Team Lead, Field Service Operations

About the Role

Key Responsibilities

• Lead, mentor, and manage a team of Field Service Technicians across multiple locations.
• Allocate resources, monitor team performance, and ensure adherence to service SLAs.
• Conduct regular training sessions and technical upskilling programs for the field team.
• Establish best practices and standard operating procedures for field operations.

• Partner with Sales Managers to conduct site surveys and technical assessments.
• Evaluate project feasibility and provide recommendations on system design and deployment.
• Support customer discussions by providing technical expertise and solution validation.
• Identify potential installation challenges and recommend mitigation plans.

• Oversee installation and commissioning activities for residential and commercial energy storage systems.
• Act as the primary escalation point for complex technical issues and field troubleshooting.
• Diagnose system failures, analyze root causes, and implement corrective actions.
• Ensure timely resolution of service requests while maintaining high customer satisfaction.

• Provide technical guidance and support to EPC partners, contractors, and installers.
• Ensure compliance with installation standards, safety regulations, and company guidelines.
• Collaborate with Product, Engineering, Sales, and Operations teams to improve deployment efficiency.
• Build strong relationships with customers and key stakeholders.

• Monitor service quality metrics and drive continuous improvement initiatives.
• Capture customer feedback and identify opportunities to enhance service delivery.
• Maintain accurate service records, reports, and technical documentation.
• Implement preventive maintenance and quality assurance measures to reduce field issues.

Required Qualifications

• Bachelor's degree in Electrical Engineering, Electronics Engineering, Renewable Energy, or a related field.
• 8+ years of experience in field service operations, technical support, commissioning, or installation management.
• Prior experience leading field service teams and managing customer-facing operations.
• Strong understanding of energy storage systems, solar systems, power electronics, inverters, batteries, and electrical infrastructure.
• Experience working with EPC partners, contractors, and installation teams.
• Strong troubleshooting, problem-solving, and root cause analysis skills.
• Excellent communication, stakeholder management, and team leadership abilities.
• Willingness to travel extensively for site visits and customer support.

Preferred Qualifications

• Experience in the renewable energy, EV charging, battery energy storage systems (BESS), solar, or power systems industry.
• Knowledge of electrical safety standards, commissioning protocols, and regulatory compliance requirements.
• Certification in project management, electrical systems, or service operations would be an added advantage.

Key Competencies

• Technical Leadership
• Team Management
• Customer Focus
• Problem Solving & Diagnostics
• Stakeholder Management
• Operational Excellence
• Process Improvement
• Decision Making
• Cross-functional Collaboration