Customer Service Head - Heavy Machinery Manufacturing

Innorenovate is looking to hire a Customer Service Head for one of its clients into manufacturing of Heavy Machinery for Railways.

OVERVIEW

We are seeking a seasoned Customer Service Head with deep expertise in railway traction products, metro rail systems, and after-sales service operations. The role involves leading PAN-India service teams, managing warranty, AMC, commissioning, and fleet performance, and acting as a single point of contact for key customers including Indian Railways, Metro Corporations, OEMs, and global clients.

KEY RESPONSIBILITIES

Service Leadership & Operations

- Lead PAN-India service operations including zonal engineers, ASPs, and outsourced teams.

- Manage end-to-end service delivery: commissioning, troubleshooting, warranty, AMC, and retrofit projects.

- Ensure fleet availability, service KPIs, safety, and compliance.

Customer & Stakeholder Management

- Act as SPOC for customers for service, AMC, and escalations.

- Manage relationships with Indian Railways (Zonal Railways, CLW, RDSO) and Metro authorities.

- Lead RCA and corrective action for escalations.

Warranty, AMC & Spares

- Manage warranty and fleet performance.

- Lead AMC contracts, renewals, tenders, and commercials.

- Coordinate spares planning, localization, and retrofit solutions.

Technical & Engineering Coordination

- Work closely with Engineering, R&D, Quality, Production, and Supply Chain.

- Support product localization, redesign, and commissioning.

- Oversee testing, inspections, and documentation.

Systems & Reporting

- Handle SAP operations, IREPS portal, service MIS, and RCA reporting.

- Present service dashboards and performance reviews to management.

KEY SKILLS AND QUALIFICATION:

- B.Tech/BE - Electrical Engineering

- Diploma in Electrical Engineering preferred

- Railway Traction & Metro Rail Service Expertise

- Service & commissioning of traction converters, auxiliary converters, VCUs, battery chargers.

- Customer coordination & complaint resolution at senior stakeholder level

- PAN-India team leadership and ASP management

- Warranty, AMC & spares business management

- Global project exposure (Metro / Rail - India & international markets)

- RCA, safety, quality & compliance management

- Strong cross-functional collaboration

- SAP, IREPS portal handling, service documentation & reporting