Manager- Customer Service (All India)

About Kennametal

With over 80 years as an industrial technology leader, Kennametal Inc. delivers productivity to customers through materials science, tooling and wear-resistant solutions. Customers across aerospace and defense, earthworks, energy, general engineering and transportation turn to Kennametal to help them manufacture with precision and efficiency. Every day approximately 8,700 employees are helping customers in nearly 100 countries stay competitive. Kennametal generated $2.1 billion in revenues in fiscal 2023.

Qualifications

• B.E. (Mechanical) with a minimum of 10 years of experience in the machine tools industry.
• Diploma (Mechanical) with minimum 12 years of experience in the machine tool industry.

Responsibilities

• Hands-on working experience of Special Purpose Machines & CNC General Purpose Machines (HMCs & VTLs).
• Strong ability to read and understand mechanical drawings, hydraulic, and pneumatic circuits.
• Knowledge of geometric test charts and alignment checking.
• In-depth troubleshooting analysis of field problems using QC tools, why-why analysis, root cause analysis, and 8D analysis.
• Interact with Design, Sourcing, and Assembly teams for CAPA (Corrective and Preventive Actions).
• Knowledge and understanding of Cp/Cpk study and its analysis.
• Hands-on experience in commissioning different types of CNC and PLC-controlled machines.
• Understand field issues, customer complaints, and servicing issues.
• Plan and schedule preventive maintenance and shutdown maintenance at customer sites.
• Coordinate with cross-functional teams (CFTs) for attending field complaints and spares requirements.
• Communicate with accessories suppliers to resolve unit-related problems or quality issues.
• Manage spare parts from RFQ to invoicing, focusing on revenue generation.
• In-depth knowledge of maintenance contracts, AMC, CAMC, and service revenue generation.
• Implement automation in service organizations and manage helpdesk operations.
• Provide technical support, mentor, and train teams (both Kennametal and extended service providers).
• Prepare business cases and evaluate third-party service providers for handling workload spikes.
• Build rapport with customer project, production, and maintenance teams.

Skills

• Good written and spoken English communication skills.
• Administrative skills with prior experience leading a team of 15+ engineers and technicians.
• Customer service orientation with the ability to address customer needs competently.
• Strong soft skills, data management, and presentation abilities.
• Willingness to travel to critical sites, sometimes at short notice.
• Strong analytical skills for in-depth problem analysis.
• Proficiency in English and Hindi; regional language skills are an added advantage.
• Positive attitude, self-motivation, and ability to take initiative.

Preferred Experience

• Basic understanding of Fanuc, Mitsubishi, and Siemens CNC controls.
• Basic understanding of PLCs like Siemens and Mitsubishi.
• Exposure to variable frequency drives (e.g., Control Technique, Mitsubishi, Siemens, Danfoss).
• Experience in checking and editing PLC programs for troubleshooting and corrections.