Position OverviewAs 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 railway vehicles. 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.
What will you do?- Monitoring fleet performance and providing equipment surveillance support for Siemens' railway vehicles 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 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.
What will you need to succeed?- Excellent communication skills and a strong commitment customer-service.
- 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.
Salary is commensurate with experience, and ranges between $75,000 CAD - 90,000 CAD, excluding bonus and benefits.
