Wabtec Corporation is a leading global provider of equipment, systems, digital solutions and value-added services for freight and transit rail. Drawing on nearly four centuries of collective experience across Wabtec, GE Transportation and Faiveley Transport, the company has 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, creating transportation solutions that move and improve the world. Wabtec has approximately 27,000 employees in facilities throughout the world. Visit the company’s new website at: http://www.WabtecCorp.com .

It’s not just about your career… or your job title…it’s about who you are and the impact you are going to make on the world. Do you want to go into uncharted waters…do things that haven’t been done to make yours and someone else's life better? Wabtec has been doing that for decades and we will continue to do so! Through our people, leadership development, services, technology and scale, Wabtec delivers better outcomes for global customers by speaking the language of industry.

Summary:

This position will lead the Customer Support and Services organization for the Network Optimization business within Wabtec Digital Electronics. Responsible for successfully guiding service management across support services functions ensuring consistent performance at targeted levels.

Duties and Responsibilities:

• Work closely with Product, Sales, Commercial Operations and Professional Services teams to help close new deals, influence product organization to build serviceability into the product, tightly manage and improve services contract margins by managing pricing models, scope creep, customer expectations, and streamlining processes to improve the consistency and efficiency of SMA delivery, and grow revenue through expansion of and offering other value added services.

• Own standardization of services contractual language, specifications, pricing, and roadmap for current / future offerings

• Lead L1/2 technical support, implementation services and data services across all products: Dispatch, Movement Planner, Schedule Viewer, Yard Planner, Terminals (NG TOS and OASIS).

• Define partner and tools strategy to scale people, process, and technology capabilities across customer support function to meet future growth needs, increasing customer satisfaction and profitability.

• Serve as an important and trusted partner to product leadership to communicate product/solution feedback and new opportunities and customer pain points.

• Manage all executive stakeholder and customer communication, progress reporting, and escalations.

• Focus on attracting and retaining talent, build a high performing team, set measurable goals and expectations for service team members including coaching, knowledge management and training for professional growth and success, and enhance the organization’s capability.

• Accountable to achieve Support Services deliverables to service level agreements and targets.

• Manage financial and resourcing constraints; define budgets and targets for projects and annual plans for the entire organization, perform initial and final financial reviews, and ensure ongoing budget tracking.

• Create collaborative relationships with other functions such as Sales, Commercial Operations, Professional Services, Product Management, Engineering leaders to implement end to end customer support services and processes

• Drive innovation, growth, quality, and best practice processes to meet customer and competitive needs including productization of new service offerings

Minimum Qualifications

• Minimum of 10 years of leadership experience in software development or product management for software solution

• Minimum of 5 years of post-production software support. Can be a combination of L1/2 technical support, implementation services and data services

• Minimum of 5 years of experience in software deployments with technically and functionally complex products or customers

• Minimum of 5 years of experience interpreting and executing service level and related contracts

Desired Knowledge, Skills and Abilities:

• Demonstrated success in scaling and profitably growing a professional services business focused on predictable implementation and offering value added services. Experienced with managing budgets including annual budgets and large-scale projects

• Demonstrated success as a seasoned manager with ability to hire, mentor, coach, develop, and motivate a geographically dispersed high performing team

• Excellent client relationship management skills, and ability to play a trusted advisor to C level customer executives to execute an implementation plan that works towards a rapid, successful go live

• Excellent presentation, written and verbal communication skills, with the ability to present to different audiences and bring the message across in a concise, professional manner

• Strong analytical and problem-solving skills -communicates in a clear and succinct manner and effectively evaluates information / data to make decisions, anticipates obstacles and develops plans to resolve, creates actionable strategies and operational plans

• Demonstrated success with driving organizational change and aligning teams to meet corporate and departmental objectives. Strong leadership skills with ability to influence outcomes and organize teams to attain shared goals

• A hands-on leader who excels at customer management and implementation of team formation and oversight including field services, helpdesk support, data analytics and global operations. Ideal candidate will have experience and aspiration to grow the organization’s top line and margin through an expanded services portfolio

Physical Demands :

• Employee is regularly required to talk and hear.

• Remaining in a stationary position, often sitting for prolonged periods

• Communicating with others to exchange knowledge

• Repeating motions that may include the wrists, hands and/or fingers

Work Environment:

• The employee will normally work in a temperature-controlled office environment, with frequent exposure to electronic office equipment.

• Wabtec works in a hybrid model giving employees the flexibility to work remotely on Monday/Friday and in-office Tuesday/Wednesday/Thursday

Relocation assistance may be provided to those who meet eligibility criteria

Wabtec Corporation is committed to taking on the world’s toughest challenges. In order to fulfill that commitment we rely on a culture of leadership, diversity and inclusiveness. We aim to employ the world’s brightest minds to help us create a limitless source of ideas and opportunities. 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.