Systems Engineering & Support Manager

Wabtec Corporation is a leading global provider of equipment, systems, digital solutions and value-added services for freight and transit rail. Drawing on nearly four centuries of collective experience across Wabtec, GE Transportation and Faiveley Transport, the company has 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, creating transportation solutions that move and improve the world. Wabtec has approximately 27,000 employees in facilities throughout the world. Visit the company’s new website at: http://www.WabtecCorp.com.

It’s not just about your career… or your job title…it’s about who you are and the impact you are going to make on the world. Do you want to go into uncharted waters…do 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.

The Systems Engineering & Support Manager will work with the Service Delivery Manager to ensure our customers success on new system installations, engaging with the customer to identify and deliver system configurations that meets customer requirements. You will manage the technical interface to existing customers to ensure their systems operate at their optimal level.

The Systems Engineering & Support Manager owns the delivery of services under Service Level Agreements (SLA’s) and utilises the PSE’s in the team appropriately to meet customer performance outcomes. You will leverage your commercial expertise to ensure growth in the SLAs through the provision of high quality services that exceed customer expectations.

You will ensure the provision of high quality technical support to our customers for all products in the Digital Mine portfolio, measuring the quality and timeliness of support provided and improving customer satisfaction. As the Systems Engineering & Support Manager, you will provide a point of escalation in the business in the event of a critical issue and co-ordinate appropriate people within the business to obtain a successful resolution.

POSITION REQUIREMENTS:

• Identify and track key indicators of success for the PSE team;
• Support the commercial team in creation and renewal of customer Service Level Agreements (SLAs);
• Manage the delivery of services across all customer SLAs, with accountability for SLA margin performance;
• Develop and improve the range of software services provided to grow the SLA business, and identify opportunities to expand our reach into other geographies;
• Provide leadership, coaching and guidance to the Product Support Engineering team to support delivery of:
  • Configuration services
  • Technical support
  • SLA services
• Manage the processes used by the PSE team for configuration, support and SLA services to improve service delivery and efficiency;
• Ensure the effective utilisation of PSE team resources;
• Nurture and coach the PSE team to lift their capabilities, identifying and progressing high potential team members and recruiting as appropriate to fulfil the needs of the business;
• Manage support escalations, coordinating a response team to drive successful resolution;
• Represent the company to customers and other stakeholders as needed; and
• Upskill the team as new products / product updates are available, ensuring that this extends to commercial GTM partners.

DESIRED QUALIFICATIONS AND REQUIREMENTS:

• Bachelor's degree from an accredited university or college (or equivalent trade qualification or experience);
• Experience in service delivery or a similar position with a focus on customer service;
• Exceptional commercial skills and experience in management, delivery and growth of Service Level Agreements;
• Strong people management skills, with demonstrated experience in developing / coaching team members;
• Have a proven ability to develop efficient and consistent work processes and procedures;
• Excellent oral and written communication skills, with a high level of attention to detail;
• Excellent interpersonal skills with the ability to interface at all levels and functions;
• A results-oriented, customer first attitude;
• Strong organizational skills, entrepreneurial drive;
• Occasional travel to customer sites (including international regions);
• A current driver’s license is required; and
• Experience in Mining industry is a distinct advantage.

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 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.