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Job Description
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: Bachelors 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
Skills
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