Team Lead - Customer Success

Alfa Laval Mid Europe GmbH; Pune District; On-site; INR 1,500,000 - 2,100,000; Full time

Job summary

Alfa Laval Mid Europe GmbH is seeking a Team Lead – Customer Success to guide the India Cluster execution team and ensure end-to-end service agreement delivery with a strong focus on customer satisfaction. The role emphasizes strategic planning, resource allocation, and continuous improvement across material planning, scheduling, and stakeholder management to enhance uptime and service quality.

Reporting to Sales Development Manager – Service - BD Service & Ocean, the candidate will drive

Qualifications

• Degree in Engineering, Business Administration, or a related field.
• 7-9 years total experience, with at least 2–3 years in a team leadership or supervisory role.
• Experience in contract management or aftermarket services, preferably within industrial equipment, engineering, or manufacturing sectors.
• Hands-on experience managing service agreements, key accounts, or large-scale service projects.
• Experience in material planning, inventory management, and cross-functional stakeholder management.

Responsibilities

• Lead, coach, and develop the Customer Success execution team.
• Allocate workload and resources to ensure operational efficiency.
• Establish performance goals and conduct regular reviews.
• Build a culture of accountability, collaboration, customer centricity, and continuous improvement.
• Lead end-to-end execution of Service Agreement orders for the India Cluster area.
• Ensure contractual commitments are delivered on time, within scope, and with high customer satisfaction.
• Monitor execution milestones and address delays or risks.
• Drive execution excellence for superior customer experience throughout the agreement lifecycle.
• Drive advanced material planning using forecasts and historical consumption trends.
• Ensure timely availability of spare parts and service materials.
• Coordinate with multiple internal teams to support exchange pool availability and uptime commitments.
• Manage customer escalations related to execution, material availability, delivery timelines, and service performance.
• Adhere to execution value-chain processes and SOPs; identify improvement opportunities.
• Ensure timely order booking and execution tracking; on-time invoicing of Service Agreement activities.
• Personally manage execution of strategic contracts, large-value service agreements, and special orders.

Skills

Communication

Stakeholder management

Problem solving

Customer-centric

Process improvements

Escalations

Education

Bachelor's degree in Engineering or Business Administration

Job description

Team Lead – Customer Success

In Alfa Laval, we are every single day contributing to a more sustainable future for our planet through engineering innovation. Our global team designs and implements the refining, recycling and purifying process that allows our customers to be better themselves. You will find our work in leading applications for water purification, clean energy, food production, waste processing, pharmaceutical development and much more. The people of Alfa Laval enjoy the freedom to pursue ideas and the resources to see those ideas to become reality, in an environment that welcomes drive, courage and diversity. The result is a company where we can all be very proud of what we do. Our core competencies are in the areas of heat transfer separation, and fluid handling. We are dedicated to optimizing the performance of our customers' processes. Our world-class technologies, our systems, equipment, and services must create solutions that help our customers stay ahead. Please feel free to peruse our website www.alfalaval.com.

Job Description

Team Leadership & People Development

• Lead, coach, motivate, and develop the Customer Success execution team.
• Allocate workload and resources effectively to ensure operational efficiency.
• Establish performance goals and conduct regular reviews.
• Build a culture of accountability, collaboration, customer centricity, and continuous improvement.

Service Agreement Execution Excellence

• Lead and manage a team responsible for end-to-end execution of Service Agreement orders for the respective area in the India Cluster.
• Ensure contractual commitments are delivered on time, within scope, and with high customer satisfaction.
• Monitor execution milestones and proactively address potential delays or risks.
• Drive execution excellence to ensure a superior customer experience throughout the agreement lifecycle.

Material Planning & Inventory Management

• Drive advanced material planning using sales forecasts and historical consumption trends.
• Ensure timely availability of critical spare parts and service materials.

Stakeholder Management

• Coordinate with: Parts Distribution Centre Service Centres Service Operations Teams Product & Application Experts Finance and Commercial Teams Conveyor Exchange Pool Management Own and manage Conveyor Exchange Pool operations.
• Ensure exchange pool availability supports customer uptime commitments.

Customer Escalation Management

• Manage customer escalations related to execution, material availability, delivery timelines, and service performance.
• Coordinate cross-functional resources to achieve timely resolution.
• Ensure customer communication remains proactive and transparent.

Process Governance & Continuous Improvement

• Ensure adherence to defined execution value-chain processes and standard operating procedures.
• Identify process gaps and drive continuous improvement initiatives.

Commercial & Financial Performance

• Ensure timely order booking and execution tracking.
• Drive on-time invoicing of all Service Agreement activities.

Key Account & Strategic Order Execution

• Personally manage the execution of: Strategic customer contracts. Large-value service agreement Special execution projects.

Education

• Degree in Engineering, Business Administration, or a related field.

Experience

• Over 7-9 years of total experience, with at least 2–3 years in a team leadership or supervisory role.
• Experience in contract management or aftermarket services, preferably within the industrial equipment, engineering, or manufacturing sectors.
• Hands-on experience managing service agreements, key accounts, or large-scale service projects.
• Experience in material planning, inventory management, and cross-functional stakeholder management.

Skills & Competencies

• Excellent communication, stakeholder management, and problem-solving abilities.
• Customer-centric mindset with a passion for delivering superior service.
• Ability to drive process improvements and manage escalations effectively.

Reporting to

• Sales Development Manager – Service - BD Service & Ocean

We care about diversity, inclusion and equity in our recruitment processes.

We also believe behavioural traits can provide important insights into a candidate's fit to a role. To help us achieve this we apply Pymetrics assessments, and upon application you will be invited to play the assessment game #LI-KT1

Every day, we get opportunities to make a positive impact – on our colleagues, partners, customers and society. Together, we’re pioneering the solutions of the future and unlocking the full potential of precious resources. Trusted to act on initiative, we challenge conventional thinking to develop world-leading technologies that inspire progress in vital areas, including energy, food, water and shipping. As we push forward, the innovative, open spirit that fuels our 140-year-old start-up culture and rapid growth also drives our personal growth. So, as we shape a more resourceful, less wasteful world, we build our careers too.