Customer Service Manager

Alstom; Maharashtra; On-site; INR 2,400,000 - 4,200,000; Full time

Job summary

Alstom India is seeking a senior Customer Service lead for Metro Parts, Repairs, Overhaul and Warranty Services. You will own the end-to-end customer relationship from opportunity through order execution, delivery and payment, collaborating with Engineering, Supply Chain, Quality and Sales.

You’ll monitor delivery KPIs, drive techno-commercial plans for Propulsion and Bogies, manage inquiries, orders, returns, and contracts, and help convert ad-hoc business into long-term agreements while

Qualifications

• 12–14 years of relevant experience in customer service or after-sales for railway systems.
• Graduate in Engineering or an Industrial discipline with strong domain knowledge.
• Experience in Customer Service, Parts & Overhaul, Repairs, Maintenance, or After-Sales Services.

Responsibilities

• Manage inquiries, orders, returns, complaints, and critical issues end to end.
• Coordinate Metro Parts, Repairs, Overhaul and Warranty Services.
• Drive techno-commercial plans for propulsion and bogie drives.
• Monitor delivery KPIs, lead RCA, and drive performance reviews.
• Identify customer needs and partner with Sales/BD for opportunities.
• Support conversion of ad-hoc work into long-term agreements and overhaul opportunities.
• Coordinate bids, material planning, stock, and logistics costs.
• Support reliability improvement and obsolescence solutions with Engineering.
• Promote effective use of SAP/GSI and customer service tools.
• Develop customer service competencies within the team.

Skills

Customer Service

Parts & Overhaul

Delivery Management

SAP/GSI

Education

Engineering degree

Tools

SAP

MS Office

Job description

At Alstom, we understand transport networks and what moves people. From high-speed trains, metros, monorails, and trams, to turnkey systems, services, infrastructure, signalling and digital mobility, we offer our diverse customers the broadest portfolio in the industry. Every day, 80,000 colleagues lead the way to greener and smarter mobility worldwide, connecting cities as we reduce carbon and replace cars.

Your future role

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.

We’ll look to you for:

• 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

All about you

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.

Your key network and stakeholders

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

How your success will be measured

• 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

Things you’ll enjoy

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. You don’t need to be a train enthusiast to thrive with us. We guarantee that when you step onto one of our trains with your friends or family, you’ll be proud. If you’re up for the challenge, we’d love to hear from you!

Important to note

As a global business, we’re an equal-opportunity employer that celebrates diversity across the 63 countries we operate in. We’re committed to creating an inclusive workplace for everyone.