Customer Service Operations Manager

Position Title: Customer Care Manager India

Department: Customer Care

Location: Pune (India)

Reports to: Global Customer Care Manager

Role Overview

The Customer Care Manager for India is responsible for leading and developing the local service organization, ensuring highquality customer support, managing field service teams, and driving continuous improvement in aftersales processes. This role ensures customer satisfaction, supports technical service activities, oversees spare parts operations, and collaborates with global teams to align strategy and standards.

Key Responsibilities

Customer Support & Service Operations

• Manage and supervise the aftersales operations across the Indian market.
• Ensure timely and efficient handling of customer requests, service tickets, and onsite interventions.
• Maintain strong relationships with key customers, ensuring high satisfaction and proactive support.
• Oversee installation, commissioning, maintenance, and troubleshooting activities.
• Own service delivery across India: ticket triage, remote support, and onsite interventions, from installation/commissioning to troubleshooting and preventive maintenance.

Team Leadership

• Lead, mentor, and develop a team of Field Service Engineers
• Organize periodic team meetings, performance reviews, and competency development plans.
• Drive a culture of customer orientation, accountability, and continuous improvement.

Technical Expertise

• Ensure compliance with industry standards, GMP regulations, and company service procedures.
• Support validation activities (IQ/OQ/PQ) where required.
• Collaborate with engineering teams to escalate technical issues and implement product improvements.

Spare Parts & Commercial Support

• Coordinate spare parts quotations, order management, discounts and commercial agreements.
• Optimize pricing, delivery times, and local stock levels together with Procurement and Logistics.
• Support forecasting of service revenues and spare parts consumption.

Strategy & Reporting

• Contribute to defining the aftersales strategy for India, aligned with global objectives.
• Prepare periodic reports on service performance, customer feedback, recurring issues, and KPIs.
• Identify business opportunities for service contracts, upgrades, and valueadded services.

Qualifications & Skills

Required

• Bachelors degree in Engineering (Mechanical, Electrical, Automation) or equivalent.
• 5+ years of experience in aftersales, technical service, or customer support roles.
• Proven experience managing field service teams.
• Strong knowledge of industrial machinery, inspection systems, or automation equipment.
• Familiarity with GMP guidelines and validation protocols (IQ/OQ/PQ).
• Excellent problemsolving and communication skills.
• Fluency in English; Hindi or other regional languages are a plus.1

Preferred

• Experience within pharmaceutical, packaging, inspection or similar regulated industries.
• Previous exposure to multinational organizations.
• Ability to work in a multicultural and highpressure environment.
• Availability to travel frequently across India and periodic trips to Italy for alignment and training

Soft Skills

• Customercentric mindset.
• Leadership and team motivation.
• Strategic thinking and decisionmaking.
• High level of autonomy and sense of ownership.
• Strong organizational and communication skills.