Customer Service Manager
Sesto San Giovanni, MI, It
4 gg fa

Req ID : 73726

We create smart innovations to meet the mobility challenges of today and tomorrow. We design and manufacture a complete range of transportation systems, from high-speed trains to electric buses and driverless trains, as well as infrastructure, signalling and digital mobility solutions.

Joining us means joining a truly global community of more than 36 300 people dedicated to solving real-world mobility challenges and achieving international projects with sustainable local impact.

For our Services Business, located in Sesto San Giovanni (Milano), we are looking for a passionate manager, who will work in the development of Parts, Repairs, Traction & Modernization Platform and will be responsible for customer management and market development for Parts and Repairs business.

The role will be :

Customer service manager

Purpose of the Job

To develop and maintain professional and effective relationships with customers through timely and efficient response to the customer needs and complaints

To manage contracts and sales administration activities according to IT Service policies and objectives

To organize and to manage the internal team to give efficient response to customer needs and complaints

To receive input from Sales Managers to finalize strategic offers (Spare parts catalogue, Availability service, Full material management, Obsolescence strategy definition).

Position in the Organisation

Organisational Reporting

  • Hierarchical reporting : Parts, Repairs, Traction & Modernization Platform Director
  • Team reporting to the position : Key AccountS and Product Leaders, globally more than 10 people
  • Key Network & Links

  • Sales organization, Customer Directors region
  • Allocated Customer portfolio
  • Bid team
  • Supply Chain Management team
  • Logistics team
  • Technical team
  • Finance team
  • Internal / External Suppliers
  • Mission

    Performance measurement

  • OTIF (On Time in Full)
  • Time to Quote, Time to deliver
  • Hit Rate
  • Sales Forecast / Budget
  • Over dues
  • Customer Satisfaction and claims treatment
  • Responsibilities

  • Assure that key accounts respond to customer enquiries in order to quote in line with the company processes and work instruction.
  • Assure that orders process from receipt to delivery is followed in accordance with the QCD commitments
  • Support key account to interface with Technical, Quality and Supply Chain departments to investigate the customer returns / rejects and taking appropriate actions raising credits or arranging replacements as necessary in accordance with contract or company guidelines
  • Interface with Technical, Quality and Supply Chain departments to handle warranty claims and take appropriate action
  • Release specific invoices, resolve non-payment issues and process credit requests in line with company and functional processes and guidelines
  • Produce and communicate regular status and performance reports in relation to both internal and external customers using Customer dashboard.
  • Manage customer interface and attend customer reviews and operational / Commercial meeting for their customer accounts
  • Support key account to maintain accuracy and validity of the price lists and manage Customer data base
  • Support key account to manage Availability Contracts
  • Educational Requirements :

  • Master of Science Degree in Engineering
  • Technical competencies

  • At least 5 years of experience in working in complex engineering and service environment
  • Commercial knowledge and experience
  • Good communication skills and fluent English.
  • Knowledge of Railways customers, products and / or suppliers
  • Knowledge of Service Customs guidelines
  • Preferable : SAP knowledge
  • An agile, inclusive and responsible culture is the foundation of our company where diverse people are offered excellent opportunities to grow, learn and advance in their careers.

    We are committed to encouraging our employees to reach their full potential, while valuing and respecting them as individuals.

    Job Type : Experienced

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