General Manager Regional Services West

Eaton Corporation; Mumbai; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Eaton Corporation in Mumbai is seeking a seasoned professional to lead service operations for three-phase products. This role entails managing installation, maintenance, and customer satisfaction while driving service sales in the region.

Ideal candidates will have over 15 years of experience, including significant leadership experience, and a Bachelor's degree in Electrical or Electronics Engineering. Key skills include technical expertise in power backup systems and strong management capabilities.

Qualifications

• 15+ years of work experience, with 8–10 years in a leadership role.
• Technical expertise in power backup and UPS systems.

Responsibilities

• Lead service operations for three-phase products.
• Ensure smooth execution of installation and maintenance.
• Drive resolution of customer service calls in the field.
• Plan and execute preventive maintenance.
• Promote and sell service products to achieve revenue targets.
• Provide support to Authorized Service Providers.

Skills

Power backup experience

UPS systems expertise

Electrical distribution knowledge

Team management

Customer service skills

Problem-solving capabilities

MS Excel skills

PowerBI proficiency

Salesforce familiarity

Leadership abilities

Education

Bachelor’s degree in Electrical/Electronics Engineering

Job description

What you’ll do

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.
   Validate load studies and site assessments to support accurate service planning.
   Focus on large projects: create detailed scope, objectives, and timelines ensuring all deliverables meet required quality standards.
2. Customer Delight
   Handle customer concerns professionally with clear communication and technical root‑cause analysis (RCA).
   Provide assurance on service quality and product reliability, maintaining high customer satisfaction scores.
3. Effective management of field service & project engineers
   Review team performance and drive resolution of 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 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 revenue targets.
6. Support to Service Providers
   Provide technical, commercial, and process support to Authorized Service Providers (ASPs).
   Ensure ASPs follow guidelines, standards, and documentation processes.
7. Collaboration & Relationship Management
   Maintain strong relationships with sales teams, customers, service providers, internal and cross‑functional teams.
   Collaborate closely to resolve issues, improve response times, and enhance quality.
8. Reporting & Documentation Excellence
   Submit accurate and timely service reports for all activities.
   Ensure disciplined documentation of observations, logs, and follow‑up actions.

Qualifications

• Bachelor’s degree in Electrical/Electronics Engineering.
• 15–20 years total work experience, with 8–10 years in a team leader or manager role.

Skills

• Technical Expertise: experience in power backup, UPS systems, electrical distribution, or industrial equipment servicing.
• Experience working with ASPs and service ecosystems.
• Reporting & presentation: strong skills in MS Excel and PowerBI.
• Familiarity with Salesforce (desirable).
• Customer service and team management: excellent communication, problem‑solving skills.
• Ability to handle pressure, manage multiple priorities, and work under pressure.
• Leadership, communication, and organizational abilities.
• Multitasking and crisis management: proven capability to meet deadlines and handle crises.
• Work ethic and growth mindset.