Lead EOA Technical Support Specialist - CSX Account

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.

Lead EOA Technical Support Specialist (Expert On Alert On-Site Team Lead - CSX Account)

Who will you be working with?

This position reports directly to the Manager of the Expert on Alert Team and serves as the local team lead in Jacksonville, FL for a team of EOA technical support specialists. The group collectively staffs a 24/7 support team, directly supporting and working right alongside their customer - CSX Railroad.

How will you make a difference?

The Wabtec On-Site EOA Team Lead is responsible for the day-to-day operational/technical tasks supporting the CSX EOA account. You will be working on-site alongside the customer (CSX) troubleshooting Wabtec locomotives utilizing the Expert on Alert platform and products such as Power Advisor, Train Analysis Tool, and Train Diagnostics Tool.

As the team lead, you will also be coaching the team as they field calls from CSX locomotive crews, monitoring and documenting the execution of Global Performance Optimization Center (GPOC) repair recommendations (RX's), and monitoring the On-Site team's performance through EOA and Line of Road scorecards. This will require maintaining good working internal and external relationships with Wabtec, CSX, field operations, and management teams.

What will your typical day look like?

• Physically present in the Jacksonville, FL CSX Offices daily
• Ensure proper handoff of 24/7 teams, briefing on safety precautions and daily/upcoming operational issues
• Ensuring continual team coverage of a 24/7/365 support desk

• Continual mentorship and coaching of the On-Site team members in their daily duties, technical processes, and overall success for the CSX customer.
• Ensure the team is fluent in CSX activities and is delivering high yield save rates for Line of Road issues
• Personally providing, or internally coordinating for the delivery of, technical guidance directly to CSX reliability specialists, operations, and field teams
• Coordinate movement of Wabtec equipment on CSX lines in and out of manufacturing facility, other repair points, and customers for various Wabtec business units.
• Liaison between business owners and technical team, preparing high level communication for senior Wabtec and CSX leadership as required, championing the CSX customer in your daily efforts.
• Support the development and contract sustainability of specific CSX tools sold by and supported by Wabtec such as Power Advisor, eservices, and products at CSX such as FDLA, FlxDrive and others as identified requiring specialized handling to ensure the products thrive and remain part of CSX's freight plans.
• Provide continual waste identification, looking for opportunities within the CSX lines and looking for push and pull leverage opportunities with other rail line service teams.
• Data collection and reporting as required, supporting customer needs.
• Managing reporting functions of the Expert On Alert platform at CSX including all scorecards, training documents and communication to Wabtec and CSX customers.
• Identify opportunities and participate in the prognostics & preventative failure process to limit over the road failures.
• Act as an EOA Subject Matter Expert (SME) and provide assistance and training to customer on platform use including owning the customer experience by being part of the "front line" providing leadership to expedite daily operational customer satisfaction
• Work with internal Wabtec field teams to provide notice of locomotive conditions to various stakeholders, shops, warranty managers, fleet program managers etc.
• Work as a business partner with business leaders and users to evaluate/improve business processes and arrive at mutual, cost effective solutions.
• All other duties as assigned

What do we want to know about you?

• Bachelor's Degree from an accredited college or university or a minimum of 4 years of relevant operations experience in lieu of an undergraduate degree
• An additional minimum of 5 years of experience in field services shop operations and shop systems
• This role directly supports a 24/7/365 team, and thus requires a willingness to work various shifts on various days including weekends and holidays / on-call, including night shift.
• Expertise with Wabtec AC/DC EVO, Tier4, Dash 8, Dash 9 locomotive platforms, including the understand of how the various subsystems work and how to troubleshoot them.
• Relevant and successful previous leadership experience
• Deep Domain Expertise with prognostic and diagnostic processes and procedures (preferably on Wabtec locomotives)
• Deep Knowledge of field operations and limitations
• Deep Knowledge of all locomotive subsystems, engine, traction, cooling, electric, etc.
• Confident speaker, who maintains a professional demeanor when clearly and concisely articulating troubleshooting or locomotive next steps
• Strong MS Office skills (Excel is a MUST)
• Ability to travel in support of specific business or customer needs
• Ability to manage multiple, conflicting priorities
• Strong analytical skills and problem solving capabilities
• Experience in a field site, shop or manufacturing environment
• Proactive, driving personality - dedicated to serving the customer
• Independent worker known for timely execution of project timelines
• Six Sigma Green Belt or Black Belt Certified
• Knowledge of Wabtec business and operations
• Excellent interpersonal, communication, presenting and organizational skills
• Sound business acumen and proven leadership skills
• Capable of making decisions facing limited or conflicting data in a time sensitive situation.
• Demonstrated cross-functional influencing skills
• General Rail industry knowledge and experience
• The ability to maintain reliable and predictable attendance
• A high level of dependability, a great attitude, and an ability to work well with a team towards achieving a common goal

What about the physical demands of the job?

• Willingness and ability to travel up to 15% of the time, as needed
• The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The employee will normally work in a temperature-controlled office environment, with frequent exposure to electronic office equipment. During visits to areas of operations, may be exposed to extreme cold or hot weather conditions, walking on uneven surfaces, standing for prolonged periods of time, and occasionally exposed to fumes or airborne particles, toxic or caustic chemicals, and loud noise.
• You may also be asked to perform other duties outside of your function or trade, for which adequate training will be provided if necessary.

Our job titles may span more than one career level. The salary range for this role is between
$77,400.00-$110,300.00

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.