Job Description

Position

: Head - Customer Service & Support (CSS) - API Pumps

Location

: India (Pan-India scope)

Industry

: Engineering & Manufacturing - Industrial Pumps

Function

: Aftermarket | Customer Service | Spare Parts Sales

Seniority

: Leadership Role

Company

: One of the Largest Global Indian Manufacturing Conglomerates

Annual Turnover

: ₹4000+ Crores

About the Company

A leading Indian-origin global engineering and manufacturing powerhouse with a strong presence in the industrial pump sector. The company has an annual turnover exceeding
4000 Cr and a strong domestic and international footprint in process equipment and engineering solutions.

Position Overview

We are seeking an experienced and dynamic

Head of Customer Service & Support (CSS)

for the API Pumps division. This is a critical leadership position focused on driving Aftermarket Business including Service, Spares, Repairs, and Customer Relationship Management across India. The ideal candidate will bring deep domain knowledge of API pumps, a strong commercial acumen, and a customer-centric mindset to lead a high-impact team.

Key Responsibilities

Lead the entire CSS function for API Pumps across India (Service, Spares, Warranty, and Technical Support) Drive

spare parts sales

, AMC, retrofits, and other

aftermarket revenue streams

Ensure top-tier

customer satisfaction

, swift resolution of technical/service issues, and field service support Coordinate with the manufacturing and design teams for root cause analysis and product improvement based on customer feedback Build and manage a

PAN India service network

and authorized service centers Implement service KPIs, CRM tools, and digital transformation initiatives in aftermarket support Manage the service team, develop training plans, and build service capabilities for field engineers Drive service-level agreements (SLAs), response time commitments, and adherence to quality norms

Preferred Candidate Profile

Qualification

: B.E./B.Tech in Mechanical Engineering or related field

Experience

: 15+ years, with at least 5 years in a leadership role in CSS for API/Process Pumps or Rotating Equipment Proven track record in aftermarket services and spare parts sales Strong technical understanding of API pumps, rotating equipment servicing, and process industries Excellent leadership, communication, and negotiation skills Willingness to travel across India as required

Why Join

Be part of a respected Indian global brand with high engineering pedigree Opportunity to lead a critical business function with growth accountability Contribute to high-value industrial sectors like oil & gas, chemical, and power Attractive compensation and long-term career prospects
If you or someone you know fits the role and is interested, please reach out with your profile to

Anil Nair

-
nair@shreeconsultancy.com
WhatsApp: +91 9422081211(Thr whatsapp as i am out of country now

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Job Types: Full-time, Permanent

Pay: ₹5,000,000.00 - ₹6,500,000.00 per year

Benefits:

Cell phone reimbursement Commuter assistance Food provided Health insurance Internet reimbursement Leave encashment Life insurance Paid sick time Paid time off Provident Fund
Work Location: In person