Designation - customer support engineer

Experience 9-12 years

industry prefarance - aerospace/ manufacturing

KEY RESPONSIBILITIES

A. Customer Relationship & Satisfaction Leadership

– Own and manage the full portfolio of assigned customers, ensuring 100% of turnover is actively

followed and served.

– Organize and lead the processing of customer requests, suggestions, complaints and needs, ensuring

timely, closed-loop resolution.

– Be highly available and proactive toward customers, anticipating needs before they become issues.

– Ensure customer loyalty through proximity, responsiveness and consistent delivery of commitments.

– Lead periodic conference calls and business reviews with customers and manage collaboration through

their e-platforms and supplier portals.

– Review and drive improvement of customer score cards to achieve and sustain required customer

performance ratings.

– Act as the senior escalation point for critical customer issues, coordinating rapid response and

recovery.

B. Order & Delivery Management

– Animate, coordinate and follow customer orders through receiving, processing and export activities.

– Manage customer orders end-to-end, including order review and formal order acceptance.

– Coordinate across all sectors — Planning, Production, Quality, Procurement and Logistics — to ensure

quality and on-time deliveries.

– Follow and manage offsets, backlogs and open commitments, driving them to closure.

– Assist in reducing throughput / cycle time and lead-time improvement initiatives.

C. Commercial, Costing & Margin Management

– Control and monitor account margins, taking ownership of margin performance rather than only





supporting it.

– Lead price-increase and commercial negotiations with customers to optimize profitability.

– Construct and validate global costings, including identification of raw-material and special-process

sources.

– Contribute to the development of the account and business plan.

D. Cross-Functional Coordination & Industrialization

– Work closely with the CTO and COO teams on industrialization and productionizing of new and existing

parts.

– Coordinate the introduction of new products and engineering changes from quotation through to serial

delivery.

– Continuously update knowledge of the market, competitors and the Company's positioning.

E. Quality, Compliance & Customer Audits

– Represent the Company and lead the facilitation of customer qualification and quality audits.

– Ensure customer requirements, specifications and special process (e.g. NADCAP) flow-downs are

correctly captured and met.

– Support root-cause analysis and corrective action (e.g. 8D) for customer complaints and non-

conformances.

F. Reporting, Dashboards & Business Planning

– Establish and maintain the dashboards required by the C.C.S.O. for account and function performance.

– Prepare weekly reporting to the Executive Director / Business Development and monthly reports to the

CEO.





– Present account status, risks and opportunities in management and customer reviews.

G. Team Leadership & People Development

– Guide, mentor and review the work of Customer Service Engineers and Assistant Customer Service

Engineers.

– Set priorities, share best practices and build customer-service capability across the team.

– Deputize for the C.C.S.O. on customer matters when required.

H. Continuous Improvement & Risk Management

– Identify and mitigate delivery, quality and commercial risks across the customer portfolio.

– Drive continuous improvement actions that raise service levels, reduce cost and shorten cycle time.

COMPETENCIES & SKILLS

Technical

– Strong command of the Company's manufacturing techniques and processes.

– Ability to read engineering drawings and GD&T; familiarity with special processes and material sources.

– Knowledge of aerospace quality standards (e.g. AS9100) and customer supplier portals / e-platforms.

– Costing, margin analysis and proficiency with ERP and reporting / dashboard tools.

– Understanding of export documentation and Incoterms.

Behavioural & Leadership

– Excellent communicator in English, written and spoken; confident in customer-facing settings.

– Solid technical–commercial acumen and the ability to propose and defend account strategy to the

C.C.S.O.

– Leadership, mentoring and cross-functional coordination skills.

– Proactive, customer-obsessed, and effective under pressure with strong ownership and

Pay: ₹2,000,000.00 - ₹3,000,000.00 per year

Work Location: In person

📌 Customer Support Engineer (Bengaluru)
🏢 jobmatchmaker consultancy
📍 Bengaluru