Senior Customer Service Management Specialist

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. <