Technical Customer Support Manager jobs in Pennsylvania

Title: Customer Support Specialist – Customer Operations

Location: Wabtec (GE Transportation) – Erie, PA

Job Description:

The Customer Operations Center provides exceptional customer service in the Rail Transportation Industry and is the primary contact for operators of Wabtec Locomotives.  The operational goal of this group is to provide support for logistics and fulfilment of supply chain and reverse supply chain deliverables, up to and including repair services and support of advanced digital technology.

All Customer Support Specialists are expected to answer questions about products, contracts, inventory availability, and general orders, with an expectation to be proficient in all support center activities to maintain customer satisfaction in a demanding and changing time sensitive environment.

Essential Responsibilities:

• Use troubleshooting techniques, knowledge, and customer service skills to resolve issues with supply chain or services related cases.
• Serve as a resolution point within customer operations team to decrease escalations.
• May write or contribute user/technical documentation and case notes to resolve future customer issues.

-   Participate in continuous improvement activities by identifying and appropriately escalating process and product quality gaps, providing solutions when possible.

• Perform ticket triage, monitor, and review ticket aging to ensure timely response to the end-user; Use reporting tools to help resolve the oldest tickets as needed.
• Perform delivery tasks per standard operating procedures.
• Work cross-functionally with internal stakeholders to correctly identify and resolve issues.

Skills:

• Must have excellent communication and interpersonal skills.
• Demonstrated project experience working in a cross functional organization.
• Change agent mentality – proactively learns new processes, identifies opportunities for improvement while promoting their adoption.
• Motivation to provide excellent internal and external customer service
• Analytical and reasoning ability for solving problems and good judgment for complex decision-making

Qualifications:

• Bachelor’s Degree preferred. Previous technical support experience with GE/Wabtec Rail products preferred. Associates Degree and 2 years of technical customer support experience or High School Diploma/GED and High School and 5 years of customer support experience.
• Previous customer facing experience with request or ticket escalation management.
• Computer skills to include knowledge of various software programs and database applications (MS Suite, Salesforce, SQL, Access, Tableau, Oracle; etc).