Sr. Customer Service Engineer

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Date: 8 Apr 2024

Location: Qingdao, CN

Company: Alstom

Req ID:443802 

 

At Alstom, we understand transport networks and what moves people. From high-speed trains, metros, monorails, and trams, to turnkey systems, services, infrastructure, signalling and digital mobility, we offer our diverse customers the broadest portfolio in the industry. Every day, more than 80 000 colleagues lead the way to greener and smarter mobility worldwide, connecting cities as we reduce carbon and replace cars.

 

 

MAIN RESPONSABILITIES  

 

  • Owner of Customer Service activities
    • Lead all warranty issues, ensures formal warranty management plan are in place and that PI processes & instructions are implemented, communicated, used.
    • Drive all resources within AT/ATRE to properly manage the warranty issues, to close customer complaints, improve customer satisfaction, feedback to design for improvements.
    • Make service work instructions/report properly and regularly to management, guarantee safety at any work space. Maintain the communications with managements for critical issues including reports, explanations, escalations, proposals etc for customer service activities.
    • Ensure warranty cost is aligned with budget, secure annual budget preparation for ATRE customer services.
    • Support customer service business activities, utilized AT/ATRE resources to build the bogie maintenance/overhaul proposal and solutions.
    • Ensures that field experience and field-data (REX) is captured & feed-back to the project/organization in accordance with the PI processes during start-up, design, realization (manufacturing) and field support phases.

 

  • Owner of customer service bids technical support
    • Support sales & PM for service technical requirements analysis, capability evaluation, cost estimation, business review and etc.
    • Lead service technical aspects during bidding phase, and ensure smooth handover for project execution.

 

 MAIN REQUIRED COMPETENCES

Educational Requirements

Mandatory:

  • Bachelor degree of mechanical engineering

Desirable:

  • Education background of railway college graduates is preferred   

Experience

Mandatory:

  • Manufacturing Engineering/Technical background with 5 years’ experience and above, preferably in bogie service at car builder company
  • Technical experience of Process Engineering, writing service work instructions, on-site service technical support
  • Working knowledge in Quality, EHS standards
  • Knowledge of CAD and Process
  • Familiar with budget elements and control
  • Process FMEA, QRQC, Configuration management

Desirable:

  • Engineering experience of bogie service for both mainline and metro cars is preferred
  • Bogie assembly experience in RSC is preferred
  • Experience in working with Bill of Materials, Routings, Configuration follow-up
  • Knowledge of electrical fittings or testing is preferred

 

Competencies & Skills

  • English read, written, spoken
  • Frequent travelling is required
  • Conscientious. Commits and delivers.
  • Team Player.  Spirit of “Team Trust Action”
  • Decisive.  Obtains and uses necessary information to make decisions. Refers decision to others when appropriate
  • Self-Motivation
  • Logical and organized
  • Good communication

 

 

You don’t need to be a train enthusiast to thrive with us. We guarantee that when you step onto one of our trains with your friends or family, you’ll be proud. If you’re up for the challenge, we’d love to hear from you!

 

Important to note

As a global business, we’re an equal-opportunity employer that celebrates diversity across the 63  countries we operate in. We’re committed to creating an inclusive workplace for everyone.


Job Segment: Technical Support, Technology

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