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Team Leader-Customer Service

Job Description


Team Leader Customer Services

Kalwa, Mumbai | Siemens Mobility | Full-time

Together we make a difference!

Siemens Mobility is an independent run company of Siemens AG. Its core business includes rail vehicles, rail automation and electrification solutions, turnkey systems, intelligent road traffic technology and related services

In Mobility, we help our customers meet the need for smart mobility solutions. We’re making the lives of people who travel easier and more enjoyable while constantly developing new, intelligent mobility solutions!

Change the future with us

As part of the Mobility Customer Service team the applicant is expected to lead and handle service related activities (technically and/or commercially) for service unit (rolling stock(Electrical & diesel)) assigned to ensure achievement of service performance targets, business goals and implementation of policies, processes and methods

  • Performance targets:-

o   Negotiation & finalization AMC and Spare order

o   Business Conversion & Enquiry Generation

o   Handled techno -commercial issue

o   Managing Customer Relation

  •          Service delivery: -

o   Lead and /or oversee general service-related activities performed by team of professionals and control execution according to organizational guidelines

o   Runs the day-to-day Service business to ensure profitable growth and improvement of Service productivity. Implements agreed delivery and performance standards to ensure consistency in quality and customer satisfaction.

o   Ensure a proficient and capable Service workforce to conduct required service tasks in time and quality

o   Lead and guide team for rolling stock products (electrical & diesel) of Indian railway, should have hands on exposure of the same.

o   Provide the suitable work environment, tools and processes to optimally deliver services to customer and implement people management processes

o   Acts as escalation contact to customers and resolves issues with external and internal partners

o   Negotiates with and manages 3rd party vendors contributing to contractual requirements.

o   Responsible for identifying and hiring top talent to achieve business results.

o   Manages coaches and mentors’ team to achieve best result.

o   Supports team in execution of responsibilities removing barriers when necessary.

o   Responsible for adherence to EHS Policy and Guidelines within the team.

o   Attending failure review meetings of RDSO, Railway HQ & Railway board.

o   Builds sustainable customer relationships to ensure local client growth, satisfaction and retention together with Sales.

o   Supports Sales/Engineering resources in customer meetings.

  • Health, safety & integrity:-

o   Is responsible for health and safety of the local Business Unit/Product Group Service team.

o   Enforces a Service safety and integrity culture throughout the Service organization.

  • People leadership and development:-

o   Ensures that the area of responsibility is properly organized, staffed, skilled and directed. Guides, motivates and develops direct and indirect subordinates.

o   Generation of AMC and spare business

o   Handled techno-commercial issues in co-ordination with commercial team.

o   Managing customer relation

o   Drives consistent development of processes and practices based on customer feedback (Net Promoter Score (NPS)).

Use your skills to move the world forward

·       You should have total experience of 15 years along with Degree in Electronics & Communication Engineering You received a Degree in Electronics & Communication Engineering OR E&E (Electrical Engineering).

  • Experience in service-related field of rolling stock (Electrical and Diesel) of Indian railway will be added advantage)
  • Experienced in managing/coordinating team of professionals in a distributed setup. Prior team handling experience will be an added advantage.
  • Basic knowledge of Power electronics technology and related practices
  • Experience in Rail Transport Industry in Rolling Stock - Propulsion area
  • Strong Customer orientation
  • Good Communication and Presentation Skills.
  • Excellent collaboration and communication skills, with sound know-how on networking technologies.
  • Strong soft personal skill i.e. team player, quick learner, ability to adapt quickly & effectively etc.
  • Dedication towards work.

Make your mark in our exciting world at Siemens

This role is based in Kalwa, Mumbai. You will also get to visit other locations in India and beyond, so you’ll need to go where this journey takes you. In return, you’ll get the chance to work with teams impacting entire cities, countries – and the shape of things to come.

We’re Siemens. A collection of over 379,000 minds building the future, one day at a time in over 200 countries. We're dedicated to equality, and we encourage applications that reflect the diversity of the communities we work in. All employment decisions at Siemens are based on qualifications, merit and business need. Bring your curiosity and inspiration and help us shape tomorrow.

Find out more about mobility at: https://new.siemens.com/global/en/products/mobility.html and about Siemens careers at: www.siemens.com/careers



Organization: Siemens Mobility

Company: Siemens Limited

Experience Level: Experienced Professional

Full / Part time: Full-time

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