Customer Support Engineer - Marine & Stationary
Company: Wabtec
Location: Grove City
Posted on: April 26, 2024
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Job 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: 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?
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. As well
you will work collaboratively with internal Wabtec colleagues
including, and not limited to: 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.
What do we want to know about you?
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.
#LI-AZ1
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.
Keywords: Wabtec, Youngstown , Customer Support Engineer - Marine & Stationary, Engineering , Grove City, Ohio
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