Manager, Customer Support – 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?
In this role you will be leading and managing a group of highly capable and experienced team members who together provide remote and on-site technical support to the Wabtec Marine & Stationary Channel Partner / Distributor network and 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 the leader / manager of the Customer Support Engineering (CSE) team within the Wabtec Marine & Stationary group, your team 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? 
REQUIRED EXPERIENCE AND QUALIFICATIONS 

• English language spoken, written, and presentation skills 

• Technical degree or certification, i.e. mechanical or electrical engineering

• Master Business Administration and/or Project Management Professional certification preferred

• Proven experience in leading and mentoring a team in mechanical, electrical, and electronic troubleshooting, diagnosis, and remediation skills   

• Diesel engine domain experience including mechanicals and controls system

• Manage team members for On-site and Remote Service and Support assignments

• Lead the launch of new offerings, included and not including: Serviceable component offerings (Unit Exchange -and- Repair & Return), Remote Monitoring & Diagnostics, etc.

• Regulatory body (e.g. EPA) and Marine Class Society (e.g. ABS, DNV, LR, etc.) knowledge and associated collaboration/correspondence skills

• Marine and Stationary Power Generation application experience 

• Stellar organizational, project management, and technical presentation skills 

• Expertise in managing people and projects in multiple, parallel, and dynamic scenarios fraught with limited data and changing priorities all while ensuring the highest priority topics of the day are being resourced, addressed, and closed in a timely manner      

• Expertise and ability to pivot as priorities change, and managing multiple priorities simultaneously, passionately and astutely 

• Customer satisfaction focused 

• Responsive, proactive, and independent

• 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

• Drive active “expense cost avoidance” initiatives as well as “Service as a profit center” initiatives 

• 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   

• Represent Wabtec Marine & Stationary as the 24x7x365 Channel Partner & Customer Support escalation point

• Planned and short notice on-call travel as required in the range of 30%

 
What will your typical day look like? 
DAILY JOB RESPONSIBILITIES

As the Manager of the Wabtec Marine - Customer Support Engineering team, you will manage a group of Regional Support Leads that drive adherence of the following key activities and deliverables: 

• 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 troubleshootin