Head of Global Customer Care - Medium Voltage switchgears and Circuit Breakers
Siemens•Mumbai, Maharashtra, India
fulltime
Customer Service
10+ years
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