NAM Services Business Process Manager - Customer Service/Sales, Component Overhaul & Repairs

Alstom • New Castle, PA

23h • Onsite

About The Position

At Alstom, we understand transport networks and what moves people. From high-speed trains, metros, monorails, and trams, to turnkey systems, services, infrastructure, signalling and digital mobility, we offer our diverse customers the broadest portfolio in the industry. Every day, 80,000 colleagues lead the way to greener and smarter mobility worldwide, connecting cities as we reduce carbon and replace cars. This role is for a full-time onsite Business Process Manager - Customer Service/Sales, Component Overhaul & Repairs in New Castle, DE, US. You will take on a new challenge and apply your expertise in business process management, customer service, and digital tools in a new cutting-edge field. You’ll work alongside collaborative and driven teammates. You'll play a pivotal role in enhancing operational efficiency and digital adoption across key platforms, ensuring alignment with company policies and standards. Day-to-day, you’ll work closely with teams across the business (Strategy, Marketing, Sales, and Customer Service), provide technical support and training to Key Users, and lead process improvement initiatives—and much more.

Requirements

• Bachelor’s degree mandatory.
• Experience or understanding of Alstom systems/tools in assigned stream(s).
• Knowledge of solving complex system process problems and driving process improvements.
• Familiarity with digital adoption of e-commerce platforms and operational metrics/KPIs.
• Strong written and verbal communication skills.
• Strong analytical and problem-solving skills.
• Drive to learn and master new technologies and techniques.
• Proven leadership and influencing skills.
• Ability to effectively train others and provide technical support.
• Ability to work in ambiguous and challenging situations, meet deadlines, and manage risk and uncertainty.

Nice To Haves

• Master’s degree desirable.

Responsibilities

• Driving digital adoption of e-commerce platforms such as Parts 360, Customer Service Cockpit, and StationOne.
• Ensuring the correct usage of required systems and adherence to processes from a systems perspective.
• Maintaining accurate and complete data, including data from other functions and streams.
• Performing system management tasks such as IDOC errors management and COGI errors management.
• Leading root cause analysis and implementing corrective actions for process, data, system, and tool issues.
• Identifying improvement opportunities, defining actions, and ensuring achievement of targeted improvements.
• Providing technical support and training to Key Users on processes, data, systems, and tools.
• Supporting user access reviews and authorizations in line with internal control rules.
• Actively participating in the regional Key User expert network and sharing best practices and improvements.
• Coordinating system configuration changes, testing tool changes, and leading deployment of new tools while ensuring effective change management.

Benefits

• Collaborate with transverse teams and helpful colleagues
• Work with cutting-edge digital platforms like Parts 360, Customer Service Cockpit, and StationOne to drive operational excellence and digital adoption.
• Progress towards becoming a subject matter expert in business process management, leading systems and process improvements, and driving impactful change across global operations.
• Utilise our inclusive and innovation-driven working environment, where your leadership, adaptability, and continuous learning mindset are celebrated and nurtured.
• Contribute to innovative projects
• Steer your career in whatever direction you choose across functions and countries
• Benefit from our investment in your development, through award-winning learning

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees