Account Solutions Lead, Locomotive

The Account Solutions Lead, Locomotive is the primary contact person in establishing, maintaining and managing the relationship with North American Locomotive customers for all activities (aside from the sales function) involved in the management of all customer-related service inquiries. The Lead will receive and respond to customer inquiries on issues related to the executed agreement and the commitment(s) to our customer. This position will work closely with the Commercial Team and utilize the Mechanical and Fleet Portfolio Management teams to provide our customers with a positive customer experience.

• Serve as the main customer point of contact for GATX locomotive Group
  post transaction. Become an expert with each individual customer’s lease agreement(s) and identify GATX responsibilities in providing customized services for each lessee.
  
  • Receive and process customer communications related but not limited to complaints or general issues from the entire North American Locomotive customer base.
  • Collaborate with internal groups (i.e. Mechanical, Fleet Portfolio Management, Contracts, Billing, etc.) to address issues in a timely manner.
  • Provide consistent communication both internally and externally to ensure customer issues are handled promptly.
• Troubleshoot and provide technical assistance to customers as necessary.
• Manage customer contacts including repair and billing and other required data in Salesforce.
• Demonstrate proficient use in all systems available to the Locomotive Group.
• Participate in cross-functional IT and continuous improvement projects as needed.
• Submit requests for system enhancements.
• Participate in on-site customer visits with Sales and Mechanical as needed to add expertise and assistance.
• Assist internally with inspections and customer training.

• Undergraduate degree or technical school degree preferred, mechanical background a plus.
• Basic mechanical/electrical knowledge of EMD locomotives is required. GE knowledge a plus.
• General understanding of locomotive repair processes and procedures including but not limited to FRA/EPA/Transport Canada regulations.
• Strong computer skills with a good knowledge of MS Office, SAP and Salesforce required. Training provided if necessary.
• 2-4 years’ experience in a customer-facing role in a related industry.
• Some travel is required, usually to visit customers.