Customer Service Manager

GE India Ltd

10 - 15 years

35 - 45 Lacs

gurugram

Posted:4 hours ago| Platform:

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Skills Required

erp sap operational excellence kaizen staffing contract management analytical project planning customer service oracle

Work Mode

Work from Office

Job Type

Full Time

Job Description

Job Description Summary We are currently seeking a skilled and enthusiastic Customer Service Manager who will be responsible for ensuring exceptional customer experiences managing customer inquiries and escalations and driving operational rigor and people management for assigned contracts.

Roles and Responsibilities

Customer Single Point of Contact (SPOC): Serve as the primary contact for customers providing timely and satisfactory resolution of concerns across various support services offered for the assigned region product or coverage area. Develop in-depth knowledge of the assigned region coverage area or product lines including their configurations and installations and act as a direct liaison with internal functions to support customer needs.
Safety & Compliance: Foster a strong safety culture within the team by conducting regular Site Gemba visits and behavioral audits to assess safety practices and identify areas for improvement. Drive the tracking and reporting of leading safety indicators such as Near Misses Hazard Hunt STOP work site inspection and EHS training completion.
Profitability: Meet revenue profit and recovery targets for the assigned accounts. Identify opportunities and collaborate with the commercial team to generate revenue (Tx Opportunities) within the assigned contracts.
Operational Excellence: Ensure high availability and minimize downtime for the assigned contracts. Implement global key performance indicators (KPIs) to improve operational efficiency and performance.
Business Acumen: Proactively anticipate and manage risks related to customers contracts and compliance by identifying potential issues and taking appropriate actions. Independently resolve customer issues and contractual matters using effective problem-solving skills.
Leadership: Manage a team of direct reports including staffing and performance development. Utilize in-depth technical knowledge and analytical thinking to execute policies and strategies. Coach and develop the team providing guidance and support in customer service and contract management. Identify growth opportunities for team members enhance their visibility and support their career development. Demonstrate executive presence and global visibility through assertive communications and effective stakeholder management.

Required Qualifications

Bachelors Degree (or higher education) in Engineering Business or Law;
Demonstrated history of being an EHS champion and driving a zero harm culture in Field Service teams;
Prior experience leading field service teams in South Asia within a cross functional MNC environment;
Demonstrated excellent interpersonal and communication skills; integrative team working style
Overall experience of 10+years required and must have minimum of five years industrial/Wind turbine experience
Strong problem-solving skills with the ability to implement innovative solutions and an open mind for new challenges
Infrequent travel may be required for short periods of time.
Flexible with a can-do attitude and ability to manage a range of tasks with varying time pressures
Fluency in English language (oral and written).

Desired Characteristics

Onshore / Offshore wind service experience;
Experience using ERP systems such as SAP or Oracle (for example);
Experience using project planning tools such as Microsoft Project or Primavera (for example);
Exposure to sourcing and supplier qualification processes
Experience in TQM audits/ Kaizen / PDR
Note:

To comply with US immigration and other legal requirements it is necessary to specify the minimum number of years experience required for any role based within the USA. For roles outside of the USA to ensure compliance with applicable legislation the JDs should focus on the substantive level of experience required for the role and a minimum number of years should NOT be used.

Relocation Assistance Provided: Yes

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