Customer Care Department Director en Vossloh

Are you eager to help shape the future of mobility and contribute to sustainability? Then Vossloh is the right place for you. Join our team and be part of innovative solutions that drive positive change in the transportation industry.

At Vossloh Cogifer, our mission is clear : to promote green mobility through innovative rail infrastructure solutions. We are proud to operate in an environment where everyone can express themselves freely, collaborate, and take risks with confidence.

Our Top Employer certification reflects our commitment to continuously improving our processes and adapting to new digital challenges. We are accelerating our transformation to work more efficiently, share our expertise, and break down silos by collaborating with multicultural teams around the world.

Position Overview

The Customer Care Function Director will lead the global Customer Care function within Vossloh Switch Systems BU (VSS). Customer Care (CC) is the voice of the customer in the Order to Cash organization, ensuring the smooth execution of contracts from order intake to final invoicing and after-sales support. The CC Function Director has a transversal dimension, coordinating CC activities and processes across all legal entities of VSS. He will particularly work closely with the OTC departments, Operations Sales Management and the Chief Customer Officer

Key Responsibilities

1. Project Management Process Design & Deployment

• Define and implement a standardized end-to-end project management process related to spot projects covering:
  • Order validation, handover and contract review
  • Project planning (scope, schedule, resources, budget)
  • Risk assessment and mitigation
  • Milestone tracking and progress reporting
  • Change order management and documentation control
  • project closure and handover to after-sales department
• Deploy this harmonized process across all subsidiaries and ensure consistent application.
• Deploy digital tools and dashboards to track project performance, deviations, and corrective actions. Monitor market tools to keep Customer Care managers at the top of their game.
• Manage strategic workforce planning within the BU (succession plan, competences assessment..)
• Drive a culture of lessons learned and continuous improvement across countries.

2. Contract management process design & deployment:

• Drive a standardized contract management framework with national operators to ensure smooth order flow, operational excellence, and strong customer partnerships. This includes:
  • Building a close relationship with customer supply chain teams through structured governance.
  • Aligning Capacity allocation and order entry aligned with reserved capacities.
  • Deploying dashboards to monitor and improve OTIF, late backlog, and order intake.
  • Overseeing site performance, penalty risks, and payment monitoring.

3. Order Execution & Customer Satisfaction

• Monitor and ensure that local customer care teams provide proper reports on status of supply contract execution, including Order Status report, change Order Management template and risk Management.
• Monitor regular business on end-to-end basis from offer to delivery ensuring full customer satisfaction
• Monitor and drive performance with a strong focus on OTIF (On Time In Full) delivery, margin protection, and effective management of change orders.
• Manage continuous improvement of KPIs including automatization.
• Ensure effective management of major claims by activating the crisis cell to be led by Country Managers, maintaining transparent and adequate communication with customers, and mobilizing dedicated resources.

3. Team & Project Leadership

• Functionally lead local project teams responsible for delivering complex and spot contracts signed primarily with contractors.
• Functionally oversee teams managing framework agreements with major railway operators (e.g., SNCF, DB, RFI) as well as the regular spare parts business for maintenance clients
• Directly Manage VSS aftermarket department responsible for supporting customer maintenance teams and promoting circular economy.
• Guarantee strong alignment of order execution with corporate objectives and customer commitments.

4. Governance & Risk Management

• Report identified risks to the VSS Head of Order to Cash and establish adapted governance on high-risk projects.
• Implement a structured escalation process for major claims and disputes.
• Ensure proper documentation and compliance to safeguard margins and contractual obligations.

5. Capability Building & Continuous Improvement

• Organize training and coaching to strengthen project management skills across Customer Care teams worldwide.
• Drive the team toward recognized project management certification (e.g., PMP, PRINCE2, IPMA).
• Promote cross-functional collaboration between Customer Care teams, Sales, Supply Chain, and Finance.

Performance Indicators (KPIs)

• OTIF (On Time In Full): % of projects/orders delivered on schedule and in full scope.
• Change Order Cycle Time: Average time to process and approve change orders.
• Project Margin Variance: Deviation between planned and actual project margins.
• Dispute Resolution Time: Average lead time to resolve customer claims or disputes according to criticity level
• Process Compliance Rate: % of projects following the standardized project management methodology.
• Customer Satisfaction Score (NPS): Post-project feedback from customers.
• Training & Certification Rate: % of Customer Care staff trained or certified in project management methodology.

Education

• Master’s degree (or equivalent) in Business Administration, Supply Chain Management, Engineering, or a related field.

Experience

• Minimum 10–15 years of professional experience in Customer Care, Contract Management, or After-Sales Service, preferably within the railway, transportation, or industrial sectors.
• Proven experience in managing large contracts/framework agreements with major accounts.
• Demonstrated expertise in handling crisis situations and managing major claims.
• Strong leadership experience with multicultural and cross-functional teams.
• Track record of driving customer satisfaction and process improvements.

Other Requirements

• Willingness and ability to travel up to 60% of the time, both domestically and internationally.
• Fluent in English (additional European languages are a strong asset).

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