About the role

Technical Support Lead ensuring operational performance of trackside friction management units. Working within Field Service team for troubleshooting, repairs, and software updates.

Responsibilities

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
Support operations in the receipt, triage, and disposition of returned equipment from the field.
Assist with creation and upkeep of user/technical documentation
Assist with training of field service team on new products and updates to existing products.
Generate and circulate periodic performance reports on field equipment
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.
Proactively identify service, and uptime improvement opportunities based on data and experience.

High school diploma required, technical degree in an electronics-related field preferred
4+ years of experience in a similar role required
e-RailSafe certification required and 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