Product Support Engineer Coordinator

Key Aim:

The key aim of the role is to conduct the required support for our customers and products at both WF UK sites & customer locations. The PSE Co-Ordinator is a key role to ensure that WF UK products and services are meeting our customers’ expectations throughout their life cycle.

Key Duties & Tasks:

Delivery

• • Carry out appropriate modification programmes on Company products as defined by WF UK & Sisco’s. The scope of this activity includes initial preparation of work (tools, parts etc.), day to day liaison with customers and keeping accurate, concise records of work completed.
• • Working with the Project Management team on site or at depots to deliver projects within the budget and on time.
• • Ensure that all drawings, tooling, fixtures, test equipment are fit for purpose & available prior to commencement of a job.

Quality, Health & Safety

• • Comply with Company and statutory Quality, Health & Safety, Environmental and other policies and procedures.
• • Ensure engagement and actively participate with Health & Safety management processes.
• • Ensure that investigations and reports on failed / defective components are carried out in line with policies & procedures in a timely manner.

Customer

• • Identify revenue opportunities and report to the Operations Manager.
• • First line dealing with complaints made by customers, stepping in and supporting as necessary. Escalating at the earliest opportunity as required
• • Develop and maintain positive working relationships with current and potential customers in such a manner as to maintain the reputation of the Company as a world class supplier of railway equipment and systems.

Continuous improvement

• • Identify methods of improvement within the area of responsibility (increased efficiency, decrease throughput time, etc.).
• • Implement 5S methodology wherever possible during on / off-site operations in conjunction with PSE Co-ordinator and Continuous Improvement Engineer as required.
• • Actively participate in Wabtec Faiveley group deployment of improvement initiatives (WMS, new technologies, etc.).

Other

• • Provide technical support for OE Contracts and aftermarket sections of WF UK & Sisco’s, as part of the Intelligent Asset Management Team.
• • Report general industry intelligence and competitor activity (technical and commercial) to the PSE Co-ordinator and Field Service Operations Manager as required.
• • Supporting Operations Manager on disciplinary investigations, as necessary.

General:

• • Adhere at all times to the company’s Health, Safety & Environmental instructions and requirements.
• • Take on any other reasonable responsibilities or tasks that are within the employee's skills and abilities. Support Wabtec UK goals and objectives.

Working Relationships:

• • iAM Team.
• • Customer location staff.
• • Health and Safety department
• • Other Wabtec Operational divisions
• • Engineering department
• • Supply chain department
• • Sub-contractors

Requirements

Essential

Education & Qualifications

At least 2 GCSEs or equivalent at Grade C or above, including English Language and Mathematics. Mechanical and/or Electrical engineering ONC, or NVQ Level 3 or equivalent qualification.

Desirable

HNC/HND level / NVQ Level 4 / Foundation degree.

Project Management certification/qualification e.g. APM

NEBOSH/IOSH qualification/certification

Skills, Knowledge & Experience

Outstanding technical attributes & an aptitude for fault finding.

Significant technical ability across multiple rolling stock sub-systems (relating to our products).

Significant in leading & co-ordinating teams across multiple locations and projects

Good understanding of Health and Safety legislation & experience in leading safety improvement intiatives.

Ability to train others.

Sound IT skills (particularly MS Excel and Laptop/Tablet computers)

Ability to compile technical reports and customer focussed progress reports

Ability to efficiently organise team work load and analyse KPI output for improvement actions.

Ability to work autonomously and as part of a team.

Desirable

Experienced in leading continuous improvement initiatives and implementing lean tools and techniques such as 5S.

Competency & Behaviour

Reliable, passionate and collaborative. Ability to demonstrate Wabtec values at all times:

• • Safety first.
• • Champion customers.
• • Pursue excellence.
• • Lead through innovation.
• • Succeed as a team.

Tenacious and resilient, putting customer service delivery at the heart of the operation.

Other requirements

Valid driving licence.