State Service Head - Solar Rooftop

Shakti Pumps (India) Ltd.; Lucknow; On-site; INR 300,000 - 600,000; Full time

Job summary

Shakti Pumps (India) Ltd. seeks a State Service Head to lead post-sales service operations across India for its solar rooftop business.

You will drive timely installation, commissioning, maintenance, and performance optimization of rooftop systems, while enhancing customer satisfaction, cost efficiency, and long-term asset performance. The role requires building a pan-India service team, defining KPIs, and collaborating with cross-functional departments to ensure best-in-class service delivery

Qualifications

• Bachelor’s degree in Electrical / Mechanical / Renewable Energy Engineering.
• 18+ years of experience in service operations.
• At least 5 years in a leadership role in solar rooftop or related energy industry.
• In-depth understanding of solar PV systems, inverters, net metering, and O&M practices.
• Experience with CRM, ERP, and solar monitoring tools.
• Strong leadership, analytical, and communication skills.
• Willingness to travel across regions as needed.

Responsibilities

• Develop and implement national service strategies aligned with the solar rooftop business objectives.
• Build and lead a high-performing service team including state Heads, field service engineers, and customer support staff.
• Define KPIs and SLAs for service quality, response time, uptime, and customer satisfaction.
• Oversee end-to-end service lifecycle: installation, commissioning, maintenance, and performance monitoring.
• Ensure safety, quality standards, and regulatory compliance, and establish SOPs for O&M, AMC, warranty, and parts logistics.
• Act as escalation point for high-value issues and build relationships with key clients and partners.
• Analyze service data and report KPIs to senior leadership; collaborate on remote monitoring and asset management.

Skills

Leadership

Service operations

Analytical skills

Communication skills

Travel willingness

CRM

ERP

Solar monitoring tools

Education

Bachelors in Electrical Engineering

Bachelors in Mechanical Engineering

Bachelors in Renewable Energy Engineering

MBA (plus)

Tools

CRM

ERP

Solar monitoring tools

Job description

The State Service Head is responsible for leading and managing all post-sales service operations for

the solar rooftop business across India. This role ensures timely installation, commissioning,

maintenance, and performance optimization of solar rooftop systems. The ideal candidate will drive

customer satisfaction, service efficiency, cost optimization, and long-term asset performance, while

leading a pan-India service team and collaborating with cross-functional departments.

KEY RESPONSIBILITIES:-

• Develop and implement national service strategies aligned with the company’s solar rooftop business objectives.
• Build and lead a high-performing service team including Sate Heads, field service engineers, and customer support staff. Set up the service network for the various states.
• Define KPIs and SLAs for service quality, response time, uptime, and customer satisfaction.

2. Operations Management

• Oversee the end-to-end service lifecycle: installation, commissioning, preventive & corrective maintenance, and performance monitoring.
• Ensure adherence to safety protocols, quality standards, and regulatory compliance
• Establish SOPs for O&M, AMC, warranty management, and spare parts logistics.

3. Customer Experience & Escalation Management

• Act as the escalation point for high-value or complex service issues and customer complaints.
• Build strong relationships with key clients, institutional customers, and channel partners.
• Drive initiatives to improve Net Promoter Score (NPS) and customer retention.

4. Performance Monitoring & Reporting

• Analyse service data to track system performance, identify trends, and implement improvements.
• Regularly report on service KPIs to senior leadership, including uptime, ticket resolution rate, and field efficiency.
• Collaborate with the digital team on remote monitoring, predictive maintenance, and asset management platforms.

5. Training & Development

• Ensure continuous training for service engineers and associates on new technologies, safety, and customer handling.
• Develop a knowledge management system to document learnings and FAQs.
• Identify, onboard, and manage third-party service vendors or contractors across regions.
• Ensure service partners meet quality, performance, and compliance benchmarks.

SKILLS & QUALIFICATIONS:-

• Bachelor’s degree in Electrical / Mechanical / Renewable Energy Engineering; MBA is a plus.
• 18+ years of experience in service operations, with at least 5 years in a leadership role in the solar rooftop or related energy industry.
• In-depth understanding of solar PV systems, inverters, net metering, and O&M practices.
• Experience with CRM, ERP, and solar monitoring tools
• Strong leadership, analytical, and communication skills.
• Willingness to travel across regions as needed.