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 from our customer Brightline's operations center 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, with occasional off-hours and weekend support needed.
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.
Excellent client relationship management and customer support skills
Self-motivated, quick learner and results-oriented with a clear focus on quality
Prior rail operating experience
High attention to detail and organization skills
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 knowledge of replication, SQL profiler, SQL Management Studio, scripting, and package administration
Strong understanding of general network design principles including TCP/IP and UDP
Experience working with Red Gate or VSTS Data tools
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 XML
What will your typical day look like?
Serve as the primary point of contact for customer issues, managing and responding to tickets in a timely manner
Provide subject matter expertise for all incoming customer tickets
Work to manage and resolve customer inquiries through the ticketing system
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;
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.
Relocation assistance may be provided if eligibility requirements are met.
Wabtec will only employ those who are legally authorized to work in the U.S. for this opening. Any offer of employment is conditioned upon the successful completion of a drug screen (as applicable) and fitness for duty test (as applicable).