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Alfa Laval
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Customer Success Specialist - Thermal Products

Customer Success Specialist - Thermal Products

Alfa Laval

7 - 11 years

11 - 16 Lacs

pune

Posted:10 hours ago| Platform:

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Skills Required

accounts receivable erp sap oracle inform customer service rpg erp implementation equipment as400 engineering accounting root cause analysis coordination sql excel industrial movex material management procurement rpgle communication skills crm

Work Mode

Work from Office

Job Type

Full Time

Job Description

(1) Root Cause Analysis & Reliability

Lead Root Cause Analysis (RCA) for customer issues to ensure market reliability.
Document findings and share preventive measures with customers and internal teams.

(2) Product Connectivity & Digitalization

Initiate and implement Smart GPHE Connectivity solutions to enable predictive maintenance and real-time monitoring.
Promote digital tools and connectivity features to customers and internal teams.

(3) Audits & Performance Monitoring

Analize Installed Based and Execute Visual Condition Audits and Performance Audits in collaboration with Sales and Field Service teams.
Analyse audit findings and recommend corrective actions to improve reliability.

(4) Continuous Improvement & Cost Optimization

Drive redesign projects , OPEX savings , and Energy Hunter programs with Sales teams.
Identify opportunities for energy efficiency and operational cost reduction.

(5) Technical Support

Provide technical assistance to Sales, Field Service, and Sales Support teams.
Support claim resolution by analysing technical aspects and providing recommendations.

(6) Knowledge Enablement & Training

Drive product knowledge across internal teams (Sales, Service) and external customers.
Conduct training sessions on best maintenance practices for thermal products.

(7) Customer Engagement & Market Development

Accompany Sales teams on visits to key accounts to strengthen relationships.
Identify market needs and create new offerings aligned with customer requirements.

(8) Global & Local Alignment

Collaborate with global colleagues to implement global initiatives locally.
Ensure alignment with local business unit plans while leveraging global best practices.

(9) Driving Value & Delivering Success

"Drive customer success by delivering tailored service offerings that maximize product value and ensure seamless adoption."
"Empower businesses with proactive support and innovative service solutions to optimize performance and accelerate outcomes."

Competencies

Technical & Professional Skills

Experience in order handling, supply chain, logistics, or production coordination.
Understanding of technical products (mechanical, industrial, engineered equipment preferred).
Experience with ERP systems (Movex, SAP, D365 or similar).
Basic commercial and contract knowledge (pricing, Incoterms, payment terms).
Ability to read and understand technical documents (drawings, specs, BOMs) is a merit.

Soft Skills

Strong communication and customer service mindset.
High level of accuracy, structure, and follow-through.
Ability to manage multiple tasks in parallel and prioritize effectively.
Ability to learn new processes and systems as per requirement.
Strong coordination ability across functions (Sales, Engineering, Planning, QA, Logistics).
Capture details during project execution and track action points with concern person till closure.
Problem-solving skills and proactive attitude. Lead team of CFT members, analyze problems, identify root causes, evaluate options, and implement effective solutions and work on proposed solutions

Experience:

7 to 11 years of experience in order handling, production/supply chain roles or customer service.
Experience with engineered/ETO products is an advantage

Education:

Degree in Business Administration, Supply Chain, Engineering (BE/B-tech Mechanical or other engineeing), or equivalent work experience.

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