Senior Engineer, Services Engineering

Job Description

It’s not just about your career or job title… It’s about who you are and the impact you will make on the world. Because whether it’s for each other or our customers, we put People First. When our people come together, we Expand the Possible and continuously look for ways to improve what we create and how we do it. If you are constantly striving to grow, you’re in good company. We are revolutionizing the way the world moves for future generations, and we want someone who is ready to move with us.

Who are we?

Wabtec Corporation is a leading global provider of equipment, systems, digital solutions, and value-added services for freight and transit rail as well as the mining, marine, and industrial markets. Drawing on nearly four centuries of collective experience across Wabtec, GE Transportation, and Faiveley Transport, the company has grown to become One Wabtec, with 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 and unlocks our customers’ potential by delivering innovative and lasting transportation solutions that move and improve the world. We are lifelong learners obsessed with making things better to drive exceptional results. Wabtec has approximately 27K employees in facilities throughout the world. Visit our website to learn more!

Job Purpose

The Technical Leader is responsible for ensuring reliable and scalable service delivery for global KinetiX systems by leading incident management, technical enablement, documentation, training, and automation initiatives. The role also manages a contingent workforce across multiple vendors, ensuring operational efficiency, performance accountability, and alignment with global service objectives.

Key Responsibilities

Service Reliability & Incident Management

• Drive improvement in uptime of global systems through proactive incident and ticket management.
• Lead or support Logical Down (LD) Root Cause Analysis (RCA) for major or recurring incidents.
• Ensure disciplined ticket governance including prioritization, reviews, stakeholder communication, and closure follow-ups.

MTTR Reduction & Performance Management

• Provide hands-on technical guidance to L1 and L2 engineers to reduce resolution times.
• Track and proactively manage open, pending, and escalated tickets.
• Implement individual performance tracking and KPI dashboards for ticket resolution.

Documentation & Knowledge Management

• Lead Change Review Board (CRB) discussions to identify issues suitable for L1/L2 ownership.
• Develop, review, and publish Failure Analysis & Mitigation (FAM) documentation based on recurring issues and learnings.
• Ensure documentation is current, accessible, and effectively adopted by service teams.

Training & Capability Development

• Design and deliver structured technical training for new hires and existing L1/L2 and Calibration team members.
• Partner with Engineering teams to facilitate knowledge transfer (KT) on recurring and complex issues.
• Act as a mentor to uplift overall technical depth and problem-solving capability within the service organization.

Escalation Reduction & Engineering Collaboration

• Reduce dependency on Engineering by enabling L1/L2 teams to independently resolve a higher percentage of issues.
• Work with global service leaders to optimize ticket ownership and workload distribution.
• Drive process and skill improvements to meet escalation reduction targets.

Calibration & Automation Enablement

• Support global calibration operations for WV systems.
• Leverage existing automation to improve efficiency and throughput of calibration activities.
• Identify and support implementation of new automation opportunities to improve cycle time and productivity.

Contingent Workforce & Vendor Management

• Manage a group of contingent workers across multiple vendors supporting service operations.
• Oversee onboarding, task allocation, productivity tracking, and performance reviews of contingent staff.
• Ensure vendor resources meet defined technical, quality, and SLA expectations.
• Partner with procurement and vendor management teams to address capacity, performance gaps, and continuity risks.

Key Metrics for Success

• System uptime ≥90%
• MTTR ≤35 for L1/L2 ticket closures
• Escalation rate <20%
• Month-over-month reduction in open, pending, and escalated tickets
• Successful delivery of documentation, training, and automation initiatives
• Effective utilization and performance of contingent workforce

Qualifications

• Bachelor’s degree in computer science, electrical or electronics engineering or equivalent technical discipline
• 8+ years of experience in technical services, support engineering, or operations
• Experience working with L1/L2/L3 support models and global stakeholders
• Prior exposure to managing vendor-based or contingent support teams

Core Competencies

• Incident and problem management
• Technical mentoring and documentation leadership
• Vendor and contingent workforce management
• Cross-functional collaboration
• Data-driven decision making and accountability

Leadership Expectations

• Demonstrates ownership, accountability, and data-driven decision-making.
• Acts as a role model for safety, quality, and operational discipline.
• Continuously seeks improvement opportunities in processes, tools, and skills.
• Builds strong partnerships with Engineering and Global Services teams.

Our Commitment to Embrace Diversity:

Wabtec is a global company that invests not just in our products, but also our people by embracing diversity and inclusion. We care about our relationships with our employees and take pride in celebrating the variety of experiences, expertise, and backgrounds that bring us together. At Wabtec, we aspire to create a place where we all belong and where diversity is welcomed and appreciated.   

To fulfill that commitment, we rely on a culture of leadership, diversity, and inclusion. We aim to employ the world’s brightest minds to help us create a limitless source of ideas and opportunities. We have created a space where everyone is given the opportunity to contribute based on their individual experiences and perspectives and recognize that these differences and diverse perspectives make us better.

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.

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.