Customer Service Leader

• 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