Req ID:423771

We create smart innovations to meet the mobility challenges of today and tomorrow. We design and manufacture a complete range of transportation systems, from high-speed trains to electric buses and driverless trains, as well as infrastructure, signalling and digital mobility solutions. Joining us means joining a truly global community of more than 75 000 people dedicated to solving real-world mobility challenges and achieving international projects with sustainable local impact.

Service Quality Head - RSC IND


About Alstom in India

Alstom has established a strong presence in India. Currently, the company is executing metro projects in several Indian cities including Chennai, Kochi and Lucknow where it is supplying Rolling Stock manufactured out its state of the art facility at SriCity in Andhra Pradesh. In the Mainline space, Alstom is executing Signaling & Power Supply Systems for the 343 Km. section on World Bank funded Eastern Dedicated Freight Corridor. Phase 1 in the construction of the new electric locomotive factory for manufacturing and supply of 800 units of 12000HP locomotives is also complete at Madhepura, Bihar while the depot at Saharanpur, Uttar Pradesh is ready to commence operation. Alstom has set up an Engineering Centre of Excellence in Bengaluru, and this coupled with a strong manufacturing base as well as localized supply chains, is uniquely positioned to serve customers across the globe. Today, Alstom in India employs close to 3600 people and in line with Government of India’s ‘Make in India’ policy initiative, Alstom has been investing heavily in the country in producing world class rolling stock, components, design, research and development to not only serve the domestic market, but also rest of the world. www.alstom.com/ India


JOB TITLE & JOB CODE



Job Title: Service Quality Head - RSC IND



PURPOSE OF THE JOB



Represents the Customer Voice within the Depots included in his/her scope. Ensures that all Customer quality issues are addressed and
managed. Consolidates good relationships with Customer, contributes to Customer Satisfaction . Ensures the Quality of the products & Services delivered to customer

Manages closely the Quality & Safety items of the Operations activities. Escalate critical Quality and Safety issues within the organization; directly manage maintenance issues not related to Safety
Develops a shared Quality & Railway Safety culture, Right First Time approach, improvement initiatives within the Service depots included in his/her scope
Cascades & implements Service Quality objectives within the depots included in his/her scope
Contributes to ensure that Quality and Railway Safety objectives are reached
Contributes to certification (ISO 9001, ISO 14001, etc.) keeping as far as he/she concerns
Actively participates to internal ones, 2nd (Customer) and 3rd part y audits and contribute to their follow-up
Assures Alstom Service processes respect and related procedures application; promotes development of specific (project) documents


ORGANISATION



Organisation structure (job belongs to..)

Service Quality Department


Reports directly to:

Quality Director /Head


Other reporting to:

Functional to Director Services


Direct reports:

n/a



Network & Links



Internal

Project Team, Engineering Team, Sourcing team, Supply Chain team, PrWM team, Operational team, Quality network
External

Customers, Suppliers
Quality Network
Certification auditors


MAIN RESPONSABILITIES



Customer Voice

Contributes to Customer Satisfaction achievement
Supports platform QM in defining consistent action plans following Customer Satisfaction Surveys, following them up
Industrial Quality Control support in the depots

Arranges (or partecipates to) periodical meeting with Depot Managers in order to analyse process / quality product problems or quality customer issues and drive related depot action plan
Manages maintenance Quality issues and contributing to the related improvement plan and processes reviews and NC decreasing
Supports cost of not-quality analysis in maintenance activities and contribute with platform QM in defining action plans aimed at the reduction of costs of not-quality
Assures clearness and completeness of the documentation issued during maintenance activities
Contributes to share best practices/documents to all depots under his/her responsibility
Performs internal (depot level) assessments according applicable rules
Quality culture spread

Develops a shared Quality & Railway Safety culture, Right First Time approach
Cascades & implements Service Quality objectives within the depots included in his/her scope
Contributes to continuous improvement plans in order to analyze and reduce the Quality and Safety deviations;
Helps to promote a Quality and EHS culture and behavior in depots in order to better develop business objectives
Takes a leading/gathering role in Quality and railway Safety issues management
Quality assurance

Actively participates to internal and 3rd party (when requested) audits and following action plan definition and follow-up
Coordinate for completing DFQ -Service Gate reviews with good maturity applicable to Services.

Suppliers Quality Management

Manages Supplier quality issues by looking for data/info and carefully evaluating all of them
Opens NCRs according existing rules (see point before and in GSI environment) towards external/internal Suppliers collecting all necessary data/info, and taking care of their right use/application. Support SQA in RNC management (for external Suppliers)
Contributes with Supply Chain and Operation in right flow respect of nc physical parts management
Supervises Suppliers interventions in depot in order to ensure the quality of their activities on trains
Partecipates to meeting/visit at Supplier’s site when requested
Customer NCRs management

Manages NCRs issued by Customer
Collects all necessary information from field related to any claim raised by Customer and evaluates them
Applies proper tools (8D, PDCA, etc) in NC management
Keeps updated register of NCs/issues towards Customer
Speeds up improvement process and its deployment with the aim to increase Quality performances
Actively participates to Customer (2nd part) audits and following action plan definition and follow-up
Quality and railway Safety issues management

Manages problem solving by means of proper tools (8D, QMSLI, etc) in PST environment both autonomously and supporting platform QM and other functions representative
Team Management



MAIN REQUIRED COMPETENCES



Educational Requirements Bachelor degree in Engineering



Mandatory:

Quality professional background in Industrial Management environment (min. 10 years)
Fluent in English

Desirable

6 Sigma Certification
Job experience in railway companies
Understanding of Operations, Sourcing, Logistic and Project Management
Knowledge of Quality standard (ISO9001, ISOTS22163 (IRIS), CMMI, ECM,) and quality tools (Pareto, Ishikawa, etc.)


Experience



Mandatory

Minimum 20 years


Desirable

Depo / Railway Quality



Competencies & Skills

Team Management
Rigor, communication, ability to challenge, strong Problem Solving Approach
Leadership and ability to convince/influence people
Analytical skills
Ability to deal with complex Matrix Organization and Multiple Interfaces
Customer oriented
Familiar with audits and quality control activities
Frequent travels and missions


An agile, inclusive and responsible culture is the foundation of our company where diverse people are offered excellent opportunities to grow, learn and advance in their careers. We are committed to encouraging our employees to reach their full potential, while valuing and respecting them as individuals.



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