Customer Service Manager

Take on a new challenge and apply your customer service, railway systems, and techno-commercial expertise in our Parts & Overhaul Services business.

You’ll lead the end-to-end customer relationship for Metro Parts, Repairs, Overhaul and Warranty Services, from opportunity identification through order execution, delivery, and payment.

Working closely with Engineering, Supply Chain, Procurement, Quality, Finance, Sales, and Operations, you’ll drive customer satisfaction, delivery performance, business growth, and continuous improvement.

• Managing customer inquiries, orders, returns, complaints, and critical issues
• Coordinating Metro Parts, Repairs, Overhaul and Warranty Services
• Driving techno-commercial plans for Propulsion, Bogies and Drives
• Monitoring delivery KPIs and leading RCA, action plans, and performance reviews
• Identifying customer needs and opportunities and partnering with Sales/Business Development
• Supporting the conversion of ad-hoc Parts & Repairs business into long-term agreements and overhaul opportunities
• Coordinating bids, material planning, stock, and logistics costs
• Supporting reliability improvement and obsolescence solutions with Engineering
• Driving effective use of SAP/GSI and Customer Service tools
• Developing Customer Service competencies within the team
• Ensuring compliance with Quality, ISO and EHS requirements

We value passion and attitude over experience. That’s why we don’t expect you to have every single skill. Instead, we’ve listed some that will help you succeed and grow in this role:

• 12–14 years of relevant experience
• Graduate in Engineering or an Industrial discipline
• Experience in Customer Service, Parts & Overhaul, Repairs, Maintenance, or After-Sales Services
• Knowledge of train parts and sub-assemblies
• Knowledge of Propulsion and Bogie Drives systems
• Strong customer relationship and delivery performance management skills
• Basic knowledge of SAP/GSI
• Understanding of supply chain, inventory, material planning, and MRP
• Good English and Microsoft Office skills
• Strong problem-solving, leadership, and team management capabilities

Railway experience, customer-facing field exposure, Quality/Audit knowledge, and data analytics experience would be advantageous.

You’ll work closely with:

• Parts & Overhaul and Customer Service teams
• Engineering, Supply Chain, Procurement, Quality, Finance, and Operations
• Sales, Business Development, Tender/Bid teams, and Customer Directors
• ISR, Maintenance, RAMS, and Contract Management
• Customer site and maintenance teams
• External suppliers

• Parts & Overhaul performance
• On-time delivery and dispatch
• Contractual milestone achievement
• Customer satisfaction
• QCD performance
• REX implementation and audit results
• EHS and process compliance
• Workload and competency development

Join a dynamic Services environment where you’ll combine customer management, railway technical knowledge, commercial awareness, and operational delivery.

You’ll collaborate across functions, contribute to Metro Parts & Overhaul activities, develop long-term customer solutions, and help continuously improve service performance.