Designation - customer support engineer
Experience 9-12 years
industry prefarance - aerospace/ manufacturing
KEY RESPONSIBILITIES
A. Customer Relationship & Satisfaction Leadership
– Own and manage the full portfolio of assigned customers, ensuring 100% of turnover is actively
followed and served.
– Organize and lead the processing of customer requests, suggestions, complaints and needs, ensuring
timely, closed-loop resolution.
– Be highly available and proactive toward customers, anticipating needs before they become issues.
– Ensure customer loyalty through proximity, responsiveness and consistent delivery of commitments.
– Lead periodic conference calls and business reviews with customers and manage collaboration through
their e-platforms and supplier portals.
– Review and drive improvement of customer score cards to achieve and sustain required customer
performance ratings.
– Act as the senior escalation point for critical customer issues, coordinating rapid response and
recovery.
B. Order & Delivery Management
– Animate, coordinate and follow customer orders through receiving, processing and export activities.
– Manage customer orders end-to-end, including order review and formal order acceptance.
– Coordinate across all sectors — Planning, Production, Quality, Procurement and Logistics — to ensure
quality and on-time deliveries.
– Follow and manage offsets, backlogs and open commitments, driving them to closure.
– Assist in reducing throughput / cycle time and lead-time improvement initiatives.
C. Commercial, Costing & Margin Management
– Control and monitor account margins, taking ownership of margin performance rather than only
supporting it.
– Lead price-increase and commercial negotiations with customers to optimize profitability.
– Construct and validate global costings, including identification of raw-material and special-process
sources.
– Contribute to the development of the account and business plan.
D. Cross-Functional Coordination & Industrialization
– Work closely with the CTO and COO teams on industrialization and productionizing of new and existing
parts.
– Coordinate the introduction of new products and engineering changes from quotation through to serial
delivery.
– Continuously update knowledge of the market, competitors and the Company's positioning.
E. Quality, Compliance & Customer Audits
– Represent the Company and lead the facilitation of customer qualification and quality audits.
– Ensure customer requirements, specifications and special process (e.g. NADCAP) flow-downs are
correctly captured and met.
– Support root-cause analysis and corrective action (e.g. 8D) for customer complaints and non-
conformances.
F. Reporting, Dashboards & Business Planning
– Establish and maintain the dashboards required by the C.C.S.O. for account and function performance.
– Prepare weekly reporting to the Executive Director / Business Development and monthly reports to the
CEO.
– Present account status, risks and opportunities in management and customer reviews.
G. Team Leadership & People Development
– Guide, mentor and review the work of Customer Service Engineers and Assistant Customer Service
Engineers.
– Set priorities, share best practices and build customer-service capability across the team.
– Deputize for the C.C.S.O. on customer matters when required.
H. Continuous Improvement & Risk Management
– Identify and mitigate delivery, quality and commercial risks across the customer portfolio.
– Drive continuous improvement actions that raise service levels, reduce cost and shorten cycle time.
COMPETENCIES & SKILLS
Technical
– Strong command of the Company's manufacturing techniques and processes.
– Ability to read engineering drawings and GD&T; familiarity with special processes and material sources.
– Knowledge of aerospace quality standards (e.g. AS9100) and customer supplier portals / e-platforms.
– Costing, margin analysis and proficiency with ERP and reporting / dashboard tools.
– Understanding of export documentation and Incoterms.
Behavioural & Leadership
– Excellent communicator in English, written and spoken; confident in customer-facing settings.
– Strong technical–commercial acumen and the ability to propose and defend account strategy to the
C.C.S.O.
– Leadership, mentoring and cross-functional coordination skills.
– Proactive, customer-obsessed, and effective under pressure with strong ownership and
Pay: ₹2,000,000.00 - ₹3,000,000.00 per year
Work Location: In person
