Customer Service Leader

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 Metro Warranty.
• 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

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
• Warrenty replacement tracking and ontime replacement.
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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.
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Desirable:

• General Railway knowledge
• Field Expeience
• Problem Solving skills
• DFQ, Quality and Audit skills
• Customer contact