Customer Service Leader

4 days ago

Perth, Australia Wabtec Full time

Wabtec Corporation is a leading global provider of equipment, systems, digital solutions and value-added services for freight and transit rail. Drawing on nearly four centuries of collective experience across Wabtec, GE Transportation and Faiveley Transport, the company has unmatched digital expertise, technological innovation, and world-class manufacturing and services, enabling the digital-rail-and-transit ecosystems. Wabtec is focused on performance that drives progress, creating transportation solutions that move and improve the world. Wabtec has approximately 27,000 employees in facilities throughout the world. Visit the company’s new website at:

It’s not just about your careeror your job title it’s about who you are and the impact you are going to make on the world. Do you want to go into uncharted waters do things that haven’t been done to make yours and someone else's life better? Wabtec has been doing that for decades and we will continue to do so Through our people, leadership development, services, technology and scale, Wabtec delivers better outcomes for global customers by speaking the language of industry.

Role Summary:
The Customer Service Leader will be leader is growing the partnerships with customers with service excellence for the execution of Wabtec maintenance and service contracts. The Customer Service Leader will work with a team to not just the contractual obligations and operational objectives under LTPA and Parts agreements, but look for growth opportunities to strengthen the partnerships in Western Australia. This role will develop customer loyalty and manage customer relationships that foster a long-term partnership predominantly with FMG, BHP and Roy Hill. This role will be focused to assist with providing coordination, direction and assistance to all executed contracts and provide internal support and assistance for any new opportunities that achieve desired customer outcomes and deliver financial outcomes to the business.

Main Duties:
Reporting directly to the ANZ Senior Service Leader and working closely with the Account Director, Project teams and Service team this role will;- Support existing contract administration and management to ensure a seamless implementation and management of contractual Terms & Conditions- Ensure timely resolution of customer issues and customer satisfaction- Work with ANZ Leader to development of estimates and forecasts for internal financial reporting periods- Report and communicate project updates and take ownership of customer meetings and satisfaction.- Assist in the definition and management of new proposals that meet the customers’ requirements- Function as a liaison between internal organizations and customer for assigned contracts- Set account priorities and develop processes and procedures that ensure continuous improvement to contract and customer service- Produce monthly reporting on performance criteria and customer monthly meeting- Develop a deep understanding of the customer’s business to identify opportunities for account growth- Some Day-to-Day ERP Transactions to ensure timely tracking, monitoring and compliance of invoicing, stock holdings and materials management- Track KPI performance- Understand Fleet reliability drivers and own the timely resolution of issues.- Foster a positive project tracker to improve locomotives operations and look for opportunities for New Products and Services we can provide.- Participate in development and lead the execution of the Services growth strategy- Assist with customer remanufacturing portal- Develop and assist with planning of rotables with Material Manager

Qualifications and Experience:
- Experience working within the Rail or Mining Industry- Ability to manage effectively several projects simultaneously in a dynamic and face paced environment- Demonstrated ability to analyze and resolve problems with customer focus- General knowledge of locomotives and their operations- Proven ability to deliver services and projects to satisfy customer and contractual requirements- Effective problem identification and solution skills- Strong customer service mindset- Strong oral and written communication skills- Strong interpersonal and leadership skills

Wabtec Corporation is committed to taking on the world’s toughest challenges. In order to fulfill that commitment we rely on a culture of leadership, diversity and inclusiveness. We aim to employ the world’s brightest minds to help us create a limitless source of ideas and opportunities. We believe in hiring talented people of varied backgrounds, experiences and styles people like you Wabtec Corporation is committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or expression, or protected Veteran status. If you have a disability or special need that requires accommodation, please let us know.

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