Customer Service Manager

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.