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Technical Operations Engineer

2 months ago

West Melbourne, Florida, United States Wabtec Full time

Company Overview: Wabtec Corporation stands as a premier global supplier of equipment, systems, digital solutions, and enhanced services for both freight and transit rail. With nearly four centuries of combined expertise from Wabtec, GE Transportation, and Faiveley Transport, the organization boasts unparalleled digital proficiency, innovative technology, and top-tier manufacturing and services, thereby fostering the digital-rail-and-transit ecosystems. Wabtec is dedicated to performance that propels progress, crafting transportation solutions that enhance and transform the world. The company employs approximately 27,000 individuals across various global locations.

Role Overview: The Operations Support Engineer plays a pivotal role in addressing diverse inquiries and resolving product configuration and application challenges related to Wabtec TCOS products. This position requires a blend of technical troubleshooting and customer service expertise, engaging with a clientele that includes engineers, developers, integrators, and end users.

Key Responsibilities:

  • Ensure customer success by nurturing a mutually beneficial relationship between Wabtec and its clients, aiming for the highest standards of customer support and satisfaction.
  • Manage and deliver solutions for incidents and service requests, ensuring compliance with Customer Service Level Agreements (SLAs) and Wabtec Operational Level Agreements (OLAs).

Qualifications:

Essential:

  • A minimum of 4 years' experience in IT support services, encompassing phone, e-service, and onsite environments.
  • 3+ years of customer-facing experience.
  • At least 2 years of experience supporting production environments.
  • Strong analytical, troubleshooting, and root cause analysis capabilities.

Preferred:

  • Excellent written and verbal communication skills, capable of conveying messages effectively to diverse audiences.
  • Prior experience in rail operations.
  • High attention to detail and exceptional organizational skills.
  • Proficient client relationship management and customer support abilities.
  • Self-motivated, quick learner, and results-oriented with a strong focus on quality.
  • Solid understanding of Windows operating systems, particularly Windows 10 and newer.
  • Familiarity with the Microsoft.NET ecosystem.
  • Understanding of general network design principles, including TCP/IP and UDP.
  • Experience with network monitoring tools such as Wireshark and DataDog.
  • Comprehensive knowledge of SQL DBMS, focusing on SQL 2016 and newer.
  • Experience in production-critical DBMS environments.
  • Experience with Red Gate or VSTS Data tools.
  • Strong knowledge of replication, SQL profiler, SQL Management Studio, scripting, and package administration.
  • Experience working with XML.

Daily Responsibilities:

  • Focus on Wabtec TCOS Application Support.
  • Conduct operational-level product validation and qualification testing for production releases.
  • Collaborate with internal systems, software engineering, product, and program management teams to prioritize tickets for triage, sprint, and release planning for both planned and unplanned fixes.
  • Provide subject matter expertise for all incoming customer tickets.
  • Identify and address performance issues.

Physical Demands:

  • Regularly required to communicate verbally and audibly.
  • Must be able to remain in a stationary position, either standing or sitting, for extended periods.
  • Involves repetitive motions, including those of the wrists, hands, and/or fingers.
  • Assess the accuracy, neatness, and thoroughness of assigned work.

Wabtec Corporation is committed to tackling the world's most challenging issues. To achieve this, we foster a culture of leadership, diversity, and inclusiveness. We strive to employ the brightest minds globally to create a boundless source of ideas and opportunities. Wabtec Corporation is dedicated to equal employment opportunities, ensuring a diverse workforce.