Account Manager

Trinity Industries is seeking an Account Manager for our Dallas, TX Headquarters. This position combines fleet repair management with customer experience management.

Join our team today and be a part of Delivering Goods for the Good of All!

What You'll Do:

You will oversee assigned leased railcar fleets, manage repairs, costs, and compliance while ensure seamless customer service from order delivery to issue resolution. Responsibilities include auditing invoices and estimates, coordinating with repair shops, and driving cross-functional collaboration to optimize performance and reduce costs. The ideal candidate leverages data-driven insights and strong communication skills to deliver best-in-class results for both customers and operations.

• Prepare and issue repair instructions so vendor shops know what work is needed on a railcar, using established processes and procedures.
• Act as a liaison and resolve issues between repair shops, customers, engineering, accounting, and other internal groups.
• Analyze shop repair estimates and invoices for accuracy and potential cost savings; approve repairs using data tools to decrease fleet cost of ownership while maintaining throughput.
• Monitor shop performance on cost, turnaround time, on-time delivery, document accuracy, and customer service; drive corrective action plans where needed.
• Partner with internal and external stakeholders (Engineering, Portfolio/Fleet, Accounting, Shops, Customers, Sales) to deliver best-in-class outcomes.
• Manage all aspects of the customer experience for an assigned set of customers.
• Manage daily customer service requests and execute order delivery requirements.
• Handle inquiries regarding projects, change orders, and invoice accuracy; manage issue resolution across functions and levels of the organization.
• Coordinate project management activities including change analysis, order reviews, specification reviews, shop calls, railcar schedule coordination, customer calls.

Performance Metrics (KPI Targets)

• Meet order delivery requirements (On Time Delivery).
• Resolve customer service requests within department cycle time requirements.
• Maintain timely, accurate communication with customers.
• Reduce cost of ownership through repair approval discipline and shop performance management.
• Improve shop performance: cost variance, TAT (turnaround time), OTIF (on-time, in-full), documentation accuracy.
• Drive consistency in invoice accuracy and cost ownership across contracts.

What You'll Need:

REQUIRED Qualifications:

• Associates degree required, Bachelor's degree preferred
• 5+ years of Railcar repair experience required
• Excellent communication and interpersonal skills for managing relationships with customers and across a matrixed organization.
• Strong process focus, data analytics, problem solving, organization, time management, and prioritization skills.
• Data-driven decision-making & financial acumen.
• Negotiation and dispute resolution.
• Customer-centric communication and expectation management.
• Results orientation and accountability.

PREFERRED Qualifications:

• Experience with railcar lifecycle, compliance projects, and termination workflows (begin/end charge, spec gathering, termination readiness).
• Demonstrated success in shop/vendor management and cross-functional project execution.
• Proven ability to interpret contract language and assign cost ownership.
• Stakeholder management & cross-functional collaboration