Customer Success & Technical Account Manager

Point of contact for all customer support post system installation

Manage the delivery of services across all customer SLAs, with accountability for SLA margin performance

Facilitate periodic SLA Review meetings and escalate key issues and risks

Monitor open support cases to ensure timely resolution and transparent communication of progress

Proactively manage customer spares holding and provide advice regarding appropriate levels of managed stock

Analyze customers’ needs and suggest upgrades or additional features to meet their requirements

Liaise with the sales department to win new business and increase sales

Establish best practices

Bachelor's degree from an accredited university or college (or equivalent trade qualification or experience)

Experience in a similar position with a focus on customer service

Exceptional commercial skills and experience in management, delivery and growth of Service Level Agreements

Strong people management skills, with demonstrated experience in developing / coaching team members

Have a proven ability to develop efficient and consistent work processes and procedures

Excellent oral and written communication skills, with a high level of attention to detail

Excellent interpersonal skills with the ability to interface at all levels and functions

A results-oriented, customer first attitude

Strong organizational skills, entrepreneurial drive

Willingness to break the mould and challenge norms where needed

Experience in Mining industry is a distinct advantage

Flexible work hours to accommodate varying time zones

Occasional travel to customer sites (including international regions)

A current driver’s license is required

Successful candidates will be required to complete background and criminal history check.

At Wabtec, it’s not just about a job - it’s about the impact you make. When our people come together, we’re Expanding the Possible by continuously improving what we do and how we do it - for our clients and each other.

If you’re ready to revolutionize how the world moves for future generations, Wabtec is the place for you.

Wabtec is a leading global provider of equipment, systems, digital solutions, and value-added services for the freight and transit rail sectors. Drawing on more than 150 years of experience, we are leading the way in safety, efficiency, reliability, innovation, and productivity. Whether it’s freight, transit, ports, logistics, mining, industrial, or marine, our expertise, technologies, and people together – are accelerating the future of transportation. With roots that date back to George Westinghouse, Thomas Edison, and Louis Faiveley, Wabtec has always built technologies and implemented solutions for a variety of sectors that are critical to meeting the needs of customers and governments alike.

Our global team of about 30,000 employees worldwide delivers performance that moves the world forward. We’re lifelong learners, obsessed with better. Learn more at www.WabtecCorp.com.

We believe the best ideas come from a mix of experiences and backgrounds. At Wabtec, we strive every day to create a place where everyone belongs. We’re building a culture where leadership, inclusion and your unique perspective fuel progress.

We’re proud to be an Equal Opportunity Employer. We welcome talent of all backgrounds, experiences, and identities, including race, gender, age, disability, veteran status and more.

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