Job Role :

The Customer Success Specialist – Thermal Products will be responsible for driving customer success initiatives for thermal products including GPHE, Welded, and Semi-Welded solutions within the After-Sales and Service business. This role ensures product reliability, customer satisfaction, and operational excellence through proactive engagement, technical expertise, and collaboration with internal and global teams.

Key Responsibilities:

(1) Root Cause Analysis & Reliability

• Lead Root Cause Analysis (RCA) for customer issues to ensure market reliability.
• Document findings and share preventive measures with customers and internal teams.

(2) Product Connectivity & Digitalization

• Initiate and implement Smart GPHE Connectivity solutions to enable predictive maintenance and real-time monitoring.
• Promote digital tools and connectivity features to customers and internal teams.

(3) Audits & Performance Monitoring

• Analize Installed Based and Execute Visual Condition Audits and Performance Audits in collaboration with Sales and Field Service teams.
• Analyse audit findings and recommend corrective actions to improve reliability.

(4) Continuous Improvement & Cost Optimization

• Drive redesign projects, OPEX savings, and Energy Hunter programs with Sales teams.
• Identify opportunities for energy efficiency and operational cost reduction.

(5) Technical Support

• Provide technical assistance to Sales, Field Service, and Sales Support teams.
• Support claim resolution by analysing technical aspects and providing recommendations.

(6) Knowledge Enablement & Training

• Drive product knowledge across internal teams (Sales, Service) and external customers.
• Conduct training sessions on best maintenance practices for thermal products.

(7) Customer Engagement & Market Development

• Accompany Sales teams on visits to key accounts to strengthen relationships.
• Identify market needs and create new offerings aligned with customer requirements.

(8) Global & Local Alignment

• Collaborate with global colleagues to implement global initiatives locally.
• Ensure alignment with local business unit plans while leveraging global best practices.

(9) Driving Value & Delivering Success

• "Drive customer success by delivering tailored service offerings that maximize product value and ensure seamless adoption."
• "Empower businesses with proactive support and innovative service solutions to optimize performance and accelerate outcomes."

Competencies

Technical & Professional Skills

In-depth knowledge of GPHE, Welded, and Semi-Welded heat exchangers.

Proficiency in troubleshooting and reliability improvement techniques.

Ability to perform thermal calculations for sizing and selection of heat exchangers.

Ability to drive conduct visual condition audits and performance audits.

Understanding of energy-saving programs and cost optimization strategies.

Familiarity with IoT-based monitoring and predictive maintenance systems.

Prepare detailed reports for audits, RCA, and claim support.

Ability to implement global initiatives locally in line with BU plans.

Soft Skills

Ability to clearly convey technical concepts to both technical and non-technical audiences.

Strong written and verbal communication for reports, presentations, and customer interactions

Build trust and long-term relationships with key accounts.

Handle customer concerns with empathy and professionalism.

Work seamlessly with Sales, Service, and global teams in a matrix organization.

Foster a cooperative environment to achieve shared goals.

Quickly analyze issues, identify root causes, and propose practical solutions.

Take initiative in driving projects and customer success programs without constant supervision.

Comfortable working in diverse cultural and business environments.

Experience:

7 to 11 years of experience in Thermal Capital Sales or After-Sales, Service, or Technical Support roles within thermal systems or industrial equipment.

Added Advantage:

Experience in energy optimization programs and OPEX saving initiatives.

Education:

Degree in Engineering (BE/B-tech Chemical or Mechanical or other engineering), or equivalent work experience.

Certifications in Heat Exchanger Design, Energy Efficiency, or Reliability Engineering

Knowledge of Six Sigma, Root Cause Analysis, or Lean methodologies for process improvement.

Physical & Environmental Factors
Office environment with frequent attendance on the shop floor. Safety equipment required when present on the shop floor – footwear, hearing, eyewear.
Environmental Factors (hazardous materials, work location, work surfaces, exposure).

Why should you apply:

• We offer you an interesting and challenging position in an open and friendly environment where we help each other to develop and create value for our customers.

• Exciting place to build a global network with different nationalities.

• Your work will have a true impact on Alfa Laval’s future success, you will be learning new things every day.

"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 games.”