North American Locomotive Customer Experience Leader

It’s not just about your career or job title… It’s about who you are and the impact you will make on the world. Because whether it’s for each other or our customers, we put People First. When our people come together, we Expand the Possible and continuously look for ways to improve what we create and how we do it. If you are constantly striving to grow, you’re in good company. We are revolutionizing the way the world moves for future generations, and we want someone who is ready to move with us.

Who will you be working with?
To be the single point of contact for non-technical support needs of major customer(s).  To achieve customer loyalty founded on excellent response to non-technical support requirements, great service, and consistency of performance across the entire Wabtec Freight portfolio.

How will you make a difference? 
Customer Satisfaction.  Lead efforts to improve Wabtec's overall performance as measured by the customer's vendor scorecard.

What do we want to know about you? 

• Experience with Customer Service or Inside Sales

• Robust professional network, willingness to continuously grow it

• Demonstrated passion for Customer Satisfaction

• Familiarity of available performance data, data-driven decision maker

• Relentless pursuit of answers on behalf of customers

• Experience with ERP systems such as Oracle or SAP.

• Demonstrate an understanding of customers’ expectations and commitment to providing quality service.

• Ability to work on own initiative as well as part of a team.

• Excellent communications skills both written and oral, with the ability to communicate at all levels.

• Excellent written and verbal English and local language skills

• Manage time effectively and prioritize work to meet deadlines. Accustomed to working unsupervised and under pressure, dealing with conflicting demands.

• Willingness to undertake the many varied duties vital to this position and keen to adopt new challenges.

• Able and willing to travel up to 15% of the time under normal business conditions.  

Desired Characteristics

• Fluent in English

• Highly organized

• Influencing skills

• Project Management

• Oracle expertise

• Six Sigma Green Belt or Lean Training

•  Undergraduate degree or 8-10 years related experience

What will your typical day look like? 

• Drive on-time delivery and Past Due reduction of Services Parts and Components across Wabtec business supporting customer

• Participate directly with customer in support of customer led initiatives.  

• Foster working relationship with customer stakeholders at various levels that encourages customer participation in Wabtec led initiatives

• Logistics support for 3rd party routing center applications

• Customer Portal transition management, compliance and upkeep for CS related support.

• Report on and reclaim sales where market share has been lost over time

• Participate in and/or provide input to commercial deal review processes

• Understand and drive key programs in support of customer.  Leverage professional network to drive backlog conversion of flow or program material.

• Responsible as first point of escalation for past due A/R and dirty cores owed from customer

• Lead projects and process changes required to reduce total number of Wabtec Vendor Codes with the customer in pursuit of one day being able to receive a single customer PO and provide the customer with a single invoice across the Wabtec Freight Portfolio.  Co-develop “One PO and One Invoice” initiative with primary customer(s) and peers.

• Drive timely WIM/QER/Reliance case follow up and closure.

• Participate in Fulfillment related meetings with Leadership to provide the voice of the customer.

• Provide specific customer forecast information and intel back to the Supply Chain

You may also be asked to perform other duties outside of your function or trade, for which adequate training will be provided if necessary. 

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Our job titles may span more than one career level. The salary range for this role is between

The actual salary offered to a candidate may be influenced by a variety of factors, such as: training, transferable skills, work experience, education, business needs, market demands and work location. The base pay range is subject to change and may be modified in the future. More information on offered benefits, which include health, welfare, and retirement, are available at mywabtecbenefits.com. Other benefit offerings for this role may include an annual bonus, if eligible.

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