Customer Service Leader

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 70,000 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 tomorrow’s mobility. That’s 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.