Customer Support Engineer - Tallahassee, United States - Wabtec
Description
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:
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It's not just about your career... or your job 's about who you are and the impact you are going to make on the world.
Do you want to go into uncharted 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?
In this role with will be working with highly capable and experienced team members who together provide remote and on-site technical support to the Channel Partner / Distributor network as well as directly to the customer / end-user installed-base.
Engineering, Commercial / Sales, Product Management, Quality, Regulatory & Compliance, Sourcing / Supply-chain, and Manufacturing.
How will you make a difference?
As a member of the Customer Support Engineering (CSE) team within the Wabtec Marine & Stationary group, you will provide remote and onsite (technical and parts) customer support of the Wabtec (marine & stationary power generation) engine installed base by working collaboratively with the Wabtec Channel Partner / Distributorship network with focus on post-sale engine lifecycle management, spanning the commissioning, warranty, post-warranty, and overhaul milestones.
English language spoken, written, and presentation skills
Technical degree or certification - Preferably mechanical or electrical engineering
Proven mechanical, electrical, and electronic troubleshooting, diagnosis, and remediation skills
Diesel engine domain experience / knowledge including mechanicals and controls system
On-site and Remote Service and Support experience
Marine Class Society knowledge and associated collaboration / correspondence skills
Marine and Stationary Power Generation application experience
IT (log files transfer), computer (MS Office), measurement (digital multi-meter), and control systems (Kongsberg, EasyGen, etc.) proficiency
Expertise in managing projects and resources remotely and on-site
Expertise and ability to pivot as priorities change, and managing multiple priorities simultaneously
Customer satisfaction focused
Responsive and proactive
Independence
Highly communicative, collaborate, and a team player
Keen sense of urgency with the ability to pivot seamlessly as priorities evolve
Passion, positive, upbeat, inspirational, aspirational, can-do attitude
A laser focus of on-time delivery of all work activities
Multi-tasking skills and capability
Stellar organizational skills with a passionate attention to detail in all work activities
Comfortable working in an environment filled with ambiguity, uncertainty, and fluid priorities
What will your typical day look like?
Perform all necessary remote and onsite engine lifecycle customer support activities
Planned service and support event coverage including new install commissionings, field modifications, customer technical & Parts queries, and engine overhauls
Unplanned service and support coverage including troubleshooting and remediation of compromised performance through out-of-service scenarios
Execute shipyard capability assessments with ability to identify gaps and risks which may impede engine commissioning quality and workmanship during installation, commissioning, and sea-trial
Coverage of commissioning activities including sub-systems installation, diagnostics, troubleshooting, wiring checks, alarms testing, and sea-trial
Product offering service and support hands-on prowess including mechanical, systems, electrical, electronic, software, diagnosis, remediation, verification / validation, and closure
Apply technical troubleshooting skills, along with facts & data remedy identification, and corrective action execution practices
Perform schematics and wire list / diagram interpretation
Provide necessary facts, data, actions taken, and remediation attempts for Level3 escalations via service ticketing system
Receive part number identification / cross-reference and application queries from the customer and communicate those part number(s) as identified via the Customer Web Center (CWC) portal
Retrieve, interpret, and apply engine technical documentation per structure, specification, readings, measurements, adjustments, and operating parameters
Train and mentor customer crew members on operation and proactive maintenance best practices
Identify and communicate standard and specialized tools use and application to the customer crew
Connect to and retrieve engine log files data and/or load software to engine controllers
Project manage field modifications planning, communication, preparation, logistics, and execution
Passionate adherence of documentation submission timeliness, accuracy, and completeness
Seek and deliver on service and support revenue opportunities
Willingness to work varying and flexible work hours to support team collaboration and customer support across necessary time-zones
Willingness and ability to travel regionally on short as one-day notice
24x7 on-call coverage of assigned region
40% Travel
What about the physical demands of the job?
Work for extended hours in warm or cold environments in shipyards and in the confined spaces of a marine vessel's engine room
Able to traverse the expanses of a large medium speed diesel engine safely and efficiently to perform troubleshooting, repair, remediation, and upgrades
Willing to get dirty to get the job done
Ability to safely and comfortably lift 50 pounds
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 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.