Description

About the job

Toronto, Ontario, Canada (Hybrid)

We are looking for a Project Manager Services/Customer Account Manager to join our team in Toronto!

They are part of the Service Delivery team and are responsible to deliver related Hitachi Rail Urban Rail Signaling bids and projects for a set of worldwide customer account(s), within schedule, budget and contractual requirements.

Services projects include all projects resulting from an existing Customer/infrastructure and are typically: Maintenance Service Contracts, simple and complex Upgrade Projects, Obsolescence Management, Data analytics contracts, and Service Call-Outs.

Key Responsibilities:

• Project Management for Service contracts

• Manages project team members (work assignments, performance management, coaching)
• Responds to Customer Request Resolution (technical queries, expediting, etc.)
• Develops and adheres to project budget and schedules
• Prepares reports for management review and liaises at all levels within the company
• Identifies and manage Opportunities and Risks
• Ensures that the configuration is correctly managed
• Ensures that the original model is still valid
• Ensures the versioning is controlled
• Responsible for ensuring that all safety issues are implemented through company’s safety processes and procedures, specifically while managing any customer site activities, during in-house hardware and/or software development, and during the various discipline review meetings
  
  

• Bid Management for Services contracts to meet defined Order Intake targets

• Responds to RFQs/RFPs and/or any other customer’s Requests
• Evaluates customer specifications, assesses Hitachi Rail solution compliance
• Is the leader of the Bid Team (Work Package Managers, Project Design Authority, Financial Controller, etc.), and applies relevant bid process to deliver proposals with necessary Gate reviews & bid artifacts (internal and external deliverables)
• Establish offering and pricing strategies in coordination with Sales organization
• Delivers proposals within targeted performance (Customer satisfaction, On-time delivery, Bid Cost vs. Budget, etc.)
  
  

• Customer Account Management (including regular communications and visits)

• Maintains the Customer Account Management Plan
• Regularly updates the plan and ensures it is continuously adapted to the service
• Interfaces with the Customer or on-site Hitachi Rail unit Team about the technical & operational subjects relating to the capture and processing of his/her requests, to the delivery of the service and to the delivery of associated documents
• Analyses customer feedback, performance indicators, operating reports
• Produces and monitors Key Performance Indicators (KPI)
• Compares KPI with targets set internally and externally
• Leads continual service improvement approach
• Sets up action plan to improve the quality of the service provided /perceived by the customer or to reduce the associated cost
• Manages commendation & complains, capitalize on commendation & complaints for continuous improvement
• Monitor impact of obsolescence / Software and Hardware change requests and, lead resolution actions while communicating with customer effectively
  

Required Skills and Experience:

• Bachelor's of Science In Engineering, or equivalent work experience
• More than 3 years project management experience
• Experience with bid management / proposals
• Customer service and marketing/sales experience
• Excellent communication and interpersonal skills
• Strong organization and negotiating skills
• Excellent Excel / PowerPoint skills
  
  

Preferred Skills and Experience:

• Rail Signaling experience
• Project Management experience in the rail industry
• Obsolescence management experience
• Hitachi Rail SelTrac knowledge
• MS Project, Primavera skills
• Project Management certification (IPMA, PMP), PEO (Professional Engineers Ontario)
  
  

Thank you for your interest in Hitachi Rail. If your application is of interest, we will be in contact. Please do not hesitate to discover more about us and our latest jobs at https://www.hitachirail.com/careers.

At Hitachi Rail, there is a place for everyone. We welcome and value differences in background, age, gender, sexuality, family status, disability, race, nationality, ethnicity, religion, and world view. It is our commitment to create an inclusive environment - we are proud to be an equal opportunity employer.

We would be delighted if you would be one of our followers at https://www.linkedin.com/company/hitachirail.