Customer Service Leader

Job Description

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 offield 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