General Manager Regional Services West

Eaton; Mumbai; On-site; INR 2,500,000 - 6,000,000; Full time

Job summary

Eaton is seeking a Manager – Services to lead end-to-end service operations for three-phase products in the west region, ensuring top-tier customer experience and project execution. You will guide installation, maintenance, and emergency services while managing field engineers and contractors to meet quality standards.

The role emphasizes proactive planning, site assessments, and collaboration with sales and service providers to drive revenue and satisfaction across the region.

Qualifications

• Bachelor's degree in Electrical / Electronics Engineering required.
• Total work experience 15–20 years, with 8–10 years in a team leader or manager role.
• Experience with service operations, uptime optimization, and customer-focused service delivery.

Responsibilities

• End-to-End Service Ownership for three-phase products across the assigned territory.
• Lead installation, commissioning, preventive maintenance and emergency services.
• Validate load studies and site assessments for accurate service planning.
• Lead large projects with defined scope, timelines and quality deliverables.
• Manage field service & project engineers and ensure timely closure of service calls.
• Plan preventive maintenance to minimize downtime and improve reliability.
• Support service sales to meet revenue targets and expand service contracts.
• Provide technical and process support to Authorized Service Providers (ASPs).
• Collaborate with sales, customers and internal teams to improve service quality.

Skills

Electrical power systems

ASPs & service ecosystems

MS Excel & PowerBI

Salesforce familiarity

Customer service & team management

Leadership & communication

Crisis & multitasking

Growth mindset & work ethic

Education

Bachelor's degree in Electrical / Electronics Engineering

Job description

Job Description:

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.

• 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.

• 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.

• Preventive Maintenance & Downtime Reduction

  Plan and execute preventive maintenance to minimize equipment downtime.

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

• 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.

• 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.

• 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.

• 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.