Technical Services Engineer - Tracsis

Company Overview

RailComm is a leader in enabling railroads to operate safely and efficiently with software and hardware-based automation systems.  Our portfolio of solutions includes yard automation, computer-aided dispatching, and predictive monitoring and analytics.  All our solutions are cloud enabled using leading edge secure worldwide cloud infrastructure. Headquartered in Fairport, NY, we deliver solutions, services, and support to freight, passenger, industrial and port-based railroads throughout the world.

Joining RailComm’s innovative team translates into continual opportunities to expand on what you can do. Our motivated employees come together with a wide variety of skills and backgrounds to create talented teams of problem-solvers. At RailComm, your potential is unlimited!  We are looking for exceptional people to complement our team. If you enjoy a challenging, creative environment, like to learn, and have the passion and drive to make a difference, RailComm may be the place for you.

RailComm encourages a collaborative, fun, and entrepreneurial environment.  We provide our employees with the opportunities to learn new technologies, improve skills, and take responsibility for their work.

What you’ll do?

We’re looking for a Technical Service Engineer (TSE) to join us here at RailComm. Day to day you will be required to provide technical support for RailComm’s portfolio of rail automation solutions, consisting primarily of proprietary hardware and software, while providing exceptional customer service in an industrial railroad environment both remotely and onsite as needed. You’ll respond to customer support inquiries, lead troubleshooting efforts, maintain customer sites remotely, and act as customer liaisons for identified items requiring follow-up by other groups at RailComm.

Who you will be

We want to make sure you’re set for success so the key skills we’re looking for in the role are below. We know not everyone ticks all the boxes and we’ll provide training on some of the areas if you’re the right person for the role.

• Ability to drive prompt resolution of field support issues raised by customers
• Deploying software and configuration changes to customer systems
• Assisting the IT team in maintaining and essential monitoring of a cloud Azure SaaS environment
• Acting as a professional point of contact and liaison for customers by routing actionable items internally with other RailComm groups
• Enjoy solving problems and helping people
• Have experience in a technical support role
• Tenacity solving complex issues
• Are patient and level-headed, with experience making sound decisions and remaining calm under pressure
• Outstanding oral and written communication skills
• Have a knack for talking about technical subjects with a wide variety of skill levels ranging from novice to experienced
• Have a voracious appetite for learning
• Learn just as effectively from first-hand experience, self- directed study, documentation, or informal instruction
• A technical degree or equivalent work experience
• Ability to support a 24/7 on-call rotation within a smaller group.
• Understanding of computer networking basics, including LAN topologies, wired/wireless protocols, security, and troubleshooting connectivity.
• Familiarity with Windows desktop and server operating systems.
• Fundamental understanding of Microsoft SQL server and Hyper-V.
• Fundamental understanding of serial (RS232) communication.
• Fundamental understanding of computer hardware, embedded devices, and sensors.
• Ability to work under various climates and conditions with the ability to lift up to 50 lbs
• Comfortable working in a fast-paced environment with the ability to work independently with minimal supervision
• Able to travel, both domestic & international, up to 25% of the time

What we’ll give you

You’ll join a diverse team with a friendly and relaxed culture. We encourage collaboration both with colleagues and customers.

We have a supportive environment where innovation, fresh ideas and creative solutions are encouraged and shared.  

Other benefits we offer include:

• 100% Company sponsored Dental and Vision Plan
• Company funds 80% single plan, 70% family plan for Company sponsored Health Insurance
• FSA spending accounts
• $50,000 Life Insurance Policy, 100% Company funded
• 401(k) and Roth retirement plans with generous company match
• Supplemental Life Insurance available
• Short term and long-term Disability Plans
• Paid vacation
• 10 Company paid Holidays

Our Core Values

• We treat everyone with respect
• We are innovative, always learning, in everything we do
• We are committed to providing value to our customers
• We are committed to working in a collaborative team-oriented environment to achieve common goals
• We practice safety, first and foremost

If this sounds like you, then apply now!