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 23 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