Customer Service Manager

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