Manager, Customer Support - Marine & Stationary - Military Veterans

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 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?

PHYSICAL DEMANDS

In resource constrained times and to supplement resource availability you may be called upon to:

• 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.

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).

#LI-LV1

Our job titles may span more than one career level. The salary range for this role is between
$102,500.00-$146,000.00

The actual salary offered to a candidate may be influenced by a variety of factors, such as: training, transferable skills, work experience, education, business needs, market demands and work location. The base pay range is subject to change and may be modified in the future. More information on offered benefits, which include health, welfare, and retirement, are available at mywabtecbenefits.com . Other benefit offerings for this role may include an annual bonus, if eligible.

Who are we?

Wabtec Corporation is a leading global provider of equipment, systems, digital solutions, and value-added services for freight and transit rail as well as the mining, marine, and industrial markets. Drawing on nearly four centuries of collective experience across Wabtec, GE Transportation, and Faiveley Transport, the company has grown to become One Wabtec, with 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 and unlocks our customers' potential by delivering innovative and lasting transportation solutions that move and improve the world. We are lifelong learners obsessed with making things better to drive exceptional results. Wabtec has approximately 27K employees in facilities throughout the world. Visit our website to learn more! http://www.WabtecCorp.com

Our Commitment to Embrace Diversity:

Wabtec is a global company that invests not just in our products, but also our people by embracing diversity and inclusion. We care about our relationships with our employees and take pride in celebrating the variety of experiences, expertise, and backgrounds that bring us together. At Wabtec, we aspire to create a place where we all belong and where diversity is welcomed and appreciated.

To fulfill that commitment, we rely on a culture of leadership, diversity, and inclusion. We aim to employ the world's brightest minds to help us create a limitless source of ideas and opportunities. We have created a space where everyone is given the opportunity to contribute based on their individual experiences and perspectives and recognize that these differences and diverse perspectives make us better.

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.