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Customer Support Engineer - Marine & Stationary

Company: Wabtec
Location: Grove City
Posted on: May 12, 2024

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, Professions , Grove City, Ohio

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