Technical Support Lead

LB Foster•Burnaby, BC

3h•Hybrid

About The Position

The Technical Support Lead will work within the Field Service team ensuring timely actions are taken for the ongoing operational performance of fielded trackside friction management units. The Technical Support Lead will build an in-depth understanding of how trackside rail friction management equipment works and how all the various mechanical, electrical and electronics components work and interact with each other. This role will be a liaison between customers, field service, quality and engineering teams. The Technical Support Lead will also lead activities around tracking firmware and software updates on functioning units, warranty replacements, repairing and updating electronic parts.

Requirements

High school diploma required
4+ years of experience in a similar role required
This position requires e-RailSafe certification and candidates are subject to a background check.
Experience in hands-on troubleshooting involving electromechanical systems
Ability to safely use electrical/electronic diagnostic equipment is a must (voltmeter, oscilloscope etc.)
Ability to work safely in a railroad environment
Ability to travel up to 50% or more on occasion
Ability to work safely with hand tools
Problem-solving and diagnostic testing skills in the field
Able to take initiative and have attention to detail
Excellent relationship & communication skills
Keen to work within a supportive and collaborative team culture and share the team’s success
Comfortable working and liaising with the technical and operational teams

Nice To Haves

technical degree in an electronics-related field preferred
Some experience with connected devices and solar powered low-power equipment is desired

Responsibilities

Monitor and track operational performance metrics for fielded equipment
Identify, categorize, and document failure modes, and initiate resolution through appropriate ticketing and escalation processes.
Perform software and firmware updates on equipment deployed in the field.
Conduct diagnostic testing and troubleshooting on equipment in the field.
Perform subassembly-level repairs on fielded systems as required.
Repair returned equipment if feasible
Propose product performance improvements based on data
Support operations in the receipt, triage, and disposition of returned equipment from the field.
Assist with creation and upkeep of user/technical documentation
Assist with training of field service team on new products and updates to existing products.
Generate and circulate periodic performance reports on field equipment
Assist in warranty support involving electronic and mechanical systems
Perform or support troubleshooting, diagnostics, and failure analysis to identify root cause, validate repair approach, and recommend corrective actions.
Proactively identify service, and uptime improvement opportunities based on data and experience.
All other duties as assigned.