It’s not just about your career or job title… It’s about who you are and the impact you will make on the world. Because whether it’s for each other or our customers, we put People First. When our people come together, we Expand the Possible and continuously look for ways to improve what we create and how we do it. If you are constantly striving to grow, you’re in good company. We are revolutionizing the way the world moves for future generations, and we want someone who is ready to move with us.
Who will you be working with?
The Operations Support Engineer is responsible for various inquiries, resolving product configuration and application issues for Wabtec TCOS (Train Control Operating System) products using a mix of technical troubleshooting and customer service skills. Our customers include engineers, developers, integrators, and end users. This is an on-site position working from our Brightline customer location in Jacksonville, Florida.
How will you make a difference?
Ensure customer success by fostering a balanced relationship that benefits Wabtec and the customer to produce the highest customer support and satisfaction. Manage and deliver solutions for Incidents and service requests that meet or exceed Customer Service Level Agreements (SLAs) and Wabtec Operational Level Agreements (OLAs)
What do we want to know about you?
You must have:
4 years of experience in a phone, e-service and onsite IT support services environment required.
3 years customer-facing experience required.
2 years of supporting production environments
Strong analytical, troubleshooting problem-solving and root cause analysis skills
Able and willing to work M-F on-site at our customer location in Jacksonville, Florida
We would love it if you had:
Strong written and verbal communication skills, with the ability to present to different audiences and bring the message across in a concise, professional manner.
Prior rail operating experience
High attention to detail and organization skills
Excellent client relationship management and customer support skills
Self-motivated, quick learner and results-oriented with a clear focus on quality
A strong understanding of Windows operating systems with a focus on Windows 10 and newer.
Demonstrate a strong background and familiarity with the Microsoft.NET ecosystem
Strong understanding of general network design principles including TCP/IP and UDP
Experience with network monitoring tools such as Wireshark and DataDogA thorough knowledge of SQL DBMS, focusing on SQL 2016 and newer.
Experience working with DBMS in a production-critical environment.
Experience working with Red Gate or VSTS Data tools
Strong knowledge of replication, SQL profiler, SQL Management Studio, scripting, and package administration
Experience working with XML
What will your typical day look like?
Focus on Wabtec TCOS Application Support
Perform operational-level product validation and qualification testing for production releases
Work with internal systems, software engineering, product, and program management teams to prioritize tickets for triage, sprint, and release planning for planned, unplanned, and hot fixes;
Provide subject matter expertise for all incoming customer tickets;
Identification of performance issues
What about the physical demands of the job?
Employee is regularly required to talk and hear.
Remaining in a stationary position, often standing or sitting for prolonged periods.
Repeating motions that may include the wrists, hands and/or fingers.
Assessing the accuracy, neatness and thoroughness of the work assigned.
You may also be asked to perform other duties outside of your function or trade, for which adequate training will be provided if necessary.
Who are we?
Wabtec Corporation is a leading global provider of equipment, systems, digital solutions, and value-added services for freight and transit rail as well as the mining, marine, and industrial markets. Drawing on nearly four centuries of collective experience across Wabtec, GE Transportation, and Faiveley Transport, the company has grown to become One Wabtec, with unmatched digital expertise, technological innovation, and world-class manufacturing and services, enabling the digital-rail-and-transit ecosystems.
Wabtec is focused on performance that drives progress and unlocks our customers’ potential by delivering innovative and lasting transportation solutions that move and improve the world. We are lifelong learners obsessed with making things better to drive exceptional results. Wabtec has approximately 27K employees in facilities throughout the world. Visit our website to learn more! http://www.WabtecCorp.com
Our Commitment to Embrace Diversity:
Wabtec is a global company that invests not just in our products, but also our people by embracing diversity and inclusion. We care about our relationships with our employees and take pride in celebrating the variety of experiences, expertise, and backgrounds that bring us together. At Wabtec, we aspire to create a place where we all belong and where diversity is welcomed and appreciated.
To fulfill that commitment, we rely on a culture of leadership, diversity, and inclusion. We aim to employ the world’s brightest minds to help us create a limitless source of ideas and opportunities. We have created a space where everyone is given the opportunity to contribute based on their individual experiences and perspectives and recognize that these differences and diverse perspectives make us better.
We believe in hiring talented people of varied backgrounds, experiences, and styles… People like you! Wabtec Corporation is committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or expression, or protected Veteran status. If you have a disability or special need that requires accommodation, please let us know.