It’s not just about your career or job title… It’s about who you are and the impact you will make on the world. Because whether it’s for each other or our customers, we put People First. When our people come together, we Expand the Possible and continuously look for ways to improve what we create and how we do it. If you are constantly striving to grow, you’re in good company. We are revolutionizing the way the world moves for future generations, and we want someone who is ready to move with us.

Who will you be working with?

Senior Customer Service Management Specialist will own and drive delivery on commitments for assigned fleet reliability as well as specific contractual obligations for customers.

How will you make a difference?

The Senior CSM will also be responsible for leading the team of Quality Leaders for the BNSF services account and working with engineering and fleet teams to manage overall fleet reliability and quality data for the BNSF account with the goal of identifying trends/abnormalities in faults and other data that lead to early detection of potential failure modes.

What do we want to know about you?

Qualifications/Requirements

Bachelor’s Degree from an accredited college or university

Minimum of 6 years of rail industry experience on GE/Wabtec locomotives in Servicing, Production, or Manufacturing.

Must be able to read/write/speak fluent English

Willingness to travel 25%-50% of the time as needed

Desired Characteristics

Strong statistical background with analytical and quantitative skills; familiarity with Six Sigma concepts and tools

Ability to communicate with all levels of internal and external organizations, including upper management

Ability to execute multiple projects simultaneously and work effectively in a cross-functional team

Ability to identify opportunities to improve processes and initiate change; demonstrated commitment for process improvement

Experience in project management desired

Strong interpersonal, influence, and conflict resolution skills

Hands-on experience in the railroading industry, specifically with railroad operations and asset maintenance operations

Understanding of life-cycle cost/life-time value modeling

Locomotive product knowledge and troubleshooting experience

1st hand knowledge of railroad operations and maintenance practices

Six Sigma, Lean, or equivalent Quality Program certification

Working knowledge of i-Based Services and Systems.

Working knowledge of RR information systems and databases

Knowledge of locomotive application principals

What will your typical day look like?

Manage overall AC Evo C4 fleet activity

Manage technical support/activity across all the models

Take a leadership role in reliability and quality initiatives supporting the overall best interest of both the customer and the company

Support planning and execution of reliability programs associated with all assigned locomotive fleets.

Develop implementation plans for field modification programs

Manage and support a deck of research projects in collaboration with Services, Engineering, Commercial, and RCoE teams

Maintain reliability tracking systems (Sales Force, Reliance, CCD, and other systems)

Support fleet team with locomotive event coding and tracking of contractual metrics

Manage the road failure exclusion/reconciliation documentation process

Analyze fleet data from both BNSF and Wabtec systems to identify emerging trends/issues facing the fleet

Facilitate adoption and integration of next generation technologies to support the prognostics vision & goals

Maintain project scorecards for tracking outcomes and implementation.

Author and manage communications to internal and external team at regional and corporate levels

Liaise with customer and service teams to implement field tests and to drive solutions implementation

Assist customer and service teams in implementing projects, troubleshooting project issues and obtaining feedback on the technology being tested.

Identify opportunities for new projects or improvements to existing projects.

Continuously embed discoveries/learning back into other business functions and project teams

You may also be asked to perform other duties outside of your function or trade, for which adequate training will be provided if necessary.

This role is also eligible for a performance bonus. More information on offered benefits, which include health, welfare, and retirement, is available at mywabtecbenefits.com.

Wabtec will only employ those who are legally authorized to work in the U.S. for this opening. Any offer of employment is conditioned upon the successful completion of a drug screen (as applicable) and fitness for duty test (as applicable).

Our job titles may span more than one career level. The salary range for this role is between

The actual salary offered to a candidate may be influenced by a variety of factors, such as: training, transferable skills, work experience, education, business needs, market demands and work location. The base pay range is subject to change and may be modified in the future. More information on offered benefits, which include health, welfare, and retirement, are available at mywabtecbenefits.com. Other benefit offerings for this role may include an annual bonus, if eligible.

Who are we?

Wabtec Corporation is a leading global provider of equipment, systems, digital solutions, and value-added services for freight and transit rail as well as the mining, marine, and industrial markets. Drawing on nearly four centuries of collective experience across Wabtec, GE Transportation, and Faiveley Transport, the company has grown to become One Wabtec, with 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 and unlocks our customers’ potential by delivering innovative and lasting transportation solutions that move and improve the world. We are lifelong learners obsessed with making things better to drive exceptional results. Wabtec has approximately 27K employees in facilities throughout the world. Visit our website to learn more! http://www.WabtecCorp.com

Our Commitment to Embrace Diversity:

Wabtec is a global company that invests not just in our products, but also our people by embracing diversity and inclusion. We care about our relationships with our employees and take pride in celebrating the variety of experiences, expertise, and backgrounds that bring us together. At Wabtec, we aspire to create a place where we all belong and where diversity is welcomed and appreciated.  

To fulfill that commitment, we rely on a culture of leadership, diversity, and inclusion. We aim to employ the world’s brightest minds to help us create a limitless source of ideas and opportunities. We have created a space where everyone is given the opportunity to contribute based on their individual experiences and perspectives and recognize that these differences and diverse perspectives make us better.

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.