Customer Experience Team Manager – Mexico Region

Job Description

Who will you be working with?

The Leader of this team will be responsible for relentlessly driving customer satisfaction across Locomotive OEM, Class 1 Railroads and significant Freight Car, Passenger and Shortline customers in Mexico in support of the One Wabtec portfolio.

How will you make a difference?

Lead a small team of Customer Service personnel to ultimately create satisfaction and loyalty with the intent of being the supplier of choice.

What do we want to know about you?

• Experience in front of customers at various levels
• 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.
• 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.

Desired Characteristics

• Prior Leadership experience
• Oracle expertise
• Experience with purchased service contracts
• Highly organized
• Influencing skills
• Six Sigma Green Belt or Lean Training
• Project Management
• Undergraduate degree or 5 years related experience

What will your typical day look like?

Leverage best practices across the region with the intent to provide the best possible level of non-technical support to all significant customers Support quotations, order entry, change orders, expediting, warranty orders, core returns and collections for Mexican customers and in support of Wabtec entities in Mexico. Drive on-time delivery and Past Due reduction of Services Parts and Components for focused customer group. Participate directly with 3rd parties such as customers, transportation companies, and freight forwarders as required. Build escalation points for customer issues within Customer Service. Drive the team to work toward a vision of being able to receive a single PO and provide a single invoice to Locomotive customers regardless of business unit or segment. Participate in and/or provide input to commercial deal review processes where applicable Responsible as first point of escalation for resolution of process failures or impasses with customers or suppliers of information to the team. Customer Satisfaction. Lead efforts to improve Wabtec's overall performance as measured by the customer's vendor scorecard. Participate regularly in related meetings with all levels of Leadership.

Additional Responsibilities:

To 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.

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

Additional Information

What could you accomplish in a place that puts People First?

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.

Who are we?

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

Culture powers us and the possibilities.

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.

Need accommodation? Just let us know - we've got you.