Field Service Lead - Technical Support Specialist

Job Description Who will you be working with? Wabtec is a leading global provider of equipment, systems, digital solutions, and value-added services. Our team is focused on continually improving our best-in-class production capabilities. We combine deep domain expertise and tenured experience to deliver unparalleled products for our customers. Here you’ll interact daily with team members during the problem resolution process and will partner with other key stakeholders to support our internal customers and their responsibilities. How will you make a difference? The Field Service Lead/Specialist is responsible for managing and supporting warranty and aftermarket activities for Wabtec products across active transit projects in the Greater New York City territory. This role ensures operational excellence by supervising field service technicians, maintaining strong customer relationships, and serving as the primary liaison between customers, car builders, and Wabtec management. The position emphasizes safety, technical expertise, and proactive problem-solving to enhance product reliability and customer satisfaction. Key Responsibilities: Customer & Relationship Management Serve as the key Wabtec representative on Transit Authority sites for warranty, modifications, and aftermarket activities. Develop and maintain strong relationships with transit authorities and car builders. Actively listen to customer concerns and resolve issues promptly. Represent Wabtec field service in meetings and conference calls with customers and internal teams. Technical Support & Reliability Assist transit authority repair operations with troubleshooting and debugging Wabtec products. Analyze reliability data and recommend improvements to procedures and component replacement intervals. Maintain a database of product reliability trends and communicate findings to product line engineering. Drive component reliability information through FieldConnect. Investigate system failures in the field and produce engineering reports as required. Collaborate with customer maintenance and operations teams to drive product launches and component field testing. Provide feedback to internal and external stakeholders. Team Leadership & Management Assist the regional manager in supervising, coaching, and training field service technicians. Ensure adherence to company policies and safety standards. Assist in organizing workflow, setting performance goals, and monitoring productivity. Conduct regular task performance reviews and provide constructive feedback. Recommend training programs for technical and soft skills development. Safety & Compliance Promote and enforce a strong safety culture. Ensure compliance with PPE requirements and Wabtec’s “2-minute warning” safety initiative. Generate Risk Assessments for the various sites and activities in the assigned territory. Assess field activities and develop and implement safety procedures. Reporting & Documentation Prepare weekly reports on safety, manpower, warranty support, and retrofit activities. Maintain accurate records of service calls, work orders, and timekeeping. Track warranty spare inventory and calibration of tools and equipment. Implement computerized reporting systems (e.g., Field Connect, project trackers). Lead training and implementation of all modules on the Field Connect platform. Close monitoring of field reporting for the supporting project, ensuring full compliance with requirements and standards. Training & Development Provide on-site training for car builder or transit authority personnel on Wabtec systems. Plan and monitor technical and safety training for field service teams. Requirements & Skills: Proven experience as a supervisor or in a similar technical leadership role. Strong mechanical aptitude and hands‑on capabilities. Excellent communication and interpersonal skills; ability to explain complex technical issues clearly. Outstanding organizational and leadership skills. Proficiency in MS Office and familiarity with reporting tools. Knowledge of rail industry products and systems (preferred). Valid driver’s license and ability to travel to the U.S. for training. Strong problem‑solving and decision‑making abilities. Ability to motivate teams and maintain a positive work environment. Requirements: Travel: Required within the Greater NYC territory and occasional U.S. trips for training and support. Reporting Structure: Reports to Field Service Manager / Regional Service Director. Work Environment: On-site at transit authority locations, with adherence to safety protocols. Additional Information Our job titles may span more than one career level. The hourly rate for this role is currently $37 - $43. The actual rate offered to a candidate may be influenced by a variety of factors, such as: training, transferable skills, work experience, education, business needs, market demands and work location. More information on offered benefits, which include health, welfare, and retirement, are available at mywabtecbenefits.com. Other benefit offerings for this role may include annual bonus, if eligible. Additional Information Our job titles may span more than one career level. The salary rate for this role is currently $33-43 The actual salary offered to a candidate may be influenced by a variety of factors, such as: training, transferable skills, work experience, education, business needs, market demands and work location. The base pay range is subject to change and may be modified in the future. More information on offered benefits, which include health, welfare, and retirement, are available at mywabtecbenefits.com. Other benefit offerings for this role may include annual bonus, if eligible. 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 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. #J-18808-Ljbffr Wabtec Careers