GM-Service & TRC

Kivo; India; On-site; INR 3,500,000 - 5,500,000; Full time

Job summary

Kivo is seeking a Head of Service & TRC Operations in India to build and scale a high-efficiency Service & TRC function for solar and hybrid inverter systems. You will lead pan-India service operations, establish TRC workflows, and drive reliability improvements while reducing field failures and import dependency.

You will manage a large service network, optimize turnaround times, and develop leaders to ensure quality and efficiency across locations.

Qualifications

• 15–25 years in power electronics / inverter / UPS service domain
• Strong experience in service operations and failure analysis
• Exposure to repair, maintenance, and troubleshooting of inverter/UPS systems

Responsibilities

• Lead pan-India service operations for solar & hybrid inverter products
• Ensure structured handling of complaints, escalations, and service delivery
• Build a strong field service network (in-house + third-party)
• Establish and scale TRC unit for inverter PCB/cards repair
• Define repair workflows, SOPs, and quality benchmarks
• Ensure high success rate in repair vs replacement
• Lead root cause analysis of field failures
• Create feedback loop with design/R&D team
• Drive reduction in repeat failures
• Reduce service turnaround time across regions
• Optimize spare management and logistics
• Improve first-time fix rate
• Reduce warranty and replacement costs
• Increase repair ratio vs replacement
• Identify opportunities for component-level repair
• Build and train TRC engineers and service teams
• Develop second-line leadership
• Manage third-party service partners
• Ensure service quality compliance across locations
• Complaint closure time
• First-time fix rate
• Repair success rate

Job description

1 Position

15.0-20.0 Years

Job Description

Head of Service & TRC Operations

Role Objective

Build and scale a high-efficiency Service & TRC (Testing, Repair, Calibration) function to reduce field failures, minimize dependency on imports, improve turnaround time, and enhance product reliability across solar & hybrid inverter systems.

Reporting

Reports to: Managing Director

Key Responsibilities

1. Service Operations Leadership

Lead pan-India service operations for solar & hybrid inverter products

Ensure structured handling of complaints, escalations, and service delivery

Build a strong field service network (in-house + third-party)

2. TRC (Testing, Repair, Calibration) Setup & Operations

Establish and scale TRC unit for inverter PCB/cards repair

Define repair workflows, SOPs, and quality benchmarks

Ensure high success rate in repair vs replacement

3. Failure Analysis & Reliability Improvement

Lead root cause analysis of field failures

Create feedback loop with design/R&D team

Drive reduction in repeat failures

4. Turnaround Time & Service Efficiency

Reduce service turnaround time across regions

Optimize spare management and logistics

Improve first-time fix rate

5. Cost Optimization

Reduce warranty and replacement costs

Increase repair ratio vs replacement

Identify opportunities for component-level repair

6. Team Building & Capability Development

Build and train TRC engineers and service teams

Develop second-line leadership

Manage third-party service partners

Ensure service quality compliance across locations

Complaint closure time

First-time fix rate

Repair success rate

Product Reliability Feedback

Reduction in repeat failures

Quality improvement inputs to R&D

Cost Control

Warranty cost reduction

Team Strength

Skilled TRC + service team built

Attrition and productivity levels

Key Performance Indicators (KPI)

• | Area | KPI Target | Service TAT | < 48 hours (urban), < 72 hours (pan-India)
• | First-Time Fix Rate | > 85%
• | Repair vs Replacement | > 60% repair ratio within 12 months
• | TRC Repair Success Rate | > 80%
• | Failure Recurrence | < 5% repeat failure
• | Warranty Cost Reduction | 15–20% YoY
• | Spare Inventory Efficiency | < 30 days inventory cycle
• | Team Capability | Fully functional TRC team within 6 months

Required Profile

Experience

15–25 years in power electronics / inverter / UPS service domain

Strong experience in service operations and failure analysis

Exposure to repair, maintenance, and troubleshooting of inverter/UPS systems

Skills

Strong problem-solving and root cause analysis

Understanding of power electronics systems

Ability to build and manage large service teams

Preferred (Good to Have)

Experience in setting up repair centers or service networks

Exposure to PCB-level troubleshooting

Experience with solar or hybrid inverter systems

What Success Looks Like (12 Months)

Fully operational TRC unit handling majority of repair workload

Significant reduction in dependency on imported replacements

Noticeable drop in field failure complaints

Faster service response and improved customer satisfaction

Structured service and repair organization in place

Only theoretical or R&D-focused experience

No hands-on service or field troubleshooting exposure

Inability to quantify past impact (no numbers on failures, cost, etc.)

Lack of team handling or execution experience