Technical Support Engineer

Profile

:,ActualValueFromSolar:null},{QuestionName:Work Location,AnswerValue:Albertville, AL (PRSC Corp HQ) - 001 ,VerityZone:location,QuestionType:select,ActualValueFromSolar:null},{QuestionName:Job Purpose,AnswerValue:u003cbru003eu003cbr/u003eSupport our portfolio of products to report trouble, track incidents, escalate issues and report metrics to internal and external customers. This position will cross-train with the separate groups to become subject matter experts in all locomotive electronics and communication protocols, both onboard and to the back-office. Troubleshoot and diagnose most issues using documentation and run-books and be able to engage one or multiple internal and external SME’s to diagnose and resolve complex issues.u003cbr/u003eu003cbru003e,VerityZone:jobdescription,QuestionType:textarea,ActualValueFromSolar:null},{QuestionName:Req ID,AnswerValue:5893BR,VerityZone:autoreq,QuestionType:text,ActualValueFromSolar:null},{QuestionName:Company Description,AnswerValue:Progress Rail, a Caterpillar company, is an integrated rolling stock and infrastructure provider, delivering a full range of products and services to domestic and international railroad customers. Our customers enjoy one-stop shopping and comprehensive cradle-to-grave railway solutions - whether it rolls on the rail or is the rail itself. From locomotives, transit, freight cars and engines, to tracks, signals and advanced technology, we ensure customers can count on us to meet all their rail needs. u003cbru003eu003cbru003eForging the bridge between ideas and success, our talented and innovative team members work together to address the challenges of the rail industry today, ensuring success for the future. As part of a vibrant, global network of business operations, each and every member of our team is important to our success. With headquarters in Albertville, Ala., more than 7,000 dedicated employees serve customers through a network of close to 150 locations around the world. For more information, visit u003ca href=****www.progressrail.comu003c/au003e and follow us @Progress_Rail on Twitter and YouTube. u003cbru003e,VerityZone:formtext21,QuestionType:textarea,ActualValueFromSolar:null},{QuestionName:Education / Training,AnswerValue:u003cbru003eu003cbru003eA four year degree in S.T.E.M.,VerityZone:formtext20,QuestionType:textarea,ActualValueFromSolar:null},{QuestionName:Job Title,AnswerValue:Technical Support Engineer,VerityZone:formtext11,QuestionType:text,ActualValueFromSolar:null},{QuestionName:City,AnswerValue:Albertville,VerityZone:formtext13,QuestionType:text,ActualValueFromSolar:null},{QuestionName:Key Job Elements,AnswerValue:u003cbru003eu003cbru003e• Ability to solve locomotive electronics problems in real time, including software functionality; data communication/network troubleshooting and installation, device and network configuration; operating systems and browser related issuesu003cbru003e• Prioritize production-critical issues and escalate issue(s) to the appropriate technical staff, team or management.u003cbru003e• Global incident routing including validation, processing, triage, routing decision points and assignmentu003cbru003e• Ability to work on or with hardware and FPGA teams as needed u003cbru003e• Familiarity with cellular modems, TCP/IP, Ethernet and other communication protocolsu003cbru003e• Hardware provisioning and configuration u003cbru003e• Provide extra phone support and coverage, as needed u003cbru003e• Advanced working knowledge of integration of monitoring systems with ticketing u0026 event tracking systems.u003cbru003e• Prepare statistical and data reports, including usage trends and analysisu003cbru003e• Experience supporting and working with cross-functional teams in a dynamic environment.u003cbru003e• Provide remote and on-site support to all staffu003cbru003e• Actively involved in problem resolution, follow-up, testing, workarounds and equipment suggestionsu003cbru003e• Facilitate warranty claims and exchangesu003cbru003e• Accurately record customer support issues in tracking systemu003cbru003e• Solid understanding of container technologiesu003cbru003e• Solid understanding of PKI concepts and security propertiesu003cbru003e• Experience with AWS or other cloud servicesu003cbru003eu003cbru003e,VerityZone:formtext19,QuestionType:textarea,ActualValueFromSolar:null},{QuestionName:Qualifications and Experience,AnswerValue:u003cbru003eu003cbru003e• 10 years IT or Engineering experienceu003cbru003e• Prior experience with locomotive electronics and communications; PTC and OEMu003cbru003e• Familiar with ITIL ticketing systemu003cbru003e• Prior technical support/call center experienceu003cbru003eu003cbru003eMust be able to lift at least 40 pounds. Position requires a valid Alabama Driver’s License. Applicants must be able to pass all pre-employment screenings. Must be able to communicate effectively with others, both orally and in writing. Ideal candidates are flexible, self-motivated and self-managing, with a strong sense of team and the ability to also work independently. u003cbru003eu003cbru003e,VerityZone:formtext17,QuestionType:textarea,ActualValueFromSolar:null},{QuestionName:EEO,AnswerValue:Equal Opportunity Employer – Race/Color/Sex/Religion/National Origin/Sexual Orientation/Gender Identity/Vets/Disabilities u003cbru003eu003cbru003e,VerityZone:formtext18,QuestionType:textarea,ActualValueFromSolar:null},{QuestionName:Benefits,AnswerValue:Progress Rail Services Corporation and its subsidiary and affiliate companies offer an excellent total compensation package* including competitive salary, 401(k) plan with company match, available medical/dental/vision/life/disability insurance along with flexible spending and paid vacation and holidays. Relocation assistance may be available for some positions. u003cbru003e u003ciu003e*Benefits eligibility differs by job position and employment status - governing plan documents control such benefits..u003ciu003e u003cbru003e,VerityZone:formtext22,QuestionType:textarea,ActualValueFromSolar:null},{QuestionName:Job Category,AnswerValue:Engineering,VerityZone:formtext5,QuestionType:single-select,ActualValueFromSolar:null},{QuestionName:State:,AnswerValue:Alabama,VerityZone:formtext33,QuestionType:text,ActualValueFromSolar:null}],GQId:1608,isGQResponsive:true,isActive:true,isSocialReferralJobRestricted:false,localeId:1033,AutoOptionalReqId:5893BR,Title:Technical Support Engineer,JobSiteId:5496,Link:****{Responsive_AdvancedCSS: /* increase width of search landing page search inputs when there#SQ#s space */#N#@media only screen and (min-width: 1100px) {#N# #gateway #initialSearchBox .controlWrapper.autocompleteWrapper {#N# display: inline-block;#N# min-width: 26em;#N# }#N# #gateway 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