Operations & Support Manager - Project Services
Wabtec

West Melbourne, Florida

Posted in Transport and Rail


This job has expired.

Job Info


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.

Overview:

The position reports directly to the Senior Customer Support Director for Network Optimization and Train Control Office Systems. The Operations and Support Team Manager for Project Services is a critical role responsible for leading the project implementation function as well as managing all aspects of successful cutover of our solutions at clients and ensuring smooth hand off to the support organization post go-live. This is a working manager role - which means that the person taking this role will have project services responsibilities for specific project(s) in addition to people leader responsibilities.

Responsibilities:

Ensure customers success by fostering a balanced relationship that benefits both Wabtec and the customer with the goal of producing the highest level of customer satisfaction. Manage and deliver project services that meet our contractual obligations for customer acceptance.

In this role you will:

  • Leads the Operations and Support Project Services team during contract implementation and cutover phase; This includes project responsibilities of specific accounts as well as people leader responsibilities for the team that will report to this role
  • Maintain a resource and demand planning for existing project backlog and incoming opportunity pipeline; Ensure time tracking for direct reports are up to date in Clarity for proper cost accounting;
  • Provide estimation of effort for incoming bids and proposals on Project Services resource needs;
  • Continue to manage existing project implementation responsibilities from project initiation to implementation and cutover to warranty to meet contractual obligations for project closeout;
  • Provide system administration setup and configuration;
  • Lead troubleshooting, triage and identification of defects v. enhancements against the product specification and system requirements specification (SRS);
  • Single interface to systems engineering, software engineering, product, verification and validation during the contract project development and implementation;
  • Perform operational level product validation and qualification testing for pre-production releases;
  • Participate in project status meetings and provide project updates;
  • Work with internal LIEE, systems, engineering and program management teams to prioritize tickets for triage and release planning;
  • Provide subject matter expertise and review of documentation including creation of product cutover, system implementation and installation plan as well as product training content;
  • Lead onsite testing and cutover support hands-on at the customer site or remote as needed; Provide on-call support during implementation and cutover including after business hours;
  • Facilitate user and administrative level product training for end-users and train the trainer sessions;
  • Investigate customer-identified problem reports during FIT, FQT, RSD and interoperability testing and validation;
  • Complete triage trouble reports, collect relevant data, analyze logs, debug and troubleshoot incidents before handoff to Sustaining Engineering for software development and remediation;
  • Perform relevant database and configuration setup and any changes as required throughout the project in coordination with the Data Services Engineer

Qualifications/Requirements:
  • Bachelor's degree strongly preferred
  • Experience with PMP and/or Agile Scrum processes strongly preferred.
  • 5+ years customer facing experience required.

Desired Characteristics:
  • Prior rail operating experience a plus
  • High attention to detail and organization skills
  • Strong technical project management skills and software engineering experience
  • Track record of successful technical project management delivery with demonstrated success managing multiple complex projects, juggling competing priorities, and meeting exacting deadlines
  • Experience with resource demand planning to balance priorities within direct reporting line
  • Excellent client relationship management and customer support skills
  • Strong 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, troubleshooting at level 2 plus problem-solving and root cause analysis skills
  • Experience scoping and estimating project effort, documenting implementation and cutover plans, as well as authoring and presenting product training content to end-users
  • Self-motivated, quick learner and results oriented with a clear-focus on quality

Desired technical skills:
  • Demonstrate a strong background and familiarity with the Microsoft.NET ecosystem
  • Strong understanding of general network design principles including TCP/IP and UDP
  • Experience with network monitoring tools such as Wireshark and Solarwinds
  • A strong understanding of windows operating systems with focus on Windows 7 and newer
  • A thorough knowledge of SQL DBMS with focus on SQL 2008 and newer
  • Experience working with DBMS in a production critical environment
  • Experience working with Red Gate or VSTS Data tools
  • Strong knowledge of replication, SQL profiler, SQL Management Studio, scripting and package administration
  • Experience working with XML, VBScript, VB.net
  • Experience managing virtual machines and HA clusters in VMware environments
  • Strong experience deploying Red Hat Enterprise Linux in VMware Environments a plus

Business Acumen:
  • Can identify, document and escalate ongoing customer needs.
  • Maintains high levels of customer satisfaction across all customer interactions. Addresses customer concerns quickly and effectively; at times, anticipates customer concerns before they become issues.

Personal Attributes:
  • Listens attentively; reads and exhibits proper body language in a collaborative setting to drive effective discussion; captures specific formation from the audience and validates it back to them for acceptance; ensures that the information was properly understood by reading verbal and non-verbal cues; asks both open and closed questions in a logical order to gather critical information.

Eligibility Requirements:
  • Legal authorization to work in the U.S. is required. Wabtec may agree to sponsor an individual for an employment visa now or in the future if there is a shortage of individuals with particular skills
  • Must be willing to travel.
  • Must be willing to work out of an office located in Fort Worth, or Remote.

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.


This job has expired.

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