About this role
Job Purpose
To update, monitor and analyse the status /data of repairing activity /customer complaints.
To handle a team of people and manage the daily plan for the activity.
To ensure the customer satisfaction in all 4 regions of India by providing timely after sales service and support.
To ensure the activity is being carried out in controlled way and to quality standard.
To track, update, monitor and explore the RMU footprints to generate Service and spares revenue.
Job Context
Based at Nashik and by coordinating all regions, would ensure complete customer satisfaction by ensuring the following.
• Providing commissioning and after sales service support to customer on site in all regions.
• Prepare the weekly/monthly plan for repairing units received at factory.
• Training to field staff- Lucy Employees and customers
• Monitor and resolve the customer complaints at site in all regions.
• Tendering and quote for out of warranty refurbishments and spares
• Ensure works are carried out and monitor the quality of work being done on site.
• Communication with the customer for corrective and preventive actions.
• To track and generate the Service and spares revenue.
Job Dimensions
This position will report to AGM- After Sales Service and will be based at Nashik.
Key Accountabilities
These will include:
• Managing the Service function in all 4 regions by coordinating and sending the spare and material on time to site location.
• Managing the Service function rework actions and lead the service team for this activity.
• Schedule and organize the manpower to ensure immediate support to customers.
• Schedule and organize the manpower to ensure proper scheduling of repairing units, both under warranty and Non warranty.
• Monitor and daily reporting of the status of customer complaints.
• Communicate with the customer for complaint acknowledgement, support, and resolution with CAPA.
Qualifications, Experience & Skills
• Bachelor’s Degree Engineering (Electrical) /DME with minimum 5~9 years’ experience in After sales- Commissioning, Services & Spares in similar industries.
• Customer management and Operations.
• Technical knowledge for electrical switchgear and distribution network.
Behavioural Competencies
• Focus on delivery, Team and business development.
• Time Management.
• Good communication skills
Lucy Electric is an international leader in intelligent secondary power distribution products and solutions, with features such as remote operation and monitoring. Linking energy generation to consumption, the business specialises in high-performance medium and low-voltage switchgear for utility, industrial and commercial applications.
Other facts
About Lucy Electric
Lucy Electric is a leader in secondary power distribution solutions with over 100 years’ industry experience. Specialising in high-performance medium voltage switchgear for utility, industrial and commercial applications, we enable the safe and reliable distribution of energy to homes and businesses worldwide.
Our products are at the cutting edge of medium voltage design and innovation, providing switching, protection and distributed automation solutions with reliability, safety and value built-in as standard.
Based in Thame, Oxfordshire, UK, Lucy Electric also has offices in Saudi Arabia, United Arab Emirates, South Africa, Brazil, India and Malaysia, with manufacturing facilities in the UK, United Arab Emirates, Saudi Arabia and India.
Through associations with industrial partners and contractors, we have established an international reputation network in over 50 countries.
What you'll do
- The Senior Service Executive will manage after sales service activities across all regions, ensuring customer satisfaction and timely support. This includes monitoring customer complaints, scheduling repairs, and leading a service team.
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