Job Description (JD) – After Sales & Warranty Manager (Railways) Company: Oriental foundry Pvt Ltd
Position: After Sales & Warranty Manager
Job Loacation: Lucknow UP
Experience Required: 3 to
Salary: As per industry norms
Job Summary:
The After Sales & Warranty Manager will be responsible for managing after-sales support, warranty claims, customer complaints, and coordination with various Railway Zones across India. The role requires regular interaction with RDSO, customers, inspection agencies, and internal departments to ensure timely resolution of technical and warranty-related issues while maintaining high customer satisfaction
Key Responsibilities:
Manage after-sales service activities for railway products supplied to customers across India.
Handle warranty claims, analyze failures, and ensure timely resolution of customer complaints.
Coordinate with all Railway Zones, Production Units, and customer representatives regarding service and warranty matters.
Conduct site visits for inspection, complaint investigation, and technical support.
Liaise with RDSO for technical discussions, approvals, inspections, and compliance requirements.
Prepare and maintain all warranty-related documents, reports, and records.
Monitor and close Non-Conformance Cases (NCF) and customer complaints within stipulated timelines.
Perform Root Cause Analysis (RCA) and implement Corrective and Preventive Actions (CAPA).
Coordinate with Production, Quality, Design, and Dispatch teams to resolve product-related issues.
Prepare MIS reports on complaint status, warranty performance, and service activities.
Maintain strong customer relationships and ensure customer satisfaction.
Track field performance of products and provide feedback for continuous improvement.
Required Skills & Competencies:
1. Strong knowledge of Indian Railways standards, specifications, and operational requirements.
2. Experience in RDSO coordination, inspections, and documentation processes.
3. Expertise in complaint handling, warranty management, and customer relationship management.
4. Sound understanding of NCF management, Root Cause Analysis (RCA), and CAPA methodologies.
5. Excellent technical documentation, reporting, and presentation skills.
1. Strong analytical, problem-solving, and decision-making abilities.
2. Ability to manage multiple stakeholders across geographically dispersed Railway Zones.
3. Knowledge of Indian Railways standards and procedures.
4. Experience in RDSO coordination and documentation.
5. Technical documentation and report preparation.
6. Root Cause Analysis and problem-solving abilities.
7. Excellent communication and coordination skills.
8. Proficiency in MS Office (Excel, Word, PowerPoint)
9. Proficiency in MS Office applications and MIS reporting.
Preferred Industry Experience
1. Railway Components Manufacturing
2. Foundry & Casting Industry
3. Heavy Engineering
4. Rail Infrastructure & Rolling Stock
Key Performance Indicators (KPIs)
1. Timely closure of customer complaints and warranty claims.
2. Reduction in recurring field failures and warranty costs.
3. Customer satisfaction and retention.
4. Compliance with Railway and RDSO requirements.
5. Effective closure of NCFs and implementation of CAPA.
6. Improvement in product reliability and service responsiveness.
Educational Qualification:
Bachelor's Degree/Diploma in Mechanical Engineering, Production Engineering, or related field.
Preferred Experience:
5–10 years of experience in After Sales Service, Warranty Management, or Customer Support in the Railway/Manufacturing industry.
Experience dealing with Railway Zones, RDSO, inspections, and railway documentation is preferred.
Job Location:Lucknow- Uttar Pradesh
Pay: From ₹30,000.00 per month
Work Location: On the road
