Head - Customer Service

Head - Customer Service

Innorenovate is looking for a Customer Service Lead for one of its clients in Heavy Machinery Industry.

Role Overview:

We are seeking an experienced Customer Service Head to lead and manage the customer service and after-sales function for electrical and railway engineering products. The role is responsible for ensuring a seamless customer experience across order execution, technical support, complaint resolution, warranty services, and long-term customer retention.

Key Responsibilities:

- Lead the customer support team, including customer service executives, after-sales engineers and service coordinators.

- Ensure timely and professional handling of customer queries, complaints and escalations.

- Coordinate with internal departments (sales, production, supply chain, engineering, quality & testing) to resolve customer issues quickly.

- Track customer projects/orders and ensure updates/reporting to customers and internal stakeholders.

- Establish and implement after-sales SOPs, customer service KPIs, SLAs and escalation matrices.

- Oversee warranty claim process, root-cause analysis, documentation and preventive actions.

- Develop customer feedback and service-quality improvement strategies.

- Maintain strong relationships with OEMs, railway, industrial and corporate clients.

- Prepare and present customer service metrics/MIS to management on a weekly/monthly basis.

- Ensure compliance with ISO/RDSO/railway and company quality standards for customer support activities.

- Train, mentor and upskill the support team for product knowledge and professional communication.

Required Skills and Qualification:

- Graduate/Diploma/Engineer in Electrical / Electronics / Instrumentation / Mechanical preferred.

- 8 to 15 years of experience in customer support / after-sales / service operations in electrical, railway, manufacturing or industrial engineering organizations.

- Experience in handling B2B industrial clients; railway sector experience is a strong plus.

- Strong understanding of technical product support, installation, commissioning and warranty services.

- Excellent conflict-resolution, communication and client-relationship skills.

- Ability to coordinate across multiple internal departments and manage urgent escalations.

- Data-driven mindset with experience in service KPIs and reporting.

- Leadership experience-able to manage, motivate and scale a support team.