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.

Who will you be working with?

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 working from our Brightline customer location 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

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.

• Prior rail operating experience

• High attention to detail and organization skills

• Excellent client relationship management and customer support skills

• Self-motivated, quick learner and results-oriented with a clear focus on quality

• 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 understanding of general network design principles including TCP/IP and UDP

• 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 Red Gate or VSTS Data tools

• Strong knowledge of replication, SQL profiler, SQL Management Studio, scripting, and package administration

• Experience working with XML

What will your typical day look like?

• 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;

•  Provide subject matter expertise for all incoming customer tickets;

•  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.

Who are we?