Customer Support

• All contracts performance related activities typically tied to CSA and TX customer sites
• Perform in the role as the interface between the customer and the project team, managing the transfer of information and requests
• Assure timely resolution of issues and keep the customer advised of the progress of the project and negotiate changes and variations and solutions to any issue arising
• Responsible for adherence to contract service, operations, and performance specifications, as well as financial & technical metrics specific to contract
• Perform proposal negotiation, and contract administration functions on assigned proposals / contracts with minimal supervision
• Provide support to manager and senior contracts personnel on assigned contracts function as the liaison for the customer on contract matters
• Developing specialized knowledge in their discipline
• Serves as best practice/quality resource
• Has awareness of latest technical developments in own area and its implication on contracts projections
• Contributes towards strategy and policy development and ensure delivery within area of responsibility
• Uses judgment to make decisions or solve complex tasks or problems in areas of operational/product management, manufacturing, technology, or engineering

Senior Customer Service Manager

• Identify service gaps and implement initiatives to enhance customer satisfaction
• Analyze passenger feedback, complaints, and survey data to identify trends and improvement areas
• Optimize service delivery across all customer touchpoints for consistency and quality
• Develop and monitor customer experience metrics and KPIs
• Collaborate with O&M Contractors and internal teams to align service standards with customer expectations
• Recommend improvements to enhance passenger experience and service quality
• Support the design and execution of customer surveys, feedback systems, and engagement programs
• Ensure timely resolution of customer issues and continuous improvement in response mechanisms
• Monitor service performance and ensure adherence to customer service standards
• Prepare reports and insights for stakeholders and senior management
• Promote a customer-focused culture across operations and service teams

Customer Experience Expert – Metro/Rail

• Assist in reviewing client “Request for Quotes” and support the internal coordination to clarify technical and commercial requirements
• Support follow-up with clients via email or phone under supervision to gather required information and assist in progressing quotations
• Coordinate with internal teams and Coperion Headquarters to track order status and support logistics and documentation processes, including shipment and customs clearance
• Assist in maintaining records, updating trackers, and preparing basic reports related to sales activities
• Provide general administrative and operational support to the team as needed
• Gain exposure to sales processes and contribute to team objectives under guidance

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Senior Customer Service Manager

Customer Experience Expert – Metro/Rail

Customer Support Apprentice