Customer Service Manager

Role Overview

The Customer Service Manager will serve as the key liaison between the company and clients involved in metro rail projects. This position demands proactive handling of customer complaints and efficient management of field issues, ensuring retrofit campaigns and warranty processes are executed smoothly to heighten customer satisfaction. Successful candidates will facilitate comprehensive collaboration across multiple departments including service, engineering, quality assurance, and supply chain.

Core Responsibilities

• Manage relationships and act as the main customer contact for assigned metro rail projects.
• Resolve field-related issues and ensure the closure of Non-Conformance Reports (NCRs) promptly.
• Oversee retrofit projects and fleet maintenance initiatives effectively.
• Coordinate tasks across service, engineering, quality, and supply chain teams to ensure alignment and project success.
• Handle warranty claims and Return Merchandise Authorization (RMA) processes.
• Track project progress and provide accurate reporting to stakeholders.
• Conduct meetings and support governance activities related to project delivery.
• Assist in audits and ensure compliance with relevant standards and regulations.

Qualifications and Experience

• Possess a bachelor's degree in engineering, preferably in Mechanical, Electrical, or Mechatronics disciplines.
• Have 8 to 10 years of professional experience, with a background in rail, automotive, or industrial systems.
• Prior exposure to customer support and project coordination roles is essential.

Key Skills and Attributes

• Ability to close complaints and NCRs efficiently within expected timelines.
• Strong focus on adherence to retrofit execution schedules.
• Commitment to ensuring high levels of customer satisfaction and obtaining actionable feedback.
• Skill in reducing recurrence of issues and operational failures.
• Accuracy and punctuality in project status reporting and documentation.
• Willingness to engage frequently with customers, including visits to project sites and depots.
• Flexibility to travel as per project requirements.
• Strong aptitude for coordinating with diverse internal teams.