Position summary:

The general purpose of this position is to work with customers to coordinate maintenance (repair, paint/coating, cleaning) services on railcars (e.g., tank, hopper, and other railcars) that agree with FRA, AAR, and customer requirements and Eagle Railcar service capabilities. Will provide superior customer service to plant customers and assist the plant in achieving service goals. This role will focus on building strong customer relationships by providing accurate and timely information to both internal and external customers to help our key customers and Eagle locations achieve their strategic and service goals.

Responsibilities:

Customer Relations

· Serve as the primary customer contact, answering customer questions and requests related to maintenance services performed on railcars. Will answer customer questions on technical information related to tank, hopper and other railcar repair, cleaning, and coating specifications and/or procedures.

· Explains railcar maintenance procedures that need to be done on railcars.

· Helps the customer schedule project work needed on railcars and establishes a clear communication plan between customer, plant management, and corporate customer service to ensure servicing requirements and scheduling commitments are being met.

· Ensures customer and Eagle database systems accurately reflect railcar maintenance status and dates.

· Work with the internal QA department to track and monitor customer complaints and ensure servicing issues are addressed in a timely manner.

Railcar Flow Management: Railcar Pre-Arrival Planning

· Before the railcar arrives at the plant, must define the work needed to be done on the railcar (e.g., scope of work and railcar maintenance requirements). Communicating with customers thoroughly defines the reason shopped and scope of work needed on railcars.

· Daily identifies railcars scheduled to come into plant for maintenance by reviewing railroad listing, customer sites and by receiving customer, owner, lessees, and Eagle corporate phone calls, emails, and faxes. Monitors en-route order dates and status and will follow up with customers on railcars that have not arrived within 30 days. Ensures that en-routes are entered into Eagle system.

· Using the Eagle service request form, obtains and documents necessary repairs and maintenance needed on the railcar to include critical information on cleaning, inspection, valve, interior coating, and exterior paint. Evaluates the service request from information gathered by customers to ensure that it is accurate and complete. Must gather additional information such as MSDS, Cleaning Certificate, Railcar Drawings and Shop Records, IO, and FMs that are required to service the railcar.

· Immediately follow up with the customer or Eagle corporate if needed information to service railcar is incomplete or not available during the initial notification.

· Prepares railcar file to ensure the plant has appropriate forms, documentation, drawings, and information to service railcar and stores in en-route cabinet until car arrives at plant.

Railcar Flow Management: Railcar Arrival

· Identifies railcars that have arrived in railroad hold yards through railroad listing and customer.

· Ensures railcar status has been updated in Eagle and Customer database systems.

· Creates and monitors daily reports on railroad hold cars and cars in immediate storage area. Coordinates with plant management and railroad to rotate (schedule) railcars out of hold yard and have delivered to plant.

· Identifies railcars that have arrived at the plant through daily inbound switch list and updates railcar status in Eagle and Customer database systems. Ensure dates and car status information is accurate and the same on both Eagle and customer database systems.

· Check UMLER (EMIS) or railroad website for last ABT date, wild wheels, and truck hunting detection. Print all regulated and customer program (FMs, IOs, etc.) requirements needed on railcar from customer database systems.

· Updates any changes to information on service request form, special instructions and other railcar service-related paperwork to the railcar file and delivers to the inspection department.

Railcar Flow Management: Monitoring Railcar Status

· Oversee administrative railcar status reporting to customers and participate in customer and plant status meetings.

· Utilizes Eagle and customer database system report functions to monitor and ensure customer requirements, throughp