General Manager Regional Services West

Eaton; Mumbai; Vor Ort; INR 2.500.000 - 5.000.000; Vollzeit

Zusammenfassung

Eaton in Mumbai seeks a seasoned Manager – Services to lead west region service operations, drive revenue through service contracts, and ensure superior customer experience across installations, maintenance, and field support.

The candidate will manage 3rd party contractors, oversee preventive maintenance, and collaborate with sales, ASPs, and internal teams to plan, execute, and report on complex service projects.

Qualifikationen

• Bachelor’s degree in Electrical / Electronics Engineering.
• Experience: 15-20 years total, including 8-10 years in a Team Leader or Manager position.

Aufgaben

• End-to-End Service Ownership across three-phase products in the territory.
• Lead service operations including installation, commissioning, preventive maintenance and emergency breakdowns.
• Validate load studies and site assessments for service planning.
• Create detailed project scope, objectives and timelines to meet quality standards.
• Address customer concerns with clear RCA explanations and professional communication.
• Ensure high customer satisfaction scores and service quality.
• Manage field service & project engineers and drive timely resolution of service calls.
• Plan and execute preventive maintenance to minimize downtime and improve reliability.
• Support service sales to meet revenue targets and grow service contracts penetration.
• Provide technical, commercial, and process support to Authorized Service Providers (ASPs).
• Collaborate with sales, customers, ASPs and cross-functional teams; ensure proper service reporting and documentation.

Kenntnisse

Power backup

UPS systems

Electrical distribution

Industrial equipment servicing

MS Excel

PowerBI

Salesforce

Customer service

Team management

Leadership

Communication

Ausbildung

Bachelor's degree in Electrical/Electronics Engineering

Jobbeschreibung

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.

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.
• 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.
• 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.\"