Transportation Products (ATP) Customer Service Representative

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.

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. The freight portfolio features a comprehensive line of locomotives, software applications and a broad selection of mission-critical controls systems, including Positive Train Control (PTC). The transit portfolio provides highly-engineered systems and services to virtually every major rail transit system around the world, supplying an integrated series of components for buses and all train-related market segments that deliver safety, efficiency and passenger comfort. Along with its industry-leading portfolio of products and solutions for the rail and transit industries, Wabtec is a leader in mining, marine and industrial solutions. 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. 

Role Summary/Purpose:

To achieve customer loyalty founded on excellent response to non-technical support requirements, great service and consistency of performance across the entire Aero Transportation Products portfolio.

Essential Responsibilities:

• Non-Technical Customer Support across the Aero Transportation Products (ATP) portfolio

  • Fields customer questions and uses professional network to provide timely answers

  • Fields customer complaints and uses professional network to solve related problems

  • Proactively seeks solutions to problems before customers realize a potential issue

• Customer Satisfaction.  Lead efforts to improve Wabtec's overall performance as measured by the customer's vendor scorecard.

• Drive on-time delivery and Past Due reduction of ATP parts

• Participate directly with customer in support of customer led initiatives

• Foster working relationship with customer stakeholders at various levels that encourages customer participation in Wabtec led initiatives

• Logistics support for 3rd party routing center applications

• Customer Portal compliance and upkeep

• Report on and reclaim sales where market share has been lost over time

• Participate in and/or provide input to commercial deal review processes

• Contract, Product Price, and Surcharge management

• Quote, Order Entry, and revision management

• Understand and drive key programs in support of customer.  Leverage professional network to drive backlog conversion of flow or program material

• Drive timely WIM/QER/Reliance case follow up and closure

• Participate in Fulfillment related meetings with Leadership to Provide the voice of the customer

• Provide specific customer forecast information and intel back to the Supply Chain

• Assist with Customer collections and Account setups

Additional Responsibilities:

• Limited backup of core function transactions as required to ensure customer success

• Comply with Wabtec Corporate & local Environment, Health & Safety requirements at all times

• Professionally represent Wabtec at all times, but especially during all customer communications

• Contribute to creation of an Inside Sales strategy, planning and training program

• Actively contribute to all continuous process improvement efforts within the Customer Service COE

• Document retention consistent with Wabtec Corporate policy

Qualifications/Requirements:

·       Experience with Customer Service or Inside Sales

·       Robust professional network, willingness to continuously grow it

·       Demonstrated passion for Customer Satisfaction

·       Familiarity of available performance data, data-driven decision maker

·       Relentless pursuit of answers on behalf of customers

·       Experience with ERP systems such as Oracle or SAP, LX

·       Demonstrate an understanding of customers’ expectations and commitment to providing quality service

·       Ability to work on own initiative as well as part of a team

·       Excellent communications skills both written and oral, with the ability to communicate at all levels

·       Excellent written and verbal English and local language skills

·       Manage time effectively and prioritize work to meet deadlines. Accustomed to working unsupervised and under pressure, dealing with conflicting demands

·       Willingness to undertake the many varied duties vital to this position and keen to adopt new challenges

·       Able and willing to travel up to 20% of the time under normal business conditions

Desired Characteristics:

·       Highly organized

·       Influencing skills

·       Project Management

·       Oracle expertise

·       Proficiency in Excel and knowledge of Microsoft Office Suite applications

·       Six Sigma Green Belt or Lean Training

·       Undergraduate degree or 2 years related experience

#LI-GH1

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.