Specialist, Technical Customer Support – Logistics

Wabtec Corporation; Región Centro; Presencial; MXN 200,000 - 400,000; Jornada completa

Descripción de la vacante

A leading global provider of rail solutions is looking for a Specialist in Technical Customer Support to join their Guadalajara, Mexico office. You will assist customers with their experience using Wabtec products and collaborate with various teams to enhance product quality. Ideal candidates have extensive customer service experience and are fluent in English and Spanish. This role requires problem-solving skills and a background in railroad operations. Competitive benefits included.

Formación

• At least 5 years of experience in a customer facing phone or help desk environment.
• 3+ years of railroad or shipper experience preferred.
• Experience using Wabtec RailConnect products a plus.

Responsabilidades

• Build strong relationships with customers and assist them with their experience using Wabtec products.
• Provide on-call after hours support for customers' operations.
• Review escalated cases and assist team members with complex problems.

Conocimientos

Customer support experience

Problem-solving

Fluent in English and Spanish

Educación

BA/BS degree in business or technical discipline

Herramientas

Salesforce

FullStory

Descripción del empleo

Overview

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 will you be working with?

You will be a Specialist, Technical Customer Support – Logistics working with our RailConnect suite of products and partnering with support colleagues. Our RailConnect software powers railroads to operate efficiently. Our customers include field engineers, distributors, sales staff, certified support providers, integrators, and end users. Contributing knowledge, championing productivity programs, and acting as change agent for these programs is key. 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 building strong relationships with customers by assisting them with their customer experience using Wabtec products. You will also partner with our commercial, engineering, and product teams to improve products and processes. You will become a subject matter expert and assist customers along with your team members on difficult issues. You will partner with Product, Engineering, and Commercial to drive customer retention and product improvements. Sharing the VOC (Voice of Customer) is key in this role. You will report to the Customer Support Manager inside our Professional Services division.

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 5 years of experience in a customer facing phone, internal help desk, e-services, or onsite IT support environment.
• 3+ years of railroad or shipper experience preferred.
• Experience using Wabtec RailConnect products a plus.
• Experience using Salesforce and FullStory a plus.
• Fluent in English and Spanish.

What will your typical day look like?

• Assisting customers through phone calls and tickets to ensure service levels are met.
• On-call after hours support will be rotational to assist our customers 24/7 operations.
• Reviewing escalated cases and assisting team members with difficult to solve problems.
• Writing SOPs and training material on best practices, building our knowledgebase.
• Testing new features and products with our Engineering and Product teams.
• Collaboration with Engineering, Product, and Commercial teams to communicate the Voice of Customer (VOC) and provide input on product improvements and defects.
• Meet with key customers to provide high-level service.
• Sharing best practices and knowledge with junior support team members
• Engage with your leader and provide input on projects that drive a better customer experience and improve processes within support.

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 our Guadalajara, Mexico office.

Wabtec will only employ those who are legally authorized to work in the 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).

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! http://www.WabtecCorp.com

Our Commitment to Embrace Diversity:

Wabtec is a global company that invests not just in our products, but also our people by embracing diversity and inclusion. We care about our relationships with our employees and take pride in celebrating the variety of experiences, expertise, and backgrounds that bring us together. At Wabtec, we aspire to create a place where we all belong and where diversity is welcomed and appreciated.

To fulfill that commitment, we rely on a culture of leadership, diversity, and inclusion. We aim to employ the world’s brightest minds to help us create a limitless source of ideas and opportunities. We have created a space where everyone is given the opportunity to contribute based on their individual experiences and perspectives and recognize that these differences and diverse perspectives make us better.

We believe in hiring talented people of varied backgrounds, experiences, and styles… People like you! Wabtec Corporation is committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or expression, or protected Veteran status. If you have a disability or special need that requires accommodation, please let us know.