Customer Service Leader (486433)
Customer Service Leader (486433)
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Job Description
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 70000 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 execute PPC Maintenace activty & Train set project activities pertaining to testing & commissioning validation field trial and warranty support
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 Testing & Commissioning team
- 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
- support and execute Train set project activities pertaining to testing & commissioning validation field trial and warranty support
- Alignment with Lead site and all internal participating sites for smooth execution of project at production unit of Indian railways.
- Issue resolution arise during testing and commissioning activity at customer site
- Technical inputs to cross functional team for on-time completion of validation and commissioning of product at customer site.
- Failure data analysis and report preparation for the field issues identify the issues for taking it as a Rex for future.
- close cooridination with customer i.e. Indian railways for day in and out activities during commissioning and warranty tenure of product
- Reliability improvement by execution of field modification suggested by lead site.
Contractual KPIs and Customer interface
- closure of warranty obligation within stipulated time
- coordination for commissioning certificate from customer
Parts database
Develop fleet maintenance plan including reliability studies/analysis/trends for continuous improvement and benchmark with similar Alstom fleets
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 4 to 8 Years
Mandatory:
- Computer literacy (Microsoft Windows & Office environment)
- Knowledge on trains parts and subaasembly
- Knowledge on prouplsion system.
- General Railway knowledge
Desirable:
- Basic Knowledge on SAP & GSI
- Field Expeience
- Problem Solving skills
- DFQ Quality and Audit skills
Alstom is the leading company in the mobility sector solving the most interesting challenges for tomorrows mobility. Thats 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.
Employment Type
Full Time
