Dy. Manager BESS Customer Care

Responsibilities \& Key Deliverables

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Key Responsibilities

Technical Support \& Service Operations

Support field teams during installation, commissioning, testing, and handover of ESS projects.

Conduct preventive and corrective maintenance activities to ensure optimal system performance.

Diagnose and resolve electrical, electronic, communication, inverter, and battery-related faults.

Provide remote technical support and troubleshooting assistance to customers and service partners.

Analyze system performance data and recommend corrective and preventive actions.

Coordinate with engineering and technical support teams for complex issue resolution

Customer Service \& Relationship Management

Respond to customer complaints and service requests within defined Service level Adherance (SLA)

Ensure high levels of customer satisfaction through effective communication

Provide technical training and operational guidance to customers and channel partners

Build and maintain professional relationships with customers, EPC contractors, and channel partners

Act as the primary point of contact for customer service escalations

System Monitoring \& Reporting

Monitor ESS performance through SCADA, EMS, BMS, and remote monitoring platforms

Prepare and submit installtion reports, service reports, preventive maintenance reports and failure analysis reports

Track warranty claims and co-ordinate closure with internal stakeholder

Maintain accurate records of service activities, equipment history and spare parts utilization

Escalate critical issues promptly to technical and management team

Safety \& Compliance

Ensure adherence to electrical safety standards, statutory requirements and company EHS policies

Follow prescribed battery handling, storage, transportation, and disposal guidelines

Conduct site safety assessments before performing service activities

Promote a zero-incident safety culture across all service operations

Spare Parts \& Inventory Management

Coordinate with warehouse and supply chain teams for availability of critical spares.

Monitor field inventory and manage replacement parts efficiently.

Ensure optimum stock levels to support service response commitments

Track spare sonsumption trends and recommend inventory management

Experience

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2 to 5 years of experience in after-sales service, technical support, commissioning or field service.

Prior experience in Energy Storage System (ESS / BESS) is prefered

Industry Preferred

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BESS

Qualifications

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Bachelor degree or Diploma in electrical or electronics or a related discipline

General Requirements

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Ready to do extensive doemstic travel

Electrical Safety Certification.

Battery Energy Storage System (BESS) training

Valid driving licence and readiness for field assigments preferred

Our commitment to Diversity, Equity, and Inclusion

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At Mahindra and Mahindra Limited, we believe that diversity drives innovation, and inclusion is at the heart of everything we do. We are committed to cultivating a workplace where every individual feels valued, respected, and empowered to thrive.We are proud to be an Equal Opportunity Employer. All qualified applicants will be considered for employment without regard to age, caste, race, religion, color, ethnic origin, gender identity, nationality, physical or mental disability, medical condition, sexual orientation, educational background, marital or domestic partnership status, pregnancy or childbirth, veteran status, citizenship status, ancestry, financial status, or any other personal characteristic protected by applicable law.We actively encourage candidates from all backgrounds to apply and bring their unique perspectives to our teams. We are committed to ensuring an accessible and inclusive experience for all applicants.Together, we rise by embracing differences and building a future that reflects the communities we serve.

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