Manager, Account Solutions – East Region
Customer Support

Overview:

The Manager, Account Solutions manages a five-member regional team responsible for establishing, maintaining and managing the relationship with a portfolio of 175-250 customers accounting for approximately 23,000-30,000 cars and $7.50-10M in customer liability repair billing annually. The Manager is a “player coach” handling their own portfolio accounts while also overseeing a team whose members each have a portfolio of accounts. The Manager also oversees all regional activities (aside from the sales function) involved in the management of customer related service inquiries.

This HYBRID position will have a material impact on not only GATX’s financial success, but also GATX’s ability to satisfy our customers and maintain our industry reputation as a leader in the railcar leasing market.

The incumbent will be a strong manager of people as well as having the capability to provide the levels of service necessary to achieve the highest degree of Customer loyalty. The incumbent must have a strong understanding of GATX’s business, the functions performed by GATX departments, and a thorough understanding of the Car Service contract. The incumbent must have extensive railcar technical knowledge and the services related to maintaining the existing GATX fleet.

Responsibilities:

  1. Manage a team of five (5) Account Solutions Leads/Senior Account Solutions Leads in the East Region who are each responsible for a portfolio of customer accounts, and address regional customer issues as needed across GATX to facilitate resolution and improvement.
  2. Respond to customer requests to shop car for compliance, bad order and Destroyed and Damaged Car Tracking (DDCT) incidents, and analyze repair estimates and communicate customer liability charges to customers. Serve as a liaison for researching, analyzing and communicating customer-related issues to all appropriate parties, and assist team members as needed on requests to maintain customer cars.
  3. Serve as main contact in dealing with our customers for all activities (outside the sales function) related to the management and utilization of the GATX leased railcar fleet, and ensure the regional team is consistently responding to customers accurately and in a timely fashion.
  4. Monitor and work with customers to keep cars in compliance per AAR regulations, and oversee regional efforts towards achieving regional and departmental compliance goals.
  5. Represent Account Solutions in cross functional IT and continuous improvement projects as it relates to customers, internal systems, and GATX processes.

Qualifications:

Education and/or Experience Required:

  • Bachelor degree (preferred); equivalent industry or customer facing experience acceptable
  • 7-10 years of proven industry experience
  • Extensive rail leasing industry knowledge
  • People management experience preferred
  • Demonstrated problem solving abilities
  • Proven strong verbal and written communication skills
  • Strong PC skills
  • This is a HYBRID role

Other: Some travel required. Usually to visit customers or participate in customer-related events.

 

Consistent with our policy, all new hires are required to be fully vaccinated and boosted.

 

GATX embraces diversity, and we are proud to be an Equal Opportunity Employer. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills.

 

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

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