Analyst II, Support

Job Purpose

Support 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.

Company Description

Railroads transport goods and people millions of miles every day. At Progress Rail, we believe in going the distance with them. We are looking for talented and innovative team players to address the challenges of the rail industry today, ensuring success for the future. Build a long-term career with opportunities for growth and advancement as part of a vibrant network of close to 200 global locations. Our innovative team members work together to forge the bridge between ideas and success!

As a Caterpillar company, Progress Rail 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 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 their needs.

Learn how we keep our customers rolling by following us on Facebook, Twitter, Instagram, YouTube and LinkedIn, and by visiting progressrail.com.

Education / Training

• A four year degree in S.T.E.M.

Key Job Elements

• 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 issues;

• Prioritize production-critical issues and escalate issue(s) to the appropriate technical staff, team or management;

• Global incident routing including validation, processing, triage, routing decision points and assignment;

• Ability to work on or with hardware and FPGA teams as needed;

• Familiarity with cellular modems, TCP/IP, Ethernet and other communication protocols;

• Hardware provisioning and configuration;

• Provide extra phone support and coverage, as needed;

• Advanced working knowledge of integration of monitoring systems with ticketing & event tracking systems;

• Prepare statistical and data reports, including usage trends and analysis;

• Experience supporting and working with cross-functional teams in a dynamic environment;

• Provide remote and on-site support to all staff;

• Actively involved in problem resolution, follow-up, testing, workarounds and equipment suggestions;

• Facilitate warranty claims and exchanges;

• Accurately record customer support issues in tracking system;

• Solid understanding of container technologies;

• Solid understanding of PKI concepts and security properties;

• Experience with AWS or other cloud services.

Qualifications and Experience

• +3 years IT or Engineering experience;

• Cisco Certified Network Associate (CCNA) preferred

• Prior experience with locomotive electronics and communications; PTC and OEM;

• Familiar with ITIL ticketing system;

• Prior technical support/call center experience.

Must 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.

EEO

Equal Opportunity Employer - Race/Color/Sex/Religion/National Origin/Sexual Orientation/Gender Identity/Vets/Disabilities

Benefits

• Competitive Salary

• 401(k) plan with up to 6% company match (no waiting period with immediate vesting)

• Medical/Dental/Vision/Life/Disability Insurance

• Supplemental Accident, Critical Care, and Hospital Insurance available along with an HDHP and HSA with seed money

• Flexible Spending Accounts

• Paid Vacation

• Paid Holidays

• Paid Time-Off (PTO)

• Employee Assistance Plan

• Education Assistance Program

• Employee Recognition Programs

• Site specific Production and Incentive Plans

• Site specific Step and Skill Level Wage Adjustment Plans

• Site Specific Relocation and Sign-on Bonus Programs

• Benefits eligibility varies by job position, full-time/part-time and regular/temporary status. The provisions of the plan documents control such benefits.

Job Category

Engineering