Technical Specialist/Field SME at Wabtec Corporation

SCOPE/JOB OBJECTIVE

• We are seeking a Field SME to join our team at Wabtec Digital Mine. The Field SME provides advanced technical expertise to support product installation, troubleshooting, and optimization for customers and internal teams. This role ensures high-quality technical delivery, drives continuous improvement, and acts as a subject matter expert for complex systems and solutions.
• Wabtec Corporation is a leading global provider of equipment, systems, digital solutions, and value-added services for the freight and transit rail industries. The Digital Mine business unit focuses on transforming mining operations through advanced digital technologies, including safety systems, productivity solutions, and data-driven insights. Our mission is to help mining companies operate more efficiently, safely, and sustainably.

DUTIES AND RESPONSIBILITIES

Advanced Technical Support & Diagnostics:

• Serve as the final point of escalation (Tier 3) for the most complex, persistent, or unusual technical issues that junior and mid-level technicians cannot resolve.
• Lead root cause analysis (RCA) efforts for high-impact system failures, coordinating with engineering and product teams to develop and deploy permanent solutions.
• Proactively analyse system logs and performance data across client sites to identify potential issues, trends, and optimization opportunities before they become service-affecting problems.

Mentorship & Knowledge Transfer:

• Actively mentor and coach Junior Field SMEs and Support Technicians, providing on-the-job guidance, technical validation, and support.
• Lead formal and informal training sessions for internal teams and partners on new products, software updates, and advanced troubleshooting methodologies.
• Develop and refine technical documentation, installation guides, and service bulletins, ensuring quality and accuracy.

Installation & Commissioning Leadership:

• Oversee and provide expert-level support for complex or high-stakes installation and commissioning projects, ensuring adherence to all technical standards and safety protocols.
• Act as the primary technical liaison for strategic client projects, ensuring seamless integration and optimal configuration of DotNetix systems.

Client & Stakeholder Management:

• Build and maintain strong relationships with key technical counterparts at client sites, acting as a trusted advisor.
• Communicate complex technical concepts and solutions clearly to non-technical stakeholders, including client management.
• Collaborate directly with the Engineering and Product Management teams to provide detailed field feedback, advocate for product enhancements, and assist in testing new features.

Continuous Improvement & Strategy:

• Identify and champion technical process gaps, recommending enhancements to troubleshooting workflows, maintenance schedules, and documentation practices.
• Review and update field service documents, technical bulletins, and knowledge base articles to ensure they are current, accurate, and effective.

WORKING RELATIONSHIPS

• Internal: Collaborates with engineering, operations, and customer support teams.
• External: Works directly with customers, partners, and suppliers during installations and technical engagements.

EXPERIENCE

• Minimum 5-7 years of hands-on experience in a senior technical support or field service role, preferably in the mining, industrial, or heavy equipment sector.
• Demonstrable mastery of DotNetix AI CAS, TMM systems, auto-electrical principles, and advanced IP networking.

Skills:

• Expert-level diagnostic and analytical problem-solving skills.
• Proven ability to mentor, train, and lead junior technical staff.
• Exceptional communication and interpersonal skills, with the ability to manage complex client interactions.
• Proficiency in creating and refining high-quality technical documentation.
• Strong understanding of Mine Health and Safety Act (MHSA) regulations and compliance standards.
• Valid driver's license and medical clearance for mine site access.

Qualifications

• Education: Relevant technical degree, diploma (e.g., NQF 6/7 in Electrical, Mechatronics, or IT), or equivalent master-level trade certification.