Customer Service Manager

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. Visit https://www.wabteccorp.com/ to learn more!

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.

What are we offering you?

• Permanent full-time position with competitive remuneration
• Rewards & Recognition Program
• Discounted health insurance with Medibank
• Lifestyle discounts with Woolworths, Coles, Avis, Quest, Accor Hotels etc
• Access to our Employee Assistance Program

Who will you be working with? This role reports to the General Manager, Australia. As part of this role, you will be part of our best in-class Services team which combines knowledge of our customers monitoring solutions, networking, mechanical engineering, electrical engineering and global railroad operations. You will be responsible for managing the relationship with Wabtec customers in Australia and New Zealand (ANZ) region.

Where is the position located? This is Permanent full time position at Adelaide, SA

What will your typical day look like?

• Set contribute to development of services strategy for the ANZ region with GM
• Find solutions to maintain and improve cost to provide customer services,
• Manage sales revenue for assigned customer base
• External customer champion for assigned customers
• Internal customer champion, interfacing between the customer, Wabtec technical teams and Wabtec product teams
• Oversee multiple, simultaneous, large scale and high impact activities within a customer segment
• Identify and understand business needs and articulate them to technology teams effectively
• Leverage commonalty between industries, see the trends and be an ambassador on how to position digital solutions effectively to drive change within a customer account
• Lead the development of proposals for new and renewed service contracts while managing the budget
• Support the long-term goals of increasing contract margin and depth/breadth of the overall project
• Own the service metrics for each customer, present project plans and advise on financial risks
• Responsible for growing their service portfolio, establishing and delivering on project financial performance to the business
• Work within a matrixed team working on customer initiatives and coordinate work across multiple functions including service deployment, project management and engineering

What do we want to know about you?

• BA/BS degree in Business or Technical Disciplines
• 7-10 years of customer management experience with technically and functionally complex products or customers including service level and related contracts management
• Willingness to travel up to 35% of the time both locally and overseas as required
• Prior experience with large-scale software/hardware projects and the ability to lead and motivate high potential technical project teams
• Prior experience working with customers and a background in the rail industry
• Excellent presentation, written and verbal communication skills, with the ability to present to different audiences and bring the message across in a concise, professional manner
• Strong analytical and problem-solving skills - communicates in a clear and succinct manner and effectively evaluates information / data to make decisions, anticipates obstacles and develops plans to resolve, creates actionable strategies and operational plans

We are a 2025 Circle Back Initiative Employer – we commit to respond to every applicant

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.

To fulfill that commitment, we rely on a culture of leadership, diversity, and inclusion. We aim to employ the world’s brightest minds to help us create a limitless source of ideas and opportunities. We have created a space where everyone is given the opportunity to contribute based on their individual experiences and perspectives and recognize that these differences and diverse perspectives make us better.

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. This also includes providing meaningful employment for current and former Australian Defence Force (ADF) personnel, Aboriginal and Torres Strait Islander people, and refugees or asylum seekers. If you have a disability or special need that requires accommodation, please let us know.