suppliers.