Team Lead - Customer Success

Join Alfa Laval Service Team as aTeam Lead - Customer Success

About the Company:

In Alfa Laval, we are every single day contributing to a more sustainable future for our planet through engineering innovation. Our global team designs and implements the refining, recycling and purifying process that allows our customers to be better themselves. You will find our work in leading applications for water purification, clean energy, food production, waste processing, pharmaceutical development and much more. The people of Alfa Laval enjoy the freedom to pursue ideas and the resources to see those ideas to become reality, in an environment that welcomes drive, courage and diversity. The result is a company where we can all be very proud of what we do.

Our core competencies are in the areas of heat transfer separation, and fluid handling. We are dedicated to optimizing the performance of our customers' processes. Our world-class technologies, our systems, equipment, and services must create solutions that help our customers stay ahead.

Please feel free to peruse our website www.alfalaval.com .

Team Lead - Customer Success

The Team Lead - Customer Success is responsible for leading a dedicated execution team focused on Service Agreements, a key growth engine of the Alfa Laval Service Business. This role ensures the delivery of a superior customer experience through execution excellence of contractual commitments and proactive stakeholder management.

Acting as the bridge between customers, sales teams, service operations, factories, service centres, and product experts, the Team Lead ensures that agreed service levels, equipment uptime, and contractual obligations are delivered consistently and efficiently.

In addition to team leadership, the role directly manages the execution of strategic customer contracts, key accounts, and special projects.

Job Description

Team Leadership & People Development

• Lead, coach, motivate, and develop the Customer Success execution team.
• Allocate workload and resources effectively to ensure operational efficiency.
• Establish performance goals and conduct regular reviews.
• Build a culture of accountability, collaboration, customer centricity, and continuous improvement.

Service Agreement Execution Excellence

• Lead and manage a team responsible for end-to-end execution of Service Agreement orders for the respective area in the India Cluster.
• Ensure contractual commitments are delivered on time, within scope, and with high customer satisfaction.
• Monitor execution milestones and proactively address potential delays or risks.
• Drive execution excellence to ensure a superior customer experience throughout the agreement lifecycle.

Material Planning & Inventory Management

• Drive advanced material planning using sales forecasts and historical consumption trends.
• Ensure timely availability of critical spare parts and service materials.

Stakeholder Management

Coordinate with:

• Parts Distribution Centre
• Service Centres
• Service Operations Teams
• Product & Application Experts
• Finance and Commercial Teams

Conveyor Exchange Pool Management

• Own and manage Conveyor Exchange Pool operations.
• Ensure exchange pool availability supports customer uptime commitments.

Customer Escalation Management

• Manage customer escalations related to execution, material availability, delivery timelines, and service performance.
• Coordinate cross-functional resources to achieve timely resolution.
• Ensure customer communication remains proactive and transparent.

Process Governance & Continuous Improvement

• Ensure adherence to defined execution value-chain processes and standard operating procedures.
• Identify process gaps and drive continuous improvement initiatives.

Commercial & Financial Performance

• Ensure timely order booking and execution tracking.
• Drive on-time invoicing of all Service Agreement activities.

Key Account & Strategic Order Execution

• Personally manage the execution of:
• Strategic customer contracts.
• Large-value service agreement
• Special execution projects

Education:

• Degree in Engineering, Business Administration, or a related field.

Experience:

• Over 7-9 years of total experience, with at least 2-3 years in a team leadership or supervisory role.
• Experience in contract management or aftermarket services, preferably within the industrial equipment, engineering, or manufacturing sectors.
• Hands-on experience managing service agreements, key accounts, or large-scale service projects.
• Experience in material planning, inventory management, and cross-functional stakeholder management.

Skills & Competencies:

• Excellent communication, stakeholder management, and problem-solving abilities.
• Customer-centric mindset with a passion for delivering superior service.
• Ability to drive process improvements and manage escalations effectively.

Reporting to: Sales Development Manager - Service - BD Service & Ocean

"We care about diversity, inclusion and equity in our recruitment processes. We also believe behavioural traits can provide important insights into a candidate's fit to a role. To help us achieve this we apply Pymetrics assessments, and upon application you will be invited to play the assessment game