Product Support Engineer

Wabtec; Santiago; Presencial; CLP 44.603.033 - 62.444.246; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Equal Opportunity Employment

Accommodation support

Descripción de la vacante

Wabtec is seeking a Product Support Engineer for a hybrid role based in Santiago, Chile. You will support BHP Escondida's technologies, providing technical services and product support within the Digital Mine portfolio.

Main duties involve monitoring system performance, performing data analysis, and collaborating with teams for proactive maintenance and improvements.

The ideal candidate should have strong technical knowledge, excellent communication skills, and a customer service focus.

Formación

• Proven competence in root cause analysis.
• Commitment to working safely and ensuring compliance.
• Ability to manage and prioritize demands according to performance objectives.

Responsabilidades

• Monitor CAS performance, alarms, and system status.
• Analyse system data and report trends.
• Provide daily guidance to maintenance teams.

Conocimientos

Strong CAS system knowledge (monitoring, diagnostics, and reporting)

Data analysis and reporting capability

Linux administration

Microsoft Server

SQL Server

Network and communications technology knowledge

Technical troubleshooting

Root cause analysis

Customer service focused

Excellent communication skills

Educación

Degree in IT, software or computer engineering

Herramientas

CRM (Salesforce)

Descripción del empleo

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
• Provide data, logs, and context to support troubleshooting
• Assist in root cause analysis through data insights
• Maintain accurate records of system events and issues
• 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

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.