Wabtec Corporation is a leading global provider of equipment, systems, digital solutions and value-added services for freight and transit rail. Drawing on nearly four centuries of collective experience across Wabtec, GE Transportation and Faiveley Transport, the company has 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, creating transportation solutions that move and improve the world. Wabtec has approximately 27,000 employees in facilities throughout the world. Visit the company's new website at: http://www.WabtecCorp.com.


It's not just about your career... or your job title...it's about who you are and the impact you are going to make on the world. Do you want to go into uncharted waters...do things that haven't been done to make yours and someone else's life better? Wabtec has been doing that for decades and we will continue to do so! Through our people, leadership development, services, technology and scale, Wabtec delivers better outcomes for global customers by speaking the language of industry.


Role Summary : The Customer Support Engineer is responsible for resolving product, configuration, and application issues/questions for GE solutions products. May also include: providing cross-product technical and problem expertise towards complex customer solution and upgrades.


Responsibilities : Ensure customers success by fostering a balanced relationship that benefits both GE 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 GE Operational Level Agreements (OLAs)


In this role, you will:


• Engage with clients on day to day operations, attend and occasionally lead weekly calls to facilitate implementation of solutions while adhering to change control and compliance protocols.


• Establish and grow relationships with functional peers with internal and client teams.


• Develop custom or standard programmatic solutions using the available tools & utilities, coding conventions and quality control procedures.


• Knowledge transfer - Author user/technical documentation and case notes. Act as a technical resource or mentor other team members. Create and/or 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 GET solutions, including but not limited to user interface, network and communication connectivity and performance, Cloud and on- premise 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.


• Troubleshoot and identify product problems for presentation to engineering for resolution or disseminates 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.


Qualifications : Bachelor's Degree strongly preferred. A minimum 3-5 years of professional experience.


Characteristics :


• Ability to work independently with minimum direction


• Effective communication skills. Demonstrated ability to effectively interface with cross-functional teams


• Positive attitude when dealing with customers and co-workers.


• Strong common sense and logical reasoning skills.


• Familiarity with remote monitoring and diagnostics solutions and concepts


• Exceptional troubleshooting, customer service, and analytical skills


• Sets an example in terms of quality, consistency and level of work, as well as work ethic and approach


Technical Expertise:


• Expertise in analyzing and infrastructure, network and software performance issuesHands-on installation and/or troubleshooting expertise in one or more of the following technologies; Linux/Unix Operating Systems, Database systems (Oracle/SQL Server), Storage, Backup, Disaster Recovery, Monitoring tools (BMC, Solarwinds, Nagios), Application Troubleshooting (C++/Perl/Tuxedo), log review.


• Experience with enterprise service delivery tools (SalesForce, ServiceNow, Clarify, Remedy)


• Working knowledge of TCP/IP protocols, Layers of Networking, IP addressing,


• Able to troubleshoot complex issues using a variety of applications (Perl, Toad, etc.)


Business Acumen:


• Can identify, document and escalate ongoing customer needs.


Maintains high levels of customer satisfaction across all customer interactions. Addresses customer concerns quickly and effectively; at times, anticipates customer concerns before they become issues.


Personal Attributes:


• Listens attentively; reads and exhibits proper body language in a collaborative setting to drive effective discussion; captures specific formation from the audience and validates it back to them for acceptance; ensures that the information was properly understood by reading verbal and non-verbal cues; asks both open and closed questions in a logical order to gather critical information.


Wabtec Corporation is committed to taking on the world's toughest challenges. In order to fulfill that commitment we rely on a culture of leadership, diversity and inclusiveness. We aim to employ the world's brightest minds to help us create a limitless source of ideas and opportunities. 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.