Technical Support Lead

The Technical Support Lead will work within the Field Service team ensuring timely actions are taken for the ongoing operational performance of fielded trackside friction management units.

The Technical Support Lead will build an in-depth understanding of how trackside rail friction management equipment works and how all the various mechanical, electrical and electronics components work and interact with each other. This role will be a liaison between customers, field service, quality and engineering teams. The Technical Support Lead will also lead activities around tracking firmware and software updates on functioning units, warranty replacements, repairing and updating electronic parts.

Responsibilities (Essential Functions):

1. The Technical Support Lead is responsible for hands-on execution of the following activities in coordination with Field Service, Quality, and Engineering:

• Monitor and track operational performance metrics for fielded equipment
• Identify, categorize, and document failure modes, and initiate resolution through appropriate ticketing and escalation processes.
• Perform software and firmware updates on equipment deployed in the field.
• Conduct diagnostic testing and troubleshooting on equipment in the field.
• Perform subassembly-level repairs on fielded systems as required.
• Repair returned equipment if feasible
• Propose product performance improvements based on data

2. Support operations in the receipt, triage, and disposition of returned equipment from the field.

3. Assist with creation and upkeep of user/technical documentation

4. Assist with training of field service team on new products and updates to existing products.

5. Generate and circulate periodic performance reports on field equipment

6. Assist in warranty support involving electronic and mechanical systems

• Perform or support troubleshooting, diagnostics, and failure analysis to identify root cause, validate repair approach, and recommend corrective actions.

7. The Technical Support Lead will proactively identify service, and uptime improvement opportunities based on data and experience.

8. All other duties as assigned.

Experience, Education, & License Requirements:

• High school diploma required, technical degree in an electronics-related field preferred
• 4+ years of experience in a similar role required
• This position requires e-RailSafe certification and candidates are subject to a background check.
• Experience in hands-on troubleshooting involving electromechanical systems
• Ability to safely use electrical/electronic diagnostic equipment is a must (voltmeter, oscilloscope etc.)
• Some experience with connected devices and solar powered low-power equipment is desired

Skills & Abilities:

• Ability to work safely in a railroad environment
• Ability to travel up to 50% or more on occasion
• Ability to work safely with hand tools
• Problem-solving and diagnostic testing skills in the field
• Able to take initiative and have attention to detail
• Excellent relationship & communication skills
• Keen to work within a supportive and collaborative team culture and share the team's success
• Comfortable working and liaising with the technical and operational teams

Competencies:

• Safety
• Teamwork
• Integrity