Product Support Engineer

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Where is role positioned? The role will be positioned in Santiago - Chile , and is a hybrid role. The candidate will split their time between the Wabtec offices (Santiago), BHP offices (weekly visits, also Santiago) and visit site regularly (BHP Escondida). They will be 100% focused on supporting BHP Escondida Gen2 Hardware/Software. Who will you be working with? You will work closely with the Product Management and Engineering teams, advocating for the customer in prioritization discussions and product functionality and planning reviews. You will be early adopters of new technology, with your feedback helping to shape ongoing development improvements. How will you make a difference? We are looking for a dedicated Product Support Engineer to provide technical services and product support to customers using products in the Digital Mine portfolio. This includes CAS (Collision Awareness System) and DGS (Drill Guidance System) as well as other products that are added or developed in the future. Product Support Engineers are a critical interface to customers of the Digital Mine business - they are essential to customers achieving the safety and productivity outcomes needed. Additionally, you will be committed to transforming data into readable, goal-oriented reports that drive innovation and growth. You must be organized and detail-oriented, comfortable working with diverse teams. What do we want to know about you? Strong CAS system knowledge (monitoring, diagnostics, and reporting) Data analysis and reporting capability Ability to translate data into actionable operational insights Experience with Linux administration, Microsoft Server, IIS and SQL Server Sound knowledge of current network and communications technology Ability to diagnose, troubleshoot, problem solve and manage resolution to technical system issues Proven competence in root cause analysis Able to manage and prioritise simultaneous demands across in accordance with agreed key performance objectives Excellent oral and written communication skills, with a high level of attention to detail Customer service focused, with a strong work ethic and ability to work unsupervised Good interpersonal and teamwork skills and ability to develop effective customer relationships Commitment to working safely and ensuring compliance with relevant policies, procedures and legislation Desirable Qualifications: Degree in IT, software or computer engineering (or equivalent experience) Experience in an engineering, IT, scientific or other technical position Sound technical knowledge / expertise in electronic components, systems and communications / networking technology. Industry experience in a mining environment or with mobile fleet equipment Electrical, Auto Electrical or Radio Communications Trade Certificate Experience with the use of CRM (Salesforce), helpdesk or ticketing applications What will your typical day look like? System Monitoring Continuously monitor CAS performance, alarms, and system status Identify anomalies, faults, and unusual system behaviour Escalate issues to the Technology Partner for direction Data Analysis & Insights Analyse system data to identify trends and recurring issues Evaluate alarm frequency and system utilisation Highlight risks and opportunities for optimisation Reporting Produce regular reports (weekly/monthly), including: System performance metrics Alarm trends and analysis Incident summaries Key observations and insights Incident Support Provide data, logs, and context to support troubleshooting Assist in root cause analysis through data insights Maintain accurate records of system events and issues Alarm & System Optimisation Analyse alarm performance and work with the remote Wabtec Product Support Engineer to recommend optimisation of alarm logic and thresholds. Work with Wabtec engineering and site stakeholders to implement improvements. Ensure alignment with operational requirements and site safety standards. Maintenance Support & Proactive Direction Provide daily guidance to maintenance teams based on system insights. Identify potential failures or degradation trends early. Support a proactive maintenance approach, reducing downtime and improving reliability. Assist in prioritisation of maintenance activities based on system criticality. Support firmware, software and configuration updates to ensure the system operates as required #LI-AC1 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,

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