Product Support Engineer

SmartRecruiters, Inc.; Pretoria; On-site; ZAR 600,000 - 900,000; Full time

Job summary

Wabtec is seeking a Product Support Engineer to act as a critical customer interface for the Digital Mine portfolio. You will configure systems, test operations, and deploy updates while coordinating with services, engineering, and product teams to ensure satisfaction and outcomes.

You will support CAS and DGS products and work with customers to implement changes under SLAs, travel as needed, and maintain a strong focus on safety and compliance.

Qualifications

• Experience with Linux administration and Windows servers.
• Coding exposure in C, C++, Python, Java or HTML.
• Strong troubleshooting and problem-solving skills.
• Ability to work with customers and colleagues to resolve issues.
• Willingness to travel and work across shifts.

Responsibilities

• Configure the system as appropriate to operate according to customer requirements.
• Test and verify system operation and performance for configured systems.
• Collaborate with services team for successful deployment of new systems.
• Deliver ongoing configuration changes to the system with change management adherence.
• Support firmware, software and configuration updates to ensure expected operation.
• Provide services as per SLAs or project scope, remotely, in office or on site.
• Own and provide technical support for customers and partners to ensure satisfaction.
• Engage Product Managers to advocate for customer needs in quality and prioritization.

Skills

Linux administration

Microsoft Server

IIS

SQL Server

C

C++

Python

Java

HTML

Networking

Wiring diagrams

Troubleshooting

Prioritization

Communication

Customer service

Teamwork

Safety/compliance

Education

IT / Computer Engineering degree

Job description

Product Support Engineer (PSE)
Job Function: Programs & Services
Business Unit: Wabtec Digital Mine
Reports to: Service Support Manager, Digital Mine
Location: Johannesburg

About the job

Join our Program & Services team at Wabtec Digital Mine, a rapidly growing services function in a Mining Technology business dedicated to delivering world class services to our clients.
PSE’s are a critical interface to customers of the Digital Mine business – they are essential to customers achieving the safety and productivity outcomes needed.
You will work closely with the Product Management and Engineering teams, advocating for the customer in prioritization discussions. You will be an early adopter of new technology, with your feedback helping to shape ongoing development improvements.

How will yo make a difference?

Position Responsibilities

• Configure the system as appropriate to operate according to agreed customer requirements
• Perform testing / verification of system operation and performance for configured systems
• Work with services team to ensure successful deployment of new systems
• Work with customers to deliver ongoing configuration changes to the system, ensuring adherence with customer change management requirements
• Support firmware, software and configuration updates to ensure the system operates as required
• Perform services as defined by Service Level Agreements or as part of project execution, remotely, in the office or on site as required
• Own and provide technical support for our customers and partners to ensure customer satisfaction and successful outcomes
• Engage with Product Managers to advocate for the customer in terms of quality, functionality and prioritization

What we need to know about you?

We are looking for a dedicated and personable 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.

Required Skills

• Experience with Linux administration, Microsoft Server, IIS and SQL Server
• Coding exposure to C, C++, Python, Java, HTML or similar
• Sound knowledge of current network and communications technology
• Ability to read and interpret electrical wiring diagrams
• Ability to diagnose, troubleshoot, problem solve and manage resolution to technical system issues
• Able to manage and prioritise simultaneous demands 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:

• Tertiary degree in IT, software or computer engineering (or equivalent experience)
• Experience in an engineering, IT, communications / networking technology, or other technical position
• Project management / coordination experience
• Industry experience in a mining environment or with mobile fleet equipment
• Experience with the use of helpdesk / ticketing applications

Other Requirements:

• Flexible work hours to accommodate varying time zones
• Occasional travel (including international regions)
• A current driver’s license is required
• On call availability (if required)

Additional Information

Successful candidates will be employed under local employment conditions and must already satisfy local employment/work permit and residency regulations.

*Please note that we do not accept agency candidate submissions without a formalized agreement with Wabtec Talent Acquisition. If you are an agency/third party Recruiter and have not been engaged by Wabtec for this search, we do not owe you a fee if you submit a candidate to the applicant tracking system that is ultimately hired.

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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.

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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.

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