Job Description

Join us as our Manager - Customer Care cell based in Pune to advance and learn alongside accomplished business leaders to help customers around the world to optimize their processes and enable growth!

About the Company:

In Alfa Laval, we are every single day contributing to a more sustainable future for our planet through engineering innovation. Our global team designs and implements the refining, recycling and purifying process that allow our customers to be better themselves. You will find our work in leading applications for water purification, clean energy, food production, waste processing, pharmaceutical development and much more. The people of Alfa Laval enjoy the freedom to pursue ideas and the resources to see those ideas to become reality, in an environment that welcomes drive, courage and diversity. The result is a company where we all can be very proud of what we do.

Our core competencies are in the areas of heat transfer separation, and fluid handling. We are dedicated to optimizing the performance of our customers' processes. our world-class technologies, our systems, equipment, and services must create solutions that help our customers stay ahead.

Please feel free to peruse our website

Purpose of the Job:

Effective and efficient Handling of customer complaints and claims through:

• Drive claim process within sales company and take appropriate decision to facilitate speedy resolution.
• Conduct a regular follow-up meeting with Divisions, BU and factories.
• Customer Claims management and secure prompt remedial actions by supply of parts, services and equipment as may be required-
• Generate free supply OAs for facilitating supply of parts and services and follow up execution of these supplies
• Frequent review of critical claims and escalate the matter to higher ups team to sort out critical claims.
• Secure learning, improvements replicated across the organization to eliminate repetitive claims.
• Handling the claims as per approved claim process.
• Claim review meeting with relevant stakeholders to expedite the remedial actions and route cause analysis with causative units
• Prepare & circulate summary of customer claims status report on monthly basis to relevant persons in Alfa Laval.

Key Working Relationships

Internal -

Field Service manager -

• Review on Claims status and expedite remedial actions.
• Action plan on handling critical claims.
• Review Corrective action & monitor implementation.
• Review meeting with Causative units for root cause analysis
• Prepare monthly summary for customer claims as per agreed template

Divisional Managers

• Escalation of critical/ long pending/high value claims.
• Cross functional support for prompt handling of critical claims
• Report claim status pertaining to division.
• Follow claim approval process & Signatory as per Policy
• Reporting Root cause analysis including required corrective actions on sales.

Business Unit /Industry/ P&A Managers

• Review of claim status for Business units
• Assistance for cross functional coordination for faster investigation and closer of claims with customer.
• Reporting Root cause analysis there by corrective actions on sales.

Sales team

• Drive for getting required feedback/claim entry formats for claim entry process.
• Communication of claim number, development and status.
• Communication for giving feedback of investigation, root cause & corrective action to solve the issue.
• Drive for investigation process.

Operations

• Review of status on claim investigation and root cause analysis.
• Call for appointing investigating resource, after receipt of claim in ACT tool.
• Drive for immediate supply of components to customer in case of replacement.
• Drive for fast investigation and closure of claims.
• Implementation of corrective actions.
• Reporting root cause analysis including required corrective actions by supply units.

Central AL functions

• Assistance for investigation, both for India supplied and imported products.
• Assistance for immediate supply of replacement components.
• Review of related claims and action plan to sort out the same.
• Informing relevant central stakeholders on root cause analysis findings.
• Support and guidance on claim process.

Finance controller

• Evaluation & allocation of claim cost
• Insurance recovery against claims.
• Reporting of high value claims.

Logistic head & team members

• Timely supply of components to customer

Who you are?

As a Manager - Customer Care cell for our Service Operations team you would be responsible for total customer ownership. You will be responsible for Decisions on acceptance on claims and claim cost. Providing Recommendation for free supply of spares and services to BU and Divisional managers.

What you can be?

• Graduate Engineer (Mechanical or Chemical) from reputed institutes
• Knowledge of Alfa Laval products and applications
• Minimum 5 to 8 years with relevant experience will be a preference.
• Knowledge of Health, Safety & Environment in industrial manner.
• pertaining to logistic transactions Lean six sigma certifications (GB)
• Basic Knowledge on Alfa Laval products will be added advantage.
• Previous experience in claim management will be preferred.
• Project management skills will be added advantages.
• Basic to advanced knowledge of Microsoft package (Outlook, Excel, word, PowerPoint, Analytics tools like PowerBi)
• Knowledge on ERP systems
• Having Service Background and local residence will be added advantage for us.
• Good communication skills and cross functional coordination skills

Why should you apply?

• We offer you an interesting and challenging position in an open and friendly environment where we help each other to develop and create value for our customers.
• Exciting place to build a global network with different nationalities to mingle and to learn.
• Your work will have a true impact on Alfa Laval's future success, you will be learning new things every day.
• In this role you will be reporting to Service Operations Manager