Product Support Engineer

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.

About the job

Join our Program & Services team at Wabtec Digital Mine, a rapidly growing services function in a Mining Technology business dedicated to delivering world-class services to our clients.

PSEs are a critical interface to customers of the Digital Mine business – they are essential to customers achieving the safety and productivity outcomes needed.

You will work closely with the Product Management and Engineering teams, advocating for the customer in prioritization discussions. You will be an early adopter of new technology, with your feedback helping to shape ongoing development improvements.

Position Responsibilities

1. Configure the system as appropriate to operate according to agreed customer requirements
2. Perform testing/verification of system operation and performance for configured systems
3. Work with the Services team to ensure the successful deployment of new systems
4. Work with customers to deliver ongoing configuration changes to the system, ensuring adherence to customer change management requirements
5. Support firmware, software, and configuration updates to ensure the system operates as required
6. Perform services as defined by Service Level Agreements or as part of project execution, remotely, in the office, or on-site as required
7. Own and provide technical support for our customers and partners to ensure customer satisfaction and successful outcomes
8. Engage with Product Managers to advocate for the customer in terms of quality, functionality, and prioritization

About you

Are you passionate about driving growth and making a positive impact in a dynamic and fast-paced environment? We are seeking talented individuals who are motivated, innovative, and ready to contribute to our success. If you are looking for a challenging and rewarding career opportunity, we invite you to be part of our journey towards excellence.

We are looking for a dedicated and personable Product Support Engineer to provide technical services and product support to customers using products in the Digital Mine portfolio. This includes CAS (Collision Awareness System), DGS (Drill Guidance System), and other products that are added or developed in the future.

Required Skills

1. Experience with Linux administration, Microsoft Server, IIS, and SQL Server
2. Coding exposure to C, C++, Python, Java, HTML or similar
3. Sound knowledge of current network and communications technology
4. Ability to read and interpret electrical wiring diagrams
5. Ability to diagnose, troubleshoot, problem solve, and manage resolution to technical system issues
6. Able to manage and prioritize simultaneous demands in accordance with agreed key performance objectives
7. Excellent oral and written communication skills, with a high level of attention to detail
8. Customer service focused, with a strong work ethic and ability to work unsupervised
9. Good interpersonal and teamwork skills and ability to develop effective customer relationships
10. Commitment to working safely and ensuring compliance with relevant policies, procedures, and legislation

Desirable:

1. Bachelor's degree in IT, software, or computer engineering (or equivalent experience)
2. Experience in an engineering, IT, communications/networking technology, or other technical position
3. Project management/coordination experience
4. Industry experience in a mining environment or with mobile fleet equipment
5. Experience with the use of helpdesk/ticketing applications

Other Requirements:

1. Flexible work hours to accommodate varying time zones
2. Remote position with occasional travel (including international regions)
3. A current driver’s license is required
4. On-call availability (if required)

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