Manager Customer Service

1. . Should have hands on working experience of Special Purpose Machines CNC General Purpose Machines- HMCs VTLs.
2. Should have strong ability to read understand Mechanical drawings.
3. Should have strong ability to read understand Hydraulic Pneumatic circuits.
4. Should have knowledge of Geometric test chart and alignment checking.
5. Should have flair ability for in-depth trouble shooting analysis of field problems.
6. Should be conversant with QC tools, why-why analysis, root cause analysis, 8D analysis and problem reporting. Interact with HO - Designs and Assembly for CAPA.
7. Should have knowledge of Cp/ Cpk study and its analysis.
8. Must have hands on experience to commissioning of the different types of CNC PLC controlled machines.
9. Handle independently the field issues, customer complaints and servicing issues.
10. Plan/ schedule preventive maintenance, shut down maintenance at customers sites.
11. Co-ordinate with HO- Designs, Assembly and Customer service for attending field complaints, spares requirement.
12. Communicate with accessories suppliers to resolve problems related to their units problems/ quality issues etc.
13. Attend break down calls on highest priority.

Preferred Experience (Electrical):

1. Basic knowledge of Fanuc, Mitsubishi Siemens CNC controls.
2. Basic knowledge of PLCs like Siemens/Mitsubishi.
3. Exposure of handling variable frequency drives like Control Technique, Mitsubishi, Siemens Danfoss etc.
4. Exposure on checking editing PLC program for above controllers and make correction would be an added advantage.

Other important requirements:

1. Good written spoken English communication skills.
2. Should have good administrative skills with having prior exposure of heading a team of Engineers Technicians (min. team strength 15 above).
3. Should have flair for customer service job be able to understand and address customers need competently.
4. Good soft skills, data management presentation skills are must.
5. Willingness to travel extensively at times at short notices.
6. Ability of in-depth analysis with strong analytical skills.
7. Spoken Languages- English, Hindi. Other regional language would be added advantage.
8. Capability to extend technical support to team (both KIL and extended Service providers team) of Engineers Technicians, Mentor Train the team, Guide the team members in case of critical requirements.
9. Should have experience of Spares Service Management with focus on revenue generation.
10. Should be capable of business case preparation.
11. Should have positive attitude and self-motivated.
12. To be self-starter/ take self-initiative to lead the team from front.
13. Create rapport with Customer s project, production, and maintenance team.
14. Capability to evaluate and bring on board/ handle 3rd party service providers to handle spike load.
15. Should be ready to relocate to Gurgaon (no other locations of NCR) stay in the vicinity of Kennametal office.