Customer Support Systems 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.

Who will you be working with?

As the Customer Support Systems Engineer, you will be working with the Railroad project manager and its designated contacts, Wabtec technical project manager, design, systems and subsystems engineers and field service engineers. Here you’ll interact daily with the customer during the problem resolution process and will partner with other key stakeholders to support our customers and their operations.

How will you make a difference?

As the Customer Support Systems Engineer, you'll lead the effort in identifying the gap between contractual target performance KPI’s and actual performance of the product in the field.  You’ll be responsible for gathering, analyzing, and interpreting large volumes of data to uncover root causes of performance gaps, provide actionable insights, and drive performance improvements.

What do we want to know about you?

• Bachelor’s degree in computer or software engineering
• Minimum 3-5 years of relevant experience
• Excellent communication and problem-solving skills
• Knowledge of Lean Six Sigma and root cause analysis
• Ability to drive change and innovation
• Experience with development and/or testing of real-time embedded systems and C/C++ programming in transportation
• Planning and Organizing: Plans work effectively, sets priorities, communicates plans, and prepares for potential issues.
• Problem Analysis: Collects and organizes information, identifies trends, and makes connections for analysis.
• Learning Ability: Applies new knowledge, seeks feedback, and adapts behavior based on latest information.
• Written Communication: Writes clear, concise, and reader-focused communications.
• Teamwork: Works towards collective results, stimulates teamwork, and helps others achieve their goals.
• Adaptability: Adjusts activities and behavior in response to changes and proposes effective ways to manage them.
• Integrity: Takes responsibility for actions, maintains confidentiality, and is honest about risks and opportunities.
• Results Orientation: Sets and achieves ambitious goals, delivers results, and proposes more efficient methods.

What will your typical day look like?

• - Analyze logs from reported field issues to disposition as known issues or identify new failure modes
• - Inspect system requirements and subsystem requirements to identify when system behavior in the field is not in compliance
• - Recreate failures from the field using HITL simulators and/or desktop simulation tools
• - Generate customer facing documentation for newly identified failure modes including conditions for failure, impact of failure and possible mitigations
• - Generate internal facing documentation for newly identified failure modes to feed to the engineering team for resolution
• - Drive the development of automated systems for measuring and reporting system KPI performance
• - Drive development of tools and systems for automated identification of known failure modes in system logs
• - Drive development of tools for increased productivity in recreating failure modes from the field”

You may also be asked to perform other duties outside of your function or trade, for which adequate training will be provided if necessary.

Preferred location Omaha, NE.  Other locations will be considered.

More information on offered benefits, which include health, welfare, and retirement, is available at mywabtecbenefits.com.

Relocation assistance may be provided if eligibility requirements are met.

Wabtec will only employ those who are legally authorized to work in the U.S. for this opening. Any offer of employment is conditioned upon the successful completion of a drug screen (as applicable) and fitness for duty test (as applicable).

Our job titles may span more than one career level. The salary range for this role is between

The actual salary offered to a candidate