Customer Support Engineer – Marine & Stationary

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?

You 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 Customer Support Engineer, 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 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 do we want to know from you?

• Technical degree or certification - Preferably mechanical or electrical engineering

• Good proficiency with English (other languages are considered a plus)

• Proven mechanical, electrical, and electronic troubleshooting, diagnosis, and remediation skills