Senior Engineer, Services Engineering

Responsibilities

• Service Reliability & Incident Management
• Drive improvement in uptime of global systems through proactive incident and ticket management.
• Lead or support Logical Down (LD) Root Cause Analysis (RCA) for major or recurring incidents.
• Ensure disciplined ticket governance including prioritization, reviews, stakeholder communication, and closure follow-ups.
• MTTR Reduction & Performance Management
• Provide hands-on technical guidance to L1 and L2 engineers to reduce resolution times.
• Track and proactively manage open, pending, and escalated tickets.
• Implement individual performance tracking and KPI dashboards for ticket resolution.
• Documentation & Knowledge Management
• Lead Change Review Board (CRB) discussions to identify issues suitable for L1/L2 ownership.
• Develop, review, and publish Failure Analysis & Mitigation (FAM) documentation based on recurring issues and learnings.
• Ensure documentation is current, accessible, and effectively adopted by service teams.
• Training & Capability Development
• Design and deliver structured technical training for new hires and existing L1/L2 and Calibration team members.
• Partner with Engineering teams to facilitate knowledge transfer (KT) on recurring and complex issues.
• Act as a mentor to uplift overall technical depth and problem-solving capability within the service organization.
• Escalation Reduction & Engineering Collaboration
• Reduce dependency on Engineering by enabling L1/L2 teams to independently resolve a higher percentage of issues.
• Work with global service leaders to optimize ticket ownership and workload distribution.
• Drive process and skill improvements to meet escalation reduction targets.
• Calibration & Automation Enablement
• Support global calibration operations for WV systems.
• Leverage existing automation to improve efficiency and throughput of calibration activities.
• Identify and support implementation of new automation opportunities to improve cycle time and productivity.
• Contingent Workforce & Vendor Management
• Manage a group of contingent workers across multiple vendors supporting service operations.
• Oversee onboarding, task allocation, productivity tracking, and performance reviews of contingent staff.
• Ensure vendor resources meet defined technical, quality, and SLA expectations.
• Partner with procurement and vendor management teams to address capacity, performance gaps, and continuity risks.
• Key Metrics for Success
• System uptime ≥90%
• MTTR ≤35 for L1/L2 ticket closures
• Escalation rate Month-over-month reduction in open, pending, and escalated tickets
• Successful delivery of documentation, training, and automation initiatives
• Effective utilization and performance of contingent workforce

Requirements

• Bachelor's degree in computer science, electrical or electronics engineering or equivalent technical discipline
• 8+ years of experience in technical services, support engineering, or operations
• Experience working with L1/L2/L3 support models and global stakeholders
• Prior exposure to managing vendor-based or contingent support teams
• Core Competencies
• Incident and problem management
• Technical mentoring and documentation leadership
• Vendor and contingent workfo

Additional Information

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. 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! Job Purpose The Technical Leader is responsible for ensuring reliable and scalable service delivery for global KinetiX systems by leading incident management, technical enablement, documentation, training, and automation initiatives. The role also manages a contingent workforce across multiple vendors, ensuring operational efficiency, performance accountability, and alignment with global service objectives.

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