- Position: Customer Support & Product Training.
- Preferred Experience: Experience in Solar, Inverters, Power Electronics, UPS, or Energy Storage industry preferred
- Desired Qualifications: BE/B.Tech, Electrical/Electronics/Energy + MBA
- Minimum Experience: 5-8 Years
- Reporting: BU Head
- Location: QRG Towers, Sector 126, Noida UP.
Overview:
The Customer Support & Product Training Manager will drive customer success and field readiness for Havells Solar & Battery portfolio by leading advanced technical support, structured product training, and effective closure of complex field escalations.
1.Product Training & Knowledge Management:
- Collaborate with Product Teams, R&D and Sales Team to design and deliver structured product training programs for: Internal sales, service, and channel teams & External installers, EPC partners, and system integrators
- Establish and institutionalize the Havells Certified Installers Program, including certification criteria, training modules, and evaluation mechanisms.
- Develop training content including product manuals, troubleshooting guides, comparison decks, and installation SOPs.
- Serve as the voice of the customer by capturing field learning and service feedback and collaborating with central service and product teams to drive customer success and continuous improvement.
2.Customer Support & Field Enablement:
- Act as the central SPOC for key customer and field feedback, coordinating with R&D, Quality, Manufacturing, and Service partners to resolve product- and system-level issues in a timely manner.
- Track, analyze, and report field failures, warranty trends, and service KPIs, driving structured Corrective and Preventive Actions (CAPA) across functions.
- Support key customer QAP audits, and critical key account issue resolution, ensuring technical readiness and customer confidence.
- Act as Level 2 / Level 3 escalation authority for complex technical issues, leading detailed root cause analysis and implementation of long-term corrective actions.
- Translate field learnings and recurring issues into actionable training insights, continuously enhancing product training content, troubleshooting guides, and SOPs to enable sales, service, and partner teams with real-world, field-driven knowledge.
3.Technical Behavioral & Leadership Skills:
- Strong understanding of: Solar PV systems, grid-tied, hybrid inverters & Lithium-Ion Batteries
- Customer-first mindset with strong problem-solving orientation
- Ability to work across functions in a fast-scaling business
- Excellent communication and training delivery skills
- Structured thinking and data-driven decision-making
