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Customer Support Engineer Analyst
hace 3 meses
It's not just about your career... or your job 's about who you are and the impact you are going to make on the world. Do you want to go into uncharted things that haven't been done to make yours and someone else's life better? Wabtec has been doing that for decades and we will continue to do so Through our people, leadership development, services, technology and scale, Wabtec delivers better outcomes for global customers by speaking the language of industry.
Who will you be working with?
You will be a Customer Support Engineer Analyst working with our RailConnect suite of products and partnering with support colleagues. Our RailConnect software powers railroads to operate efficiently. Our customers include field engineers, distributors, sales staff, certified support providers, integrators, and end users. Contributing knowledge, championing productivity programs, and acting as change agent for these programs is key. This role is a team player and is expected to support other teams as needed.
How will you make a difference?
As a member of the Logistics Support Team, you will be responsible for building strong relationships with customers by assisting them with their customer experience using Wabtec products. You will also partner with our commercial, engineering, and product teams to improve products and processes.
You will become a subject matter expert and assist customers along with your team members on difficult issues. You will partner with Product, Engineering, and Commercial to drive customer retention and product improvements. Sharing the VOC (Voice of Customer) is key in this role. You will report to the Customer Support Manager inside our Professional Services division.
What do we want to know about you?
- BA/BS degree in business or technical discipline or a two-year diploma, or extensive customer support background considered with appropriate experience.
- At least 5 years of experience in a customer facing phone, internal help desk, e-services, or onsite IT support environment.
- 3+ years of railroad or shipper experience preferred.
- Experience using Wabtec RailConnect products a plus.
- Experience using Salesforce and FullStory a plus.
- Advanced level of communication in English
- Assisting customers through phone calls and ticketsto ensure service levels are met.
- Reviewing escalated cases and assisting team members with difficult to solve problems.
- Writing SOPs and training material on best practices, building our knowledgebase.
- Testing new features and products with our Engineering and Product teams.
- Collaboration with Engineering, Product, and Commercial teams to communicate the Voice of Customer (VOC) and provide input on product improvements and defects.
- Meet with key customers to provide high-level service.
- Sharing best practices and knowledge with junior support team members
- Engage with your leader and provide input on projects that drive a better customer experience and improve processes within support.
Wabtec Corporation is committed to taking on the world's toughest challenges. In order to fulfill that commitment we rely on a culture of leadership, diversity and inclusiveness. We aim to employ the world's brightest minds to help us create a limitless source of ideas and opportunities. We believe in hiring talented people of varied backgrounds, experiences and 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.
