Product Support Engineer

Wabtec

About The Position

Join our Program & Services team at Wabtec Digital Mine, a rapidly growing services function in a Mining Technology business dedicated to delivering world class services to our clients. PSE’s are a critical interface to customers of the Digital Mine business – they are essential to customers achieving the safety and productivity outcomes needed. You will work closely with the Product Management and Engineering teams, advocating for the customer in prioritization discussions. You will be an early adopter of new technology, with your feedback helping to shape ongoing development improvements. We are looking for a dedicated and personable Product Support Engineer to provide technical services and product support to customers using products in the Digital Mine portfolio. This includes CAS (Collision Awareness System) and DGS (Drill Guidance System) as well as other products that are added or developed in the future.

Requirements

Experience with Linux administration, Microsoft Server, IIS and SQL Server
Coding exposure to C, C++, Python, Java, HTML or similar
Sound knowledge of current network and communications technology
Ability to read and interpret electrical wiring diagrams
Ability to diagnose, troubleshoot, problem solve and manage resolution to technical system issues
Able to manage and prioritise simultaneous demands in accordance with agreed key performance objectives
Excellent oral and written communication skills, with a high level of attention to detail
Customer service focused, with a strong work ethic and ability to work unsupervised
Good interpersonal and teamwork skills and ability to develop effective customer relationships
Commitment to working safely and ensuring compliance with relevant policies, procedures and legislation

Nice To Haves

Tertiary degree in IT, software or computer engineering (or equivalent experience)
Experience in an engineering, IT, communications / networking technology, or other technical position
Project management / coordination experience
Industry experience in a mining environment or with mobile fleet equipment
Experience with the use of helpdesk / ticketing applications

Responsibilities

Configure the system as appropriate to operate according to agreed customer requirements
Perform testing / verification of system operation and performance for configured systems
Work with services team to ensure successful deployment of new systems
Work with customers to deliver ongoing configuration changes to the system, ensuring adherence with customer change management requirements
Support firmware, software and configuration updates to ensure the system operates as required
Perform services as defined by Service Level Agreements or as part of project execution, remotely, in the office or on site as required
Own and provide technical support for our customers and partners to ensure customer satisfaction and successful outcomes
Engage with Product Managers to advocate for the customer in terms of quality, functionality and prioritization