GM-Service & TRC

 

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 

Implement performance tracking systems 

 

7. Vendor & Partner Management 

Manage third-party service partners 

Ensure service quality compliance across locations 

Key Result Areas (KRA) 

Service Efficiency 

 

Complaint closure time 

First-time fix rate 

 

TRC Effectiveness 

 

Repair success rate 

% reduction in replacement dependency 

 

Product Reliability Feedback 

 

Reduction in repeat failures 

Quality improvement inputs to R&D 

 

Cost Control 

 

Warranty cost reduction 

Service cost per unit 

 

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 

Process-driven execution mindset 

 

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 

Red Flags (Do Not Hire If) 

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