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Product Support Center Team Manager

Company: Wabtec Corporation
Location: Melbourne
Posted on: June 20, 2022

Job Description:

OverviewWabtec Railway Electronics, a leading supplier of technology-based products and services for the rail and transit industries, is seeking a Systems Engineer or Senior Systems Engineer to join our team focused on development of innovative Positive Train Control (PTC) products enhancing train operation and safety.Job DescriptionSummary:

  • The PSC Team Leader for the DE Service team will be responsible for safely leading a team of Repair Technicians and support staff to repair products per Wabtec's quality standards. The PSC Team Leader is not only responsible for overseeing quality, but also ensuring that his/her team is working efficiently and effectively, providing high quality product and customer service to Wabtec's customers. The PSC Team Leader will report to the Onboard Electronics Operations Leader. Duties and Responsibilities:
    • Will deliver critical services to customers including managing repair and return process, ensuring technicians are trained and equipped to deliver the highest quality of service while holding cycle time at or below customer expectations. Ownership of materials stocking processes to ensure the right part is always available at lowest cost to the business. Drive key customer CTQs.
    • Responsible for knowledge of assigned products, their associated configuration installations, and represents the most direct access to all appropriate internal functions to support the product. Supports product/program teams to implement new programs, products, modify installed base, and execute warranty commitments.
    • Deliver best in class remote technical support and after-hours support to align with business goals. Maintain support delivery systems and ensure PSC is always prepared to handle call volume. Integrate with Product Managers and quality, sharing information to improve product performance.
    • Establish and maintain contact to provide on-going technical and business support to assigned customers in designated geographic region
    • Drives development of productivity tools for the team, training materials and guides.
    • Responsible for building strong long-term relationships with specific customers within the region.
    • Determine root causes of escalations and develop preventative action plans to avoid recurrence.
    • Interface with SW Support Technical Managers, Engineering, Professional Services, and Marketing to ensure timely, high-quality solutions to customer reported issues.
    • Ability to participate in an afterhours technical help line working afterhours directly with customers.
    • Monitoring and reviewing the work of staff members, including conducting annual performance reviews.
    • Ensuring staff compliance with ISO 9001
    • Participate in hiring and recruitment efforts, including interviews for employees in DE service department.
    • Helps team members understand their contributions in support of the broader direction. Continuously measures the completion rate of personal and team deliverables and compares them to the scheduled commitments. Effectively balances different, competing objectives.
    • Other duties as assigned Minimum Qualifications:
      • Bachelor's Degree in Computer Science or in "STEM" Majors with 2 years experience managing teams (or a high school diploma/GED with at least 6 years of experience in a field services or customer service role).
      • Willingness and ability to travel up to 20% of time, work afterhours and some weekends as needed. Knowledge, Skills and Abilities:
        • Ability to work unsupervised.
        • Strategic and creative thinking to analyze issues that may arise and create solutions.
        • Ability to respond positively to feedback and implement change in process and procedures as needed.
        • Proactively makes or recommends decisions based on in-depth analysis; Able to define critical problems to be solved; Identifies data sources required to execute analytic; With guidance from manager, able to select and conduct advanced analytic techniques.
        • Can follow processes without assistance. Recognizes variations to the process and works to resolve independently. Can adapt to gaps or exceptions to the processes and adjust accordingly. Ability to interact with the customer demonstrating expertise and insight and manage expectations.
        • Instructs others on how to thoroughly analyze data and present findings and recommendations in a way that is easy and simple for key stakeholders to make decisions, links analysis to overall business objectives and strategies.
        • Proven ability to develop and manage technical action plans.
        • Excellent organizational, customer relationship, verbal, and written communication skills.
        • Ability to work in a fast-paced environment. Physical Demands:
          • Employee is regularly required to talk and hear.
          • Employee is regularly required to stand for 8 hours at a time, with minimal breaks.
          • Employee is regularly required to lift and/or move up to 25 pounds, and occasionally lift and/or move 35 pounds.
          • Employee is regularly required to see and observe small handwriting, labels, and components.
          • Employee is required to be on site to supervise employees, and the position requires the employee to be on-site during scheduled shift to perform daily duties and responsibilities.
          • Requires daily face-to-face interaction with employees in the PSC. Work Environment:
            • 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.

Keywords: Wabtec Corporation, Melbourne , Product Support Center Team Manager, Executive , Melbourne, Florida

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