Customer service manager

Knorr-Bremse India Pvt. Ltd. · Palwal, India

Role : Customer Complaint Manager

Department : Sales & Marketing

About the Role

The ideal candidate is responsible to act as the primary customer interface for assigned metro rail projects and ensure timely resolution of field issues, execution of retrofit campaigns, warranty management, and customer satisfaction. The role is critical in driving end-to-end coordination between customer, service, engineering, quality, and supply chain teams.

Experience: 9 to 15 years

Responsibilities Customer Interface & Relationship Management Field Issue Resolution & NCR Closure Retrofit & Fleet Management Cross-functional Coordination Warranty & RMA Management Project Tracking & Reporting Meetings & Governance Audit & Compliance Support

Qualifications Education: Bachelor’s degree in engineering (Mechanical / Electrical / Mechatronics preferred) Experience: 8–10 years in: Rail / Automotive / Industrial systems Customer support / project coordination roles

Required Skills Timely closure of complaints and NCRs Adherence to retrofit execution timelines Customer satisfaction and feedback Reduction in repeat issues/failures Accuracy and timeliness of reporting

Preferred Skills Frequent interaction with customers, including site/depot visits Travel required based on project needs High coordination across multiple internal functions