General Manager Operations

Position SummaryWe are seeking a dynamic and strategic General Manager of Operations to lead and oversee our entire Aftersales, Field Operations, and Maintenance division. This pivotal role is responsible for ensuring the highest levels of service delivery, operational efficiency, and profitability across our portfolio of power solutions (Diesel Generators, UPS, Solar, Gas Generators). The ideal candidate will be a hands-on leader with deep technical expertise, exceptional business acumen, and a proven track record in managing large-scale service operations and workshops.Key Responsibilities1. Strategic Leadership & Business Management:Develop and execute the strategic operational plan for the aftersales division, aligning with the company's overall business objectives.Drive the P&L for the aftersales and maintenance business, focusing on revenue growth, cost control, and profitability.Set and monitor Key Performance Indicators (KPIs) for the entire operations team, including First-Time Fix Rate, Mean Time to Repair (MTTR), Service Revenue, Technician Productivity, and Customer Satisfaction (CSAT/NPS).Prepare and manage the annual operational budget and forecasts.2. Operational Excellence & Service Delivery:Oversee all field service operations, preventive maintenance schedules, and corrective maintenance for a diverse fleet of power assets.Ensure all maintenance and repair activities comply with company standards, manufacturer specifications, and local safety regulations.Implement and continuously improve standardized operating procedures (SOPs) for installation, commissioning, and servicing of all products (Diesel Gensets, UPS, Solar, Gas Gensets).Manage resource allocation (technicians, vehicles, tools) to optimize service coverage and response times across the region.3. Workshop & Technical Hub Management:Provide direct leadership to the workshop manager, ensuring efficient workflow for repairs, overhauls, and component refurbishment.Oversee workshop inventory, including spare parts, tools, and test equipment, ensuring optimal stock levels to support field operations without excessive capital tie-up.Ensure the workshop maintains the highest standards of quality, safety, and cleanliness.4. Technical Expertise & Quality Assurance:Act as the ultimate technical authority and escalation point for complex issues across all product lines.Stay abreast of technological advancements in generator sets, UPS systems, solar inverters, and battery storage.Institute a robust Quality Assurance (QA) program to audit completed jobs and ensure workmanship meets defined standards.Drive root cause analysis for major equipment failures and implement corrective actions.5. Team Leadership & Development:Lead, mentor, and develop a large team of Service Managers, Supervisors, Field Engineers, Technicians, and Workshop staff.Foster a culture of high performance, accountability, safety, and continuous learning.Identify skill gaps and coordinate technical training and certification programs for the team.Manage performance reviews, goal setting, and career development plans for direct reports.6. Client & Stakeholder Management:Serve as a key point of contact for major clients and strategic accounts, ensuring their operational needs are met and relationships are strengthened.Collaborate with the Sales and Business Development teams to support new contract acquisition and client retention.Liaise with OEM partners and suppliers to ensure technical support and favorable commercial terms.7. Health, Safety, and Environment (HSE):Champion a zero-accident culture by enforcing strict adherence to HSE policies and procedures.Ensure all team members are trained and equipped to perform their duties safely.Lead incident investigations and implement preventive measures.Qualifications and ExperienceEssential:Bachelor's degree in Mechanical Engineering, Electrical Engineering, or a related field. A Master's degree or MBA is a significant advantage.Minimum of 12-15 years of progressive experience in operations and maintenance management, with at least 8 years in a senior leadership role (e.g., Head of Operations, Regional Service Manager).Must have deep, hands-on technical knowledge and management experience in at least three of the following: Diesel Generators, UPS Systems, Solar PV & Inverter Systems, and Gas Generators.Proven P&L management experience with a strong understanding of financial metrics and budgeting.Demonstrated experience in managing a large, mobile field service team and a central workshop.In-depth knowledge of HSE standards and practices in a technical/industrial environment.Desirable:Professional Engineer (PE) certification or equivalent.Project Management Professional (PMP) or similar certification.Experience working with major OEMs (e.g., Cummins, Caterpillar, Perkins, Kohler, SMA, Victron Energy, Eaton, Emerson).Key Competencies and SkillsStrategic Thinker: Ability to see the big picture and translate strategy into actionable operational plans.Results-Driven: Strong focus on achieving and exceeding operational and financial targets.Leadership & People Management: Inspirational leader who can motivate, develop, and retain top talent.Problem-Solving & Analytical Skills: Excellent ability to analyze complex technical and operational problems and implement effective solutions.Communication & Interpersonal Skills: Exceptional verbal and written communication skills, with the ability to interact effectively at all levels, from technicians to C-suite executives and key clients.Customer-Centric: A relentless focus on delivering exceptional customer service.Change Management: Ability to drive process improvements and manage organizational change effectively.