Product Support Engineer

Job Description

Where is role positioned?
The role will be positioned in Santiago - Chile, and is a hybrid role. The candidate will split their time between the Wabtec offices (Santiago), BHP offices (weekly visits, also Santiago) and visit site regularly (BHP Escondida). They will be 100% focused on supporting BHP Escondida Gen2 Hardware/Software.

Who will you be working with?
You will work closely with the Product Management and Engineering teams, advocating for the customer in prioritization discussions and product functionality and planning reviews. You will be early adopters of new technology, with your feedback helping to shape ongoing development improvements.

How will you make a difference?

We are looking for a dedicated 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.

Product Support Engineers are a critical interface to customers of the Digital Mine business – they are essential to customers achieving the safety and productivity outcomes needed.  Additionally, you will be committed to transforming data into readable, goal-oriented reports that drive innovation and growth.  You must be organized and detail-oriented, comfortable working with diverse teams. 

What do we want to know about you?

• Strong CAS system knowledge (monitoring, diagnostics, and reporting)
• Data analysis and reporting capability
• Ability to translate data into actionable operational insights
• Experience with Linux administration, Microsoft Server, IIS and SQL Server
• Sound knowledge of current network and communications technology
• Ability to diagnose, troubleshoot, problem solve and manage resolution to technical system issues
• Proven competence in root cause analysis
• Able to manage and prioritise simultaneous demands across 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 Qualifications:

• Degree in IT, software or computer engineering (or equivalent experience)
• Experience in an engineering, IT, scientific or other technical position
• Sound technical knowledge / expertise in electronic components, systems and communications / networking technology.
• Industry experience in a mining environment or with mobile fleet equipment
• Electrical, Auto Electrical or Radio Communications Trade Certificate
• Experience with the use of CRM (Salesforce), helpdesk or ticketing applications

What will your typical day look like?

System Monitoring

• Continuously monitor CAS performance, alarms, and system status
• Identify anomalies, faults, and unusual system behaviour
• Escalate issues to the Technology Partner for direction

Data Analysis & Insights

• Analyse system data to identify trends and recurring issues
• Evaluate alarm frequency and system utilisation
• Highlight risks and opportunities for optimisation

Reporting

• Produce regular reports (weekly/monthly), including:
  • System performance metrics
  • Alarm trends and analysis
  • Incident summaries
  • Key observations and insights

Incident Support

• Provide data, logs, and context to support troubleshooting
• Assist in root cause analysis through data insights
• Maintain accurate records of system events and issues

Alarm & System Optimisation

• Analyse alarm performance and work with the remote Wabtec Product Support Engineer to recommend optimisation of alarm logic and thresholds.

• Work with Wabtec engineering and site stakeholders to implement improvements.
• Ensure alignment with operational requirements and site safety standards.

Maintenance Support & Proactive Direction

• Provide daily guidance to maintenance teams based on system insights.
• Identify potential failures or degradation trends early.
• Support a proactive maintenance approach, reducing downtime and improving reliability.
• Assist in prioritisation of maintenance activities based on system criticality.
• Support firmware, software and configuration updates to ensure the system operates as required

#LI-AC1

Additional Information

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.

Culture powers us and the possibilities.

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.

We’re proud to be an Equal Opportunity Employer. We welcome talent of all backgrounds, experiences, and identities, including race, gender, age, disability, veteran status and more.

Need accommodation? Just let us know - we’ve got you.