Customer Service Leader

It’s not just about your career or job title… It’s about who you are and the impact you will make on the world. Because whether it’s for each other or our customers, we put People First. When our people come together, we Expand the Possible and continuously look for ways to improve what we create and how we do it. If you are constantly striving to grow, you’re in good company. We are revolutionizing the way the world moves for future generations, and we want someone who is ready to move with us. What are we offering you? Training - commensurate with experience Rewards & Recognition Program Discounted health insurance with Medibank Novated Leasing options Lifestyle discounts with Woolworths, Coles, Avis, JB Hifi and 500+ other retailers Access to our Employee Assistance Program Who are we? Wabtec Corporation is a leading global provider of equipment, systems, digital solutions, and value‑added services for freight and transit rail as well as the mining, marine, and industrial markets. Drawing on nearly four centuries of collective experience across Wabtec, GE Transportation, and Faiveley Transport, the company has grown to become One Wabtec, with 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 and unlocks our customers’ potential by delivering innovative and lasting transportation solutions that move and improve the world. We are lifelong learners obsessed with making things better to drive exceptional results. Wabtec has approximately 28K employees in facilities throughout the world. Visit our website to learn more Who will you be working with? Wabtec Global Freight Services provides customers with technology, people, and processes, designed to maximize reliability and availability of customers’ locomotives at optimal operating costs. These tailored solutions meet each customer’s operating needs for fleet strategy, and changing business trends, ensuring we help customers achieve their desired business outcomes. These offerings include tailored Maintenance Contracts, Overhauls, Asset Performance Management, Upgrades and modernisations. Where is the position located? The position will be working from Customer site in Dampier. The successful candidate will need to reside in the Karratha area (FIFO is not offered for this position). Roster? 5 on 2 off: Monday - Friday role. What will your typical day look like? Reporting to General Manager, Freight Services ANZ, the Customer Service Leader will be responsible for the Freight Service business across a key Karratha based customer. This role will lead all business operational aspects including developing & executing service strategy, implementing change to meet customer commitments and drive growth, creating programs responsive to external and customer environment, and participating in cross‑functional business initiatives such as integrated services strategies, talent reviews, productivity milestones, safety compliance, new product introductions, modernization programs and long‑term service agreements. Responsible for overall growth of all parts, repair, and field service activities for the customer; Participate in identifying and promoting New Product Introduction (NPI) programs and Modernization programs to address market needs; Work closely with the commercial team to ensure appropriate sales opportunities to achieve the services orders plan; Navigate the development of sustainable products and the commercial arrangements within the Alliance partnership; Responsible for the overall management duties for Technical, Material and Warehouse team for assigned region or customer; Facilitate salary planning, performance appraisals, career coaching, and disciplinary action, as required; Lead efforts to ensure Customer Service excellence and implement Operation Safety Policy instructions and conduct fieldwork in compliance with all applicable regulations and employee safety practices; Ensure operational excellence in the areas of integrity, controllership, and compliance; Support cross P&L service support to maintain or improve customer satisfaction; Report on short and long‑term business planning (i.e. Operational Plans, Strategic plans, Budget plans, Regional reporting); and Work closely with Services leadership to investigate, analyze and resolve customer issues in a timely manner as it relates to locomotive fleet performance and all servicing aspects. What do we want to know about you Karratha based (FIFO is not offered for this position) Desirable post graduate studies with a Bachelor’s Degree in business, science, engineering, technology or related discipline experience in the industry; Experience leading diverse teams and business functions Must be willing and available to travel within the region and internationally; Available to work outside of normal business hours due to time zones; Prior experience in field services and / or customer and contract management Strong business acumen and commercially savvy; Possible training in Six Sigma / LEAN or equivalent Quality training; Prior Field Services or Contractual Services experience; Services and/or Rail Transportation market and industry experience; and Ability to interface and influence all levels of an organization. Please note: Successful candidates will be required to complete background and criminal history check. Our Commitment to Embrace Diversity Wabtec is a global company that invests not just in our products, but also our people by embracing diversity and inclusion. We care about our relationships with our employees and take pride in celebrating the variety of experiences, expertise, and backgrounds that bring us together. At Wabtec, we aspire to create a place where we all belong and where diversity is welcomed and appreciated. 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, colour, 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. We are a 2025 Circle Back Initiative Employer, we commit to respond to every applicant. #J-18808-Ljbffr