Support Desk Technician

What will you do?

As a member of the Performance and Technical Support teams to fulfill the Technical Support and Spares Supply Agreement (TSSSA) objectives, you will be delivering high performance in safety, performance and reliability, measured by cost, quality and customer satisfaction. You will Provide mechanical technical support to our customers' maintenance workforce to enhance equipment reliability of the Siemens charger locomotive and coaches' fleet. Advice on: routine maintenance, restoration and resolution to equipment failures, semi-complex equipment installation, and modifications and repairs. Develop strong and successful relationships with the customer. Assist the Siemens Mobility Customer Service department providing details on Customer related inquires, involving Mechanical Department concerns. Drive increased productivity and quality through strong know-how, experience, successful collaboration, and innovative thinking.

Responsibilities / Accountabilities

The responsibilities of the Support Desk Technician include
- Prepare and participate in shift pass-down/job brief/handover with Technical Advisor
- Prepare any and all necessary information for Daily/Weekly Meetings with the customer i.e. reports, downloads, fleet monitoring data, statements etc.
- Monitor all in-service New Corridor Fleet trainsets utilizing digital services such as fleet monitoring IT tools during the allocated shift
- Create SR/WO as necessary, communicate to the customer about any equipments needing immediate attention.
- Provide technical guidance to on-board train crews or EM personnel (mobile unit) to assist with the rescuing or restoration of troubled trains.
- Analyze equipment data such as, downloads, diagnostic info, to determine cause of equipment failure or defect.
- Provide a detailed analysis report with facts on findings and attach to SR/WO. Making info available for daily/weekly meetings as needed or necessary.
- Provide first-line technical assistance to operations staff for troubleshooting and repair of locomotives and coaches
- In the absence of storekeepers, perform Material transactions to support the fleet as needed
- Ensure proper communication between the Customer and the field team.
- Provide feedback to the team regarding performance, quality, and productivity issues.
- Assist with running maintenance on a fleet of locomotives and coaches, maintenance instructions from Computerized Maintenance Management System (CMMS).
- Verify that all defects, tasks, and/or incidents have been reported and documented in the CMMS for compliance, issue tracking, and closure.
- Assist with unscheduled repairs on locomotives including mechanical repairs, electrical repairs, highly complex technical and troubleshooting repairs on locomotives.
- Follow all maintenance instructions (wherever available) to adhere to and maintain compliance and high-quality standards
- Provide the second-line of technical advice and guidance to the customer for the execution of maintenance plan
- Develop a working relationship with the Customer as an employee and representative of Siemens Mobility

Required Knowledge / Skills, Education, and Experience
- Bachelor's degree in Electrical or Mechanical Engineering or College degree in Mechanical or Electrical Engineering or equivalent experience
- More than 3 years of experience in an industrial, maintenance or commissioning environment preferably in rolling stock industry
- Very good knowledge of French and English both written and spoken, with excellent communication skills in both languages
- Leadership and customer focus
- Innovative thinking and ability to influence others
- Willingness to shift work
- Knowledge of fundamental concepts, practices, and procedures for supervised workgroups.
- Knowledge of continuous improvement techniques and principles
- User knowledge of Fleet monitoring tools and CMMS Software
- Analytical skills, good observation skills, Logical thinking.
- Ability to work under pressure (stress management)
- Be autonomous
- Good experience in data analysis

Que ferez-vous ?

En tant que membre des équipes de performance et de soutien technique pour atteindre les objectifs de l'accord de soutien technique et de fourniture de pièces de rechange (TSSSA), vous fournirez des performances élevées en matière de sécurité, de performance et de fiabilité, mesurées par le coût, la qualité et la satisfaction du client. Vous fournirez un soutien technique mécanique au personnel de maintenance de nos clients afin d'améliorer la fiabilité des équipements du parc de locomotives et d'autocars de Siemens Charger. Fournir des conseils sur : l'entretien de routine, la restauration et la résolution des pannes d'équipement, l'installation d'équipement semi-complexe, et les modifications et réparations. Développer des relations solides et fructueuses avec le client. Assister le service clientèle de Siemens Mobility en fournissant des détails sur les demandes de