Team Lead - Customer Success
Manufacturing & Production · Production & Assembly · Manufacturing Engineering
In short
Alfa Laval is seeking a Team Lead - Customer Success in Pune to lead a team focused on Service Agreements and drive execution excellence for a superior customer experience. This role involves team leadership, service agreement execution, material planning, stakeholder management, and handling customer escalations, requiring over 7-9 years of experience.
Responsibilities
- Lead, coach, motivate, and develop the Customer Success execution team.
- Allocate workload and resources effectively to ensure operational efficiency.
- Establish performance goals and conduct regular reviews.
- Build a culture of accountability, collaboration, customer centricity, and continuous improvement.
- Lead and manage a team responsible for end-to-end execution of Service Agreement orders for the respective area in the India Cluster.
- Ensure contractual commitments are delivered on time, within scope, and with high customer satisfaction.
- Monitor execution milestones and proactively address potential delays or risks.
- Drive execution excellence to ensure a superior customer experience throughout the agreement lifecycle.
- Drive advanced material planning using sales forecasts and historical consumption trends.
- Ensure timely availability of critical spare parts and service materials.
- Coordinate with Parts Distribution Centre, Service Centres, Service Operations Teams, Product & Application Experts, Finance and Commercial Teams.
- Own and manage Conveyor Exchange Pool operations.
- Ensure exchange pool availability supports customer uptime commitments.
- Manage customer escalations related to execution, material availability, delivery timelines, and service performance.
- Coordinate cross-functional resources to achieve timely resolution.
- Ensure customer communication remains proactive and transparent.
- Ensure adherence to defined execution value-chain processes and standard operating procedures.
- Identify process gaps and drive continuous improvement initiatives.
- Ensure timely order booking and execution tracking.
- Drive on-time invoicing of all Service Agreement activities.
- Personally manage the execution of strategic customer contracts, large-value service agreements, and special execution projects.
Requirements
- Degree in Engineering, Business Administration, or a related field.
- Over 7-9 years of total experience, with at least 2–3 years in a team leadership or supervisory role.
- Experience in contract management or aftermarket services, preferably within the industrial equipment, engineering, or manufacturing sectors.
- Hands-on experience managing service agreements, key accounts, or large-scale service projects.
- Experience in material planning, inventory management, and cross-functional stakeholder management.
- Excellent communication, stakeholder management, and problem-solving abilities.
- Customer-centric mindset with a passion for delivering superior service.
- Ability to drive process improvements and manage escalations effectively.
Benefits
- Opportunity to contribute to a sustainable future through engineering innovation.
- Freedom to pursue ideas and resources to make them a reality.
- Environment that welcomes drive, courage, and diversity.
- Opportunity to be proud of the work done.
- Pymetrics assessments are applied in recruitment processes.
- Upon application, candidates will be invited to play the assessment game.
#customer success#team lead#service agreements#engineering#business administration
Company
Alfa Laval
Job Posted
1 week ago
Employment Type
Full Time
WorkMode
On Site
Experience Level
Mid-Senior
Locations
Pune, India
Qualification
Undergraduate, Bachelor, Master
Applicants
Be an early applicant