Technical Support Engineer (Customer Service, Rail Industry)

Job Title: Technical Support

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.

Siemens is proud to be an eight-time award winner of Canada’s Top 100 Employers, Canada’s Greenest Employers 2022, Canada’s Top Employers for Young People 2022, and Greater Toronto's Top Employers 2022.

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 inquiries, involving Mechanical Department concerns. Drive increased productivity and quality through strong know-how, experience, successful collaboration, and innovative thinking.

Responsibilities / Accountabilities

• 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.
• Bachelor's degree in Electrical or Mechanical Engineering or equivalent professional experience.
• More than 3 years of experience in an industrial, maintenance, or commissioning environment, preferably in the rolling stock industry.
• Willingness to do shift work (AM, PM, and weekends).
• Remote technical support or customer service experience will be considered a plus.
• 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.).
• Ability to work, lead, and give guidance under pressure (stress management).
• Knowledge of maintenance/troubleshooting processes, practices, concepts, and documentation.
• Knowledge of continuous improvement techniques and principles.
• Experience in report generation, presentations, email communications, and working with spreadsheets.
• Analytical skills, good observation, and logical thinking.
• Ability to work autonomously.