Customer Service Manager

Req ID:467321 

Leading societies to a low carbon future, Alstom develops and markets mobility solutions that provide the sustainable foundations for the future of transportation. Our product portfolio ranges from high-speed trains, metros, monorail, and trams to integrated systems, customised services, infrastructure, signalling and digital mobility solutions. Joining us means joining a caring, responsible, and innovative company where more than 70,000 people lead the way to greener and smarter mobility, worldwide 

JOB TITLE & JOB CODE

Job Title (Job Code): Customer Services Manager Tier2 (SC-CS-10_001)

PURPOSE OF THE JOB

To lead Regional Head activities for North region

ORGANISATION

Organization structure (job belongs to..): 

Parts & Overhaul Management of Site, Country, Cluster, Region or Platform

Reports directly to:

Customer Service manager Parts & Overhaul

Other reporting to:

none

Direct reports:

none

Network & Links

Internal

• Participating Units and/or Subsystem Managers
• Customer Service Manger/Leaders
• Parts & Overhaul Support team (Back-office)
• RAMS team
• Project Engineering team
• Quality team (mainly PrQSM and SQ)
• Installation and Test & Commissioning team (if applicable)
• Internal Supplier representatives (Components/PU)
• Sourcing and Contract Manager
• Integrated Service Readiness (ISR)
• Maintenance/Service team (if Alstom)
• Global System representatives (if applicable)

External

• Customer site team
• Customer maintenance team (if not Alstom)
• External Suppliers

MAIN RESPONSABILITIES

Key accountabilities:

• Planning and implementing strategies to achieve regional goals and objectives.
  • Developing and executing business plans that align with the company's vision.
  • Analysing market trends and competition to identify growth opportunities.
• Managing and leading a team of site engineers
  • Providing guidance and support to site engineers to optimise performance.
  • Conducting regular performance evaluations and addressing any areas for improvement.
• Customer management
  •  Regular interaction with all zonal railway customers lying in that zone for smooth functioning.
  • Attending failure/reliability meetings with customers to understand the technical issues of project and further expedite the resolution of issues with support of cross functional team of HQ
• Monitoring and improving operational efficiency.
  • Ensuring compliance with company policies and procedures.
  • Implementing cost-cutting measures without compromising quality.
  • Ensure smooth implementation of T&C activities at PLW
• Building strong relationships with clients and stakeholders.
  • Acting as a liaison between company and customer.
  • Handling customer complaints and resolving conflicts promptly.
  • Improve product feedback
• Product Upsell

• Discussion with Zonal Railway HQs for Indian railway to explore the upsell business
• Secure AMC for the out of warranty fleet of Trains/Locomotives.
• Key player in deciding the execution strategy for maintenance contracts in the Zone.

• On time payment collection

• Focus on sells and cash.
• Secure sells immediately after delivery of product or completion of AMC duration.
• Ensure cash collection.

Performance measurements:

• Strong leadership abilities
• Excellent communication and interpersonal skills
• Strategic thinking and problem-solving abilities
• Analytical and data-driven mindset
• Financial acumen and budgeting skills
• Ability to multitask and prioritise effectively
• Adaptability and resilience in a dynamic environment
• Good decision-making and judgment
• Strong negotiation and conflict resolution skills

MAIN REQUIRED COMPETENCES

Educational Requirements

Mandatory:

• Graduate in Engineering or Industrial (“Internal Graduation” (“cadre interne” in F) acceptable)
• Internal EHS training
• English

Desirable:

• Bachelor degree in Engineering/Management

Experience 12 to 14 Years

Mandatory:

• Computer literacy (Microsoft Windows & Office environment)
• Basic Knowledge on SAP & GSI
• Detail Knowledge on trains parts and subaasembly
• Detail Knowledge on prouplsion system.

Desirable:

• General Railway knowledge
• Field Expeience
• Problem Solving skills
• DFQ, Quality and Audit skills
• Customer contact

Alstom is the leading company in the mobility sector, solving the most interesting challenges for tomorrow’s mobility. That’s why we value inquisitive and innovative people who are passionate about working together to reinvent mobility, making it smarter and more sustainable. Day after day, we are building an agile, inclusive and responsible culture, where a diverse group of people are offered opportunities to learn, grow and advance in their careers, with options across functions and geographic locations. Are you ready to join a truly international community of great people on a challenging journey with a tangible impact and purpose?  

Equal opportunity statement:
Alstom is an equal opportunity employer committed to creating an inclusive working environment where all our employees are encouraged to reach their full potential, and individual differences are valued and respected.  All qualified applicants are considered for employment without regard to race, colour, religion, gender, sexual orientation, gender identity, age, national origin, disability status, or any other characteristic protected by local law.