Operations Support Engineer

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.

Who will you be working with?

Role Summary: The Operations Support Engineer is responsible for various inquiries, resolving product configuration and application issues for Wabtec TCOS products using a mix of technical troubleshooting and customer service skills. Our customers include engineers, developers, integrators, and end users.

How will you make a difference?

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 Wabtec Operational Level Agreements (OLAs)

What do we want to know about you?

You must have:

• At least 4 years of experience in a phone, e-service and onsite IT support services environment required.
• 3+ years customer facing experience required.
• At least 2 years supporting production environments
• Strong analytical, troubleshooting problem-solving and root cause analysis skills

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 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 with focus 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.

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.