Regional Aftermarket Manager

Wabtec Corporation is a leading global provider of equipment, systems, digital solutions and value-added services for freight and transit rail. Drawing on nearly four centuries of collective experience across Wabtec, GE Transportation and Faiveley Transport, the company has 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, creating transportation solutions that move and improve the world. Wabtec has approximately 27,000 employees in facilities throughout the world. Visit the company’s new website at: http://www.WabtecCorp.com.

It’s not just about your career… or your job title…it’s about who you are and the impact you are going to make on the world. Do you want to go into uncharted waters…do things that haven’t been done to make 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.

The Regional Aftermarket Manager for Shuttlewagon, a Wabtec company, represents Shuttlewagon at the dealership/customer level. They are responsible for maintaining good relations between Shuttlewagon, our dealer channel and the end users of our products. RAM's will be the driver of aftermarket parts support and sales while ensuring our dealers provide top quality and compliant warranty, repair services and product support capabilities.   They also collaborate with Wabtec and dealer personnel to deliver best practices within the market to ensure the highest levels of Shuttlewagon customer satisfaction.

ROLES AND RESPONSIBILITIES

Dealer Management

• Responsible for aftermarket parts sales in their territory.  Forecast dealer aftermarket part needs, set parts sales objectives.
• Responsible for evaluation and implementation of the dealership’s service capabilities, processes and monitor action plans that are agreed upon by the dealer principal to support continuous dealer improvement.
• Collaborate with the Region Sales Manager on establishing and implementing action plans to improve dealer performance and customer satisfaction.
• Collaborate with the dealer on warranty repair services and claims administration to drive improvements inside Shuttlewagon and the dealership.
• Evaluate and act on requests from dealers regarding commercial policy adjustments which are outside of normal warranty guidelines.
• Organize and execute training classes to upgrade dealer service technicians in basic skills, new products and changes in system technologies.
• Develop dealer capabilities to provide customer operators’ training for new and older Shuttlewagon models.
• Advise new dealers in setting up their parts/service departments to assure that the dealer has a clear understanding of Company policies and procedures.

Customer Service

• Maximize the dealer’s team efforts by providing insight and context in any situation requiring technical support or feedback to make a fair and equitable decision involving dealerships and/or end-users.
• Respond to dissatisfied customers to resolve complaints fairly and equitably.
• Provide complaint resolution feedback and documentation to formally close any open complaints.

KNOWLEDGE, SKILLS, AND ABILITIES

Education

• Bachelor's degree in Engineering, Business, Management preferred. Technical/Associate degree and/or extensive related experience in lieu of Bachelor's degree will be considered.

Experience

• 3+ years of successful results driven experience with dealers in the capital / large equipment market.

Technical Skills

• Proficiency in MS Office
• Technical Training
• Customer Support
• Negotiation skills
• Conflict resolution

Behavioral Attributes

• Ability to liaise with customer personnel to find best find solutions to issues
• Sense of urgency
• Results driven, ability to prioritize
• Resourceful
• Ability to work across all levels of the organization
• Ability to work in a team without firmly defined boundaries
• Ability to manage through influence
• Comfort in speaking to large groups

TRAVEL

• Up to 50% - 75%

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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.