Ptc Product Support Desk Supervisor

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.
Job Summary:
The Product Support Desk Supervisor will be responsible for leading and managing Wabtec's PTC Support Desk/TO Support Desk Analyst teams in providing technical assistance and support related to Wabtec Positive Train Control (PTC) Systems & Trip Optimizer Systems. This position will provide direction and supervision to the 24 x 7 x 365 PTC/TO Support Desk Analysts and Data Analysts. The candidate be accountable to the company and our customers to meet service level agreement response times and metrics in a professional manner, oversee and track escalations to the next level of support, manage and adapt incident and defect ticketing process flows and procedures, and serve as an escalation point for critical reported issues, as needed. The Support Desk Supervisor will record and report on team performance, activities and address issues and needs of the Support Desk area.
Essential Job Functions/Responsibilities:

• Lead the Support Desk teams by providing day-to-day direction and supervision of tasks, serve as the first point of contact for issue escalation
• Establish, document, maintain and mature standard PTC/TO Support Desk process and procedures
• Manage and maintain 24 x 7 x 365 resource schedule to ensure constant Support Desk coverage
• Provide orientation, new and refresher training to new Support Desk Analysts and Data Analysts
• Conduct annual performance reviews for employees and provide feedback to contractor agencies, upon request
• Identify and escalate situations requiring urgent management attention
• Prepare overall monthly activity and metric reports for PTC/TO Helpdesk
• Travel to customer sites to assist in evaluation and establishing effective I-ETMS and PTC/TO Systems operations reporting and maintenance practices
• Oversee the maintenance of applications and computer systems powering the Support Desk
• Establish solid working relationships with personnel from other Wabtec departments
• Support the migration of the PTC Support Desk web application from Redmine to Sales Force.
• Be available to assist customers after hours as needed.

Qualifications:

• Bachelor's degree in Technical/Business related field, Engineering or Sciences preferred. Non- degreed candidates with Military experience in these areas or advanced Military and industrial experience in Project Management will be considered
• Minimum of four (4) years' experience in a lead or supervisor role in Help Desk services or related field required
• Detailed and deep knowledge and experience with customer service practices and processes
• Working knowledge of operations of PTC/TO software systems, including software and hardware required
• Knowledge on use of call and data tracking applications, proficient in use of MS Office applications
• Effective oral and written communication skills; ability to articulate clearly and concisely, tailored to audience
• Ability to develop high level of credibility and strong positive relationships with customers and peers

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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.