Technical Support Specialist, Customer Service

Change the future with us.
We are looking for dedicated and talented people who tackle ever-changing challenges, customer needs, and questions from colleagues with clever concepts and creativity. We embrace change and work with curious minds re-inventing the future of work. Join us and let us focus together on what's truly important: making lives better with new ideas and the latest technology around the world.

Why you'll love working for Siemens

• Freedom and a healthy work- life balance– Embrace our flexible work environment with flex hours, telecommuting and digital workspaces.
• Solve the world's most significant problems – Be part of exciting and innovative projects.
• Engaging, challenging, and fast evolving, cutting edge technological environment.
• Opportunities to advance your career and mentorship programs on a local and global scale.
• Competitive total rewards package.
• Profit sharing available.
• Rewarding vacation entitlement with the opportunity to buy and sell your vacation depending on your lifestyle.
• Contribute to our social responsibility initiatives focused on access to education, access to technology and sustaining communities and make a positive impact on the community.
• Participate in our celebrations, social events and offsite business events.
• Opportunities to contribute your innovative ideas and get paid for them
• Employee perks and discounts.
• Diversity and inclusivity focused.

What will you do?
As a key member of the Performance and Technical Support team, you will contribute to fulfilling our Technical Support and Spares Supply Agreement (TSSSA) objectives. Your role is crucial in delivering high performance in safety, operational reliability, and customer satisfaction, measured by cost, quality, and overall customer experience. You will provide mechanical technical support to our customers' station personnel, onboard personnel, and maintenance workforce to enhance the equipment reliability of the Siemens locomotive and coaches' fleet. You will advise on routine and corrective maintenance, resolution and mitigation of equipment failures, and train rescue. Develop strong and successful relationships with the customer. Assist the Siemens Mobility Customer Service department by providing details on customer-related inquiries 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 Technical Support Specialist include:

• Monitoring fleet performance and providing equipment surveillance support for Siemens' locomotives and coaches utilizing fleet monitoring suite applications.
• Providing first-line technical assistance via phone and email to end-users, including but not limited to locomotive engineers, onboard personnel, customers' operation center personnel, customers' and Siemens management, engineering, and field technicians for Rolling Stock and Customer Service.
• Communicating with the customer about any equipment needing immediate attention.
• Creating service requests and work orders in the customer's CMMS (Maximo) as necessary and verifying that all defects, tasks, and/or incidents have been reported and documented.
• Preparing and participating in shift pass-downs/job briefs/handovers with the Technical Advisor.
• Preparing any necessary information for daily/weekly meetings with the customer, such as reports, downloads, fleet monitoring data, statements, etc.
• Supporting failure investigations and the completion of Root Cause Analysis reports by serving as a resource to collect and distribute failure and incident data to end-users, utilizing a PowerApps application to standardize incident report output.
• Supporting efforts to drive reliability and continuous improvement to minimize downtime and costs.
• Serving as a resource to access data in the customer's CMMS and distributing data on a scheduled and ad hoc basis.
• Ensuring proper communication between the customer and the field services team.
• Providing feedback to the team regarding performance, quality, and productivity issues.
• Developing a working relationship with the customer as an employee and representative of Siemens Mobility.

Required Knowledge / Skills, Education, and Experience:

• Very good knowledge of French and English, both written and spoken, with excellent communication skills in both languages.
• Degree in Electricity or Mechanic or equivalent professional experience.
• More than 3 years of experience in an industrial, maintenance, or commissioning environment, preferably in the rolling stock or railroad industry.
• Remote technical support or customer service experience will be considered a plus.
• Ability to work, lead, and give guidance under pressure (stress management).
• Ability to work autonomously.
• Experience in report generation, presentations, email communications, and working with spreadsheets.
• Analytical skills, good observation, and logical thinking.
• Willingness to do shift work (AM, PM, and weekends).
• Ability to read and understand electrical schematics and mechanical drawings, including 3D drawings.
• User knowledge of monitoring tools and CMMS software.
• Good knowledge of Microsoft suite applications (Office, PowerApps, PowerBI, etc.).
• Knowledge of maintenance/troubleshooting processes, practices, concepts, and documentation.
• Knowledge of continuous improvement techniques and principles.

The successful candidate for this position must be bilingual. Fluency in English and French (oral and written) is required to perform the duties and responsibilities of the position:

• The role requires interaction with English and/or French speaking customers and suppliers across Canada and/or abroad.
• The role requires regular interaction with Siemens colleagues based in Quebec, Ontario, nationally and internationally.

Le candidat retenu pour ce poste doit être bilingue. La maîtrise de l'anglais et du français (à l'oral et à l'écrit) est nécessaire pour s'acquitter des tâches et des responsabilités du poste :

• Le poste exige une interaction avec des clients et des fournisseurs anglophones et/ou francophones au Canada et/ou à l'étranger.

About Us.
We share our ideas and champion the people behind them.
Siemens Mobility is a separately managed company of Siemens AG. As a leader in transport solutions for more than 175 years, Siemens Mobility is constantly innovating its portfolio. Its core areas include rolling stock, rail automation and electrification, a comprehensive software portfolio, turnkey systems as well as related services. With digital products and solutions, Siemens Mobility is enabling mobility operators worldwide to make infrastructure intelligent, increase value sustainably over the entire lifecycle, enhance passenger experience and guarantee availability. In fiscal year 2022, which ended on September 30, 2022, Siemens Mobility posted revenue of €9.7 billion and had around 38,200 employees worldwide. Further information is available at:

In Canada, Siemens Mobility has been providing solutions to the transportation industry for more than 40 years, including railway infrastructure maintenance services on the rail networks in Quebec and Ontario, light rail vehicles in Edmonton and Calgary, trainsets delivered to VIA Rail Canada, new trainsets for Ontario Northland that will bring back Northeastern passenger rail to Ontario that are expected to be delivered in 2026, an order for locomotives for Montreal's exo and the rail electrification and overall system maintenance of the light rail transit network in Kitchener-Waterloo. Our footprint also includes dispatching services operated from Dorval, Québec, to more than 25 railways across Canada covering over 3,400 miles of track.

Today, Siemens Mobility provides customers with full-service capabilities for the entire life cycle of their projects to help evolve our growing cities while supporting Canada's sustainability goals.

To learn more about Siemens Mobility, visit our website at Siemens Mobility | Canada | Siemens Mobility Canada

Canada