Who will you be working with?

You will be the Customer Support Manager for our RailConnect suite of products. Our RailConnect software powers railroads to operate efficiently. You will lead and manage a team of support agents by collaborating, coaching, training, and leading by example.

Our customers include field engineers, distributors, sales staff, certified support providers, integrators, IT staff, and end users. This leader is responsible for fostering and encouraging continuous improvement, contributing knowledge, championing productivity programs, and acting as a change agent to support these functions. 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 leading a team of customer support agents, managing their support KPIs such as ticket reply time and case quality, and coaching and developing your team members.

You will act as an escalation point for your team on critical issues while also engaging customers to improve their experience. You will partner with Product, Engineering, and Commercial to drive customer retention and product improvements. Key projects and initiatives you drive include SOP creation and usage, and AI-powered support. You will report to the Director of Customer Support.

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 3 years of leadership experience in corporate environment or military.
• At least 2 years of experience in a phone, e-services, or onsite IT support environment.
• 3+ years of railroad or shipper experience preferred.
• Experience managing technical support call centers or NOCs is a plus.
• Experience using PowerBI, Salesforce, and FullStory a plus.
• Experience with LMS and training programs a plus, KCS understanding is a plus.

What will your typical day look like?

• Reviewing ticket and phone queue data to ensure SLAs and KPIs are met, and managing staff scheduling to ensure proper support coverage.
• Team meetings and 1on1s with your agents to coach, train, mentor, and improve agent efficiency.
• Collaboration with Engineering, Product, and Commercial teams to communicate the Voice of Customer (VOC) and provide input on product improvements and defects.
• Build, track, and measure operations dashboards for support and workforce management (SLAs, KPIs, and SLOs).
• Meet with key customers to ensure proper levels of service are being achieved.
• Engage with your leader and provide input on strategic decisions that drive a better customer experience.
• You will be part of an on-call rotation which handles after-hours escalations, incidents, and maintenance windows.

You may also be asked to perform other duties outside of your function or trade, for which adequate training will be provided if necessary.

Preferably this role will be located in Mexico.

Wabtec will only employ those who are legally authorized to work in the U.S. or Mexico for this opening. Any offer of employment is conditioned upon the successful completion of a drug screen (as applicable) and fitness for duty test (as applicable).

What could you accomplish in a place that puts People First?

At Wabtec, it’s not just about a job - it’s about the impact you make. When our people come together, we’re Expanding the Possible by continuously improving what we do and how we do it - for our clients and each other.

If you’re ready to revolutionize how the world moves for future generations, Wabtec is the place for you.
 

Who are we?

Wabtec is a leading global provider of equipment, systems, digital solutions, and value-added services for the freight and transit rail sectors. Drawing on more than 150 years of experience, we are leading the way in safety, efficiency, reliability, innovation, and productivity. Whether it’s freight, transit, ports, logistics, mining, industrial, or marine, our expertise, technologies, and people together – are accelerating the future of transportation. With roots that date back to George Westinghouse, Thomas Edison, and Louis Faiveley, Wabtec has always built technologies and implemented solutions for a variety of sectors that are critical to meeting the needs of customers and governments alike.

Our global team of about 30,000 employees worldwide delivers performance that moves the world forward. We’re lifelong learners, obsessed with better. Learn more at www.WabtecCorp.com.

Culture powers us and the possibilities.

We believe the best ideas come from a mix of experiences and backgrounds. At Wabtec, we strive every day to create a place where everyone belongs. We’re building a culture where leadership, inclusion and your unique perspective fuel progress.

We’re proud to be an Equal Opportunity Employer. We welcome talent of all backgrounds, experiences, and identities, including race, gender, age, disability, veteran status and more.

Need accommodation? Just let us know - we’ve got you.