Customer Service Manager

ALSTOM; Mumbai; On-site; INR 2,800,000 - 4,200,000; Full time

Job summary

Alstom in Mumbai is seeking a seasoned Customer Service Manager to lead end-to-end customer relationships for Metro Parts, Repairs, Overhaul and Warranty Services. You will coordinate cross-functional teams across Engineering, Supply Chain, Procurement, Quality, Finance, Sales and Operations to improve delivery performance and customer satisfaction.

The role requires 12–14 years of experience in Engineering or Industrial disciplines, with a strong track record in Customer Service, Parts &

Qualifications

• 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

Responsibilities

• Lead end-to-end customer relationship for Metro Parts, Repairs, Overhaul and Warranty Services
• Coordinate Metro Parts, Repairs, Overhaul and Warranty Services
• Drive techno-commercial plans for Propulsion, Bogies and Drives
• Monitor delivery KPIs and lead RCA, action plans, and performance reviews
• Identify customer needs and opportunities and partner with Sales/Business Development
• Support conversion of ad-hoc Parts & Repairs business into long-term agreements and overhaul opportunities
• Coordinate bids, material planning, stock, and logistics costs
• Support reliability improvement and obsolescence solutions with Engineering
• Drive effective use of SAP/GSI and Customer Service tools
• Develop Customer Service competencies within the team
• Ensure compliance with Quality, ISO and EHS requirements

Skills

Customer service management

Leadership

Problem solving

English

Microsoft Office

Communication

Education

Engineering degree

Industrial discipline

Tools

SAP

GSI

Job description

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Customer Service Manager

Company: Alstom

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

• On-time delivery and dispatch
• Contractual milestone achievement
• 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.