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. - Strong 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 solid ownership and Pay: ₹2,000,000.00 - ₹3,000,000.00 per year Work Location: In person

📌 Customer Support Engineer (Bengaluru)
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📍 Bengaluru