Customer Service Manager

Manager- Customer Service (All India)

About Kennametal

With over 80 years as an industrial technology leader, Kennametal Inc. delivers productivity to customers through materials science, tooling and wear-resistant solutions. Customers across aerospace and defense, earthworks, energy, general engineering and transportation turn to Kennametal to help them manufacture with precision and efficiency. Every day approximately 8,700 employees are helping customers in nearly 100 countries stay competitive. Kennametal generated $2.1 billion in revenues in fiscal 2023. Learn more at www.kennametal.com. Follow @Kennametal: Twitter, Instagram, Facebook, LinkedIn and YouTube.

 

Education Qualification:

 

1.B.E. (Mechanical) with a minimum of 10 years of experience in the machine tools industry.
2.Diploma (Mechanical) with minimum 12 years of experience in the machine tool industry.

 

Required Technical Experience (Mechanical):

 

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 Designs, Sourcing and Assembly for CAPA.
7.Should have knowledge/ understanding 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.Should have strong ability to understand the field issues, customer complaints and servicing issues.
10.Plan/ schedule preventive maintenance, shut down maintenance at customers’ sites.
11.Co-ordinate with CFTs for attending field complaints, spares requirement.
12.Communicate with accessories suppliers to resolve problems related to their units’ problems/ quality issues etc. 
13.In-depth knowledge of Spare RFQ to Invoicing handling, Part management with a focus on revenue generation.
14.In-depth knowledge of Maintenance Contracts, AMC and CAMC and service revenue generation. 
15.Knowledge of Automation implementation in service organization and helpdesk management.

Preferred Experience (Electrical):

 

1.Basic understanding of Fanuc, Mitsubishi & Siemens CNC controls. 
2.Basic understanding 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 to critical sites & 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 be capable of business case preparation.
10.Should have positive attitude and self-motivated. 
11.To be self-starter/ take self-initiative to lead the team from front.
12.Create rapport with Customer’s project, production and maintenance team.
13.Capability to evaluate and bring on board/ handle 3rd party service providers to handle spike load.

Equal Opportunity Employer

Experience Level

Mid Level