Customer Service Leader

Req ID:458675 

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 Service Leader (SC-CS-11)

PURPOSE OF THE JOB

To coordinate EMU and MEMU work for all India.

ORGANISATION

Organization structure (job belongs to..): 

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

Reports directly to:

Project PI Manager

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:

Operations Support

•Overall support and coordination for EMU and MEMU warrenty and mainteannace business.

•Alignment with the Sourcing and Quality for the material planning.

•Gather technical knowledge and field data. Provide reliability studies for continuous improvement proposals. Provide technical solutions for obsolescence with the support of Engineering function. Material and dispatched planning and logistics support

Contractual KPIs and Customer interface

•On time preparation and support for preppartion of BG and POA

•Payment followup and payment forecast.

Parts database

•Develop fleet maintenance plan audit offer, including reliability studies/analysis/trends for continuous improvement and benchmark with similar Alstom fleets

•Tender tracking and  spares execution database maintenance and monitoring

Performance measurements:

• Achievement of Parts & Overhaul Dashboard
• Achievement of REX implementation
• Audit results (internal and external)
• Compliance with EHS rules and work-related processes
• Ontime delivery and ontime dispatch
• Ontime BQ preparation and submission to customer
• Warrenty replacement tracking and ontime replacement.

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/Managemet

Experience 5 to 8 Years

Mandatory:

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