Lead Customer Service Management Specialist

Wabtec Corporation

Kansas City, KS


Position summary

ake yours and someone else's life better? Wabtec has been doing that for decades and we will continue to do so! Through our people, leadership development, services, technology and scale, Wabtec delivers better outcomes for global customers by speaking the language of industry.

Who will you be working with?

Our best-in-class Customer Experience team combines knowledge of customers' networks and processes with deep domain expertise and tenured experience to deliver unparalleled support. Here you'll interact daily with the customer during the problem resolution process and will partner with other key stakeholders to support our customers and their operations.

How will you make a difference?

The Lead Customer Quality Specialist focuses on projects / process improvement to ensure that processes and products are designed with appropriate quality measurement systems. In this role you will minimize risk of poor quality, which will require mastery of a body of theoretical knowledge, developed and strong foundation of Quality systems, and knowledge of relevant technologies.

What do we want to know about you?

  • Bachelors Science degree from an accredited university or college (or a high school diploma / GED and at least 4 years of experience in Quality)

  • Minimum of 3 additional years of experience as a customer liaison

  • Minimum of 4 years of locomotive / shop operations experience

What will your typical day look like?

Drive root-cause identification using 5Y analysis
Manage non-conformance
Monitor customer satisfaction
Own preventive and corrective actions
Develop new solutions under guidance and / or in a team setting or based upon precedents in the organizations
Work together with business leadership at SPB and EB level
Specify needs, communicates about project approach and presents outcomes of research done
Deliver products as part of a team
Work on cross functional teams
Lead analytical and design activities using proven technologies and vested approaches and methods.

What about the physical demands of the job?

  • You will receive a company cell phone and be expected to answer unless you have planned for coverage.

  • The job duties will be primarily a 5-day job, but work schedule will be based on shop need for its 24X7 coverage. Example Sunday-Thursday

  • Ability to work a flexible schedule in relation to training and auditing.

  • Level 2 certification within 2 years of taking the role if not already certified.

  • Travel may be required to audit other shops.

  • Start time will be reflected in shops morning turnover timing and prior prep required.

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

Relocation assistance may be provided if eligibility requirements are met.

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).

Wabtec Corporation is committed to taking on the world's toughest challenges. In order to fulfill that commitment we rely on a culture of leadership, diversity and inclusiveness. We aim to employ the world's brightest minds to help us create a limitless source of ideas and opportunities. 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.