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Customer Support Engineer

3 months ago

Melbourne, United States Wabtec Corporation Full time

Job Description


Who will you be working with?

Wabtec is the world's Digital Industrial Company, transforming industry with software-defined machines and solutions that are connected, responsive and predictive. Through our people, leadership development, services, technology and scale, Wabtec delivers better outcomes for global customers by speaking the language of industry.

Wabtec offers a great work environment, professional development, challenging careers, and competitive compensation. Wabtec is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.

Our best-in-class Customer Experience team combines knowledge of customers’ networks and processes with deep domain expertise and tenured experience to deliver unparalleled network support services of our digital platform products. Here you’ll interact daily with the customer during the problem resolution process and will partner with other key stakeholders to support our customers and their operations.


How will you make a difference?


The Customer Support Engineer I is responsible for resolving product, configuration, and application issues/questions for Wabtec solutions products. Ensure customers' success by fostering a balanced relationship that benefits both Wabtec and the customer with the goal of producing the highest level of customer support and satisfaction. Manage and deliver solutions for Incidents and service requests that meet or exceed Customer Service Level Agreements (SLAs) and Operational Level Agreements (OLAs).


What do we want to know about you?

You must have:

· A high school diploma or equivalent experience (technical or vocational training a plus).

· Knowledge of Linux, Red Hat, SQL, and/or Korn shell scripting.

· A minimum of 1-3 years of professional experience.

• Familiarity with networking concepts and protocols.


We’d love it if you had:

• Critical thinker with the ability to analyze and solve complex problems.

• Experience in application support with a focus on troubleshooting and issue resolution.

• Excellent organizational skills with great attention to detail.

• Team player with strong interpersonal and communication skills.

• Demonstrated ability to learn quickly and adapt to new technologies and challenges.

• Familiarity with the railroad industry.


What will your typical day look like?

• Engage with clients and attend regular calls.

• Update Knowledge Articles as needed in the appropriate Knowledge tool(s).

• Act as escalation resource for Tier 1 support teams

• Research and troubleshoot issues involving all aspects of Wabtec solutions, including but not limited to user interface, network and communication connectivity and performance, Cloud and on- premises component interoperability, data collection/storage, visualization, analytics, machine monitoring software and associated control systems, hardware infrastructure, and interfaces to enterprise systems such as ERP, PLM and Quality.

• Own and manage personal caseload and perform callbacks and case follow through as defined by the Case Management Guidelines.

• Investigate and resolve application issues by analyzing logs, identifying root causes, and implementing timely and effective solutions.

• Troubleshoot and identify product problems for presentation to senior team members for resolution or disseminate appropriate information necessary to correct configuration issues.

• Adhere to all processes and methodology for Knowledge Centered Support. Create knowledge content for the Knowledge base.

• Participate in an on-call rotation, providing off-hours coverage for high severity incidents, changes and service requests.

• Works to meet or exceed all team KPIs.

What about the physical demands of the job?

· Employee will be preforming work that primarily involves sitting/standing.

· Employee will spend a lot of time looking at a computer monitor.

· Employee is regularly required to talk and hear.

· Employee able to travel if needed less than 10%

· Employee able to use a computer for programming and interacting with his team.

· Employee will be repeating motions that may include the wrists, hands and/or fingers.

· Employee will be communicating with others to exchange information.


What about the work environment you will be working in?

· The employee will normally work in a temperature-controlled office environment, with frequent exposure to electronic office equipment.

· Wabtec works in a hybrid model giving employees the flexibility to work remotely on Monday/Friday and in-office Tuesday/Wednesday/Thursday

· You may also be asked to perform other duties outside of your function or trade, for which adequate training will be provided if necessary.

· Wabtec will only employ those who are legally authorized to work in the U.S. for this opening. Any offer of employment is conditioned upon the successful completion of a drug screen (as applicable) and fitness for duty test (as applicable).