Head of Global Customer Care - Medium Voltage switchgears and Circuit Breakers

Head of Global Customer Care

Location:

Thane, India
Organization:  SI EA QM & GCC AIS & SD THA
Reporting Line:  Global GCC Head;
Local QM Head

Your Role
As  Head of Global Capability Center (GCC) Thane , you are fully responsible for  leading, managing, and developing the local GCC organization in India . You ensure  high-quality second-level customer care services  for  Medium Voltage switchgears  and  Vacuum Circuit Breakers . You actively leverage  digitalization  and  Artificial Intelligence (AI)  to improve  service efficiency ,  product quality , and  customer satisfaction .

You act as a key interface between  customers , the  local GCC , and  global stakeholders  including  Quality Management ,  R&D ,  PLM , and  Operations .

Your Responsibilities

• Overall leadership  of the  local GCC team in Thane  handling  warranty-related topics  and  customer complaints  as  second-level (Level
2) customer support

• Full responsibility for  Level 2 customer complaints , including  root-cause analysis  and implementation of  corrective actions

• Definition and steering of  site activities  such as  remote support ,  dispatching of service technicians , and  on-site product trainings

• Establishment and maintenance of a strong network of relevant  service and training partners

• Planning, execution, and  continuous improvement  of  product installation and operation trainings  for  internal and external customers

• Ensure optimal utilization of  GCC capacity  and balanced  workload planning  in full compliance with  Health, Safety and Environment (HSE)  requirements

• Definition, monitoring, and reporting of relevant  KPIs  (e.g.  manpower allocation ,  budget ,  customer satisfaction )

• Application of  AI-supported analytics  and tools to identify  trends and patterns in customer complaints and warranty data

• Ensure a closed  feedback loop  to  R&D ,  PLM , and  Operations , enabling  data-driven product and process improvements

• Implementation of the  global QM & GCC strategy  at the  Thane location  together with the  Global GCC Head

• Escalation of  critical quality topics  to  Quality Management  and reporting of  major cases  to the  Global GCC Head

• Driving  continuous improvement initiatives  in close collaboration with  Operations ,  Digitalization , and  R&D

Your Profile

• Degree in Mechanical or Electrical Engineering  or a comparable  technical qualification

• Minimum  10 years of site experience , preferably including  leadership responsibility  and  2–3 years of service experience

• Strong  technical expertise  in  installation ,  maintenance , and  repair  of  Medium Voltage switchgears  and  Circuit Breakers

• Professional proficiency in English  and strong command of the  local language

• Good understanding of  digitalization  and  AI-enabled tools  (e.g.  Power BI ,  AI-supported analytics )

• Strong  results orientation  combined with  structured, analytical thinking

• Ability to  manage multiple complex priorities  and balance  competing business needs

• Systematic problem solver  with strong focus on  root-cause analysis  and  data-driven solutions