Assistant Manager / Deputy Manager – After Sales Service (LFP / Lithium Batteries)
Department: After Sales Service
Location: Rohini- Delhi/Kundli-Sonipat
Industry: Renewable Energy / Energy Storage / Lithium Battery Systems
Reporting To: Service Head
Role Objective
The role is responsible for managing after-sales service operations for LFP and Lithium battery products, ensuring efficient installation support, troubleshooting, warranty management, and customer satisfaction. The incumbent will work closely with service engineers, R&D, quality, and sales teams to ensure timely resolution of technical issues and seamless post-sales support.
Key Responsibilities
1. After-Sales Service Management
• Manage end-to-end after-sales service operations for LFP and Lithium battery systems.
• Handle customer complaints, troubleshooting, and technical escalations.
• Ensure timely resolution of service tickets and warranty claims.
• Monitor service performance metrics and improve service response time.
2. Technical Support & Troubleshooting
• Provide technical support for battery systems, BMS, and related components.
• Diagnose issues related to battery performance, charging systems, and integration with inverters/EV chargers/energy storage systems.
• Support field teams in resolving installation and operational issues.
3. Service Team Coordination
• Manage and coordinate with field service engineers and service partners.
• Ensure proper service documentation and reporting.
• Conduct technical training for service engineers and channel partners.
4. Warranty & Service Documentation
• Handle warranty claims, replacements, and service records.
• Maintain service reports, RCA (Root Cause Analysis), and corrective action plans.
• Work closely with quality and production teams for product improvement feedback.
5. Customer Relationship Management
• Maintain strong relationships with key customers, distributors, and EPC partners.
• Ensure high levels of customer satisfaction and service quality.
• Support sales teams in technical discussions during pre-sales and post-sales stages.
6. Process Improvement
• Develop and implement service SOPs and best practices.
• Analyze recurring issues and recommend product improvements.
• Support digital service platforms such as CRM/Service ticketing systems.
Key Performance Indicators (KPIs)
• Service response time and closure rate
• Customer satisfaction score (CSAT)
• Warranty claim resolution time
• First-time fix rate
• Reduction in repeat service calls
• Service cost optimization
Required Qualifications
• B.Tech / Diploma in Electrical / Electronics / Mechanical Engineering
• Certifications or exposure to Battery Management Systems (BMS), Energy Storage Systems, or EV batteries preferred.
Experience Required
• 8–10 years of experience in after-sales service / technical support.
• Experience in Lithium-ion batteries, LFP batteries, energy storage systems, EV chargers, solar systems, or power electronics.
• Experience in handling field service teams and customer escalations.
Preferred Industry Background Energy Storage Systems | EV Charging Infrastructure | Solar & Renewable Energy | Lithium Battery Manufacturing | Power Electronics / Inverter Industry