P1

Group Company: Polycab India Ltd Designation: Executive Office Location: Jaipur Position description: The Service Engineer will be responsible for installation support, commissioning, troubleshooting, preventive maintenance, and after-sales service of Polycab Solar Inverters and associated solar power systems. The role requires frequent customer interaction, field visits, technical problem-solving, and coordination with installers, distributors, dealers, and internal teams to ensure high customer satisfaction and system uptime. Primary Responsibilities: 1. Installation & Commissioning Conduct site visits for inverter installation support and commissioning. Verify DC and AC connections, earthing, and safety compliance. Configure inverter parameters, communication settings, and monitoring platforms. Ensure successful synchronization and performance validation of the system. Prepare and submit commissioning reports. 2. Troubleshooting & Breakdown Support Diagnose inverter faults and system performance issues. Analyze alarms, error logs, communication failures, and generation losses. Provide onsite and remote technical support to customers and installers. Coordinate with technical support teams for complex issues. Ensure timely resolution within defined service timelines. 3. Preventive Maintenance Perform scheduled preventive maintenance activities. Inspect electrical connections, protections, ventilation systems, and communication interfaces. Verify inverter performance parameters and system health. Recommend corrective actions to prevent future failures. 4. Customer Support Attend customer complaints and service requests. Educate customers on system operation and best practices. Provide technical guidance on inverter monitoring and maintenance. Maintain high levels of customer satisfaction and professionalism. 5. Warranty & Service Documentation Verify warranty eligibility of reported issues. Create and update service tickets in CRM/service applications. Maintain records of installation, service visits, fault analysis, and corrective actions. Coordinate spare part replacement and RMA processes where applicable. 6. Coordination & Training Support installers, channel partners, and service partners during project execution. Conduct technical training sessions for installers and electricians. Share field feedback with product and quality teams. Assist sales and project teams during customer engagements when required. 7. Digital Service Workflow Update service activities through mobile/service applications. Upload site photographs, commissioning reports, and closure reports. Track open service cases until successful closure. Follow defined escalation procedures for unresolved issues. Key Performance Indicators (KPIs) First-Time Fix Rate (FTFR) Service Ticket Closure TAT Customer Satisfaction Score (CSAT) Commissioning Completion Rate Preventive Maintenance Compliance Warranty Claim Closure Efficiency System Uptime Improvement Behavioral Competencies Customer-centric approach. Strong problem-solving skills. Effective communication. Ownership and accountability. Ability to work independently in field conditions. Team collaboration and coordination.