Technical Support Specialist, Customer Service

Description

• Developing a working relationship with the customer as an employee and representative of Siemens Mobility.
• Monitoring fleet performance and providing equipment surveillance support for Siemens' locomotives and coaches utilizing fleet monitoring suite applications.
• Supporting efforts to drive reliability and continuous improvement to minimize downtime and costs.
• Solve the world’s most significant problems – Be part of exciting and innovative projects.
• Serving as a resource to access data in the customer's CMMS and distributing data on a scheduled and ad hoc basis.
• Le poste exige une interaction avec des clients et des fournisseurs anglophones et/ou francophones au Canada et/ou à l'étranger.
• Communicating with the customer about any equipment needing immediate attention.
• Preparing any necessary information for daily/weekly meetings with the customer, such as reports, downloads, fleet monitoring data, statements, etc.
• Participate in our celebrations, social events and offsite business events.
• Ensuring proper communication between the customer and the field services team.
• Providing feedback to the team regarding performance, quality, and productivity issues.
• 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.
• 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.
• 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.
• Preparing and participating in shift pass-downs/job briefs/handovers with the Technical Advisor.

Requirements

• Good knowledge of Microsoft suite applications (Office, PowerApps, PowerBI, etc.).
• Remote technical support or customer service experience will be considered a plus.
• Analytical skills, good observation, and logical thinking.
• 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.
• Ability to read and understand electrical schematics and mechanical drawings, including 3D drawings.
• Ability to work, lead, and give guidance under pressure (stress management).
• The role requires interaction with English and/or French speaking customers and suppliers across Canada and/or abroad.
• Experience in report generation, presentations, email communications, and working with spreadsheets.
• The role requires regular interaction with Siemens colleagues based in Quebec, Ontario, nationally and internationally.
• Willingness to do shift work (AM, PM, and weekends).
• Knowledge of maintenance/troubleshooting processes, practices, concepts, and documentation.
• User knowledge of monitoring tools and CMMS software.
• Knowledge of continuous improvement techniques and principles.
• Very good knowledge of French and English, both written and spoken, with excellent communication skills in both languages.
• Ability to work autonomously.

Benefits

• Engaging, challenging, and fast evolving, cutting edge technological environment.
• Profit sharing available.
• Freedom and a healthy work- life balance– Embrace our flexible work environment with flex hours, telecommuting and digital workspaces.
• Employee perks and discounts.
• Competitive total rewards package.
• Rewarding vacation entitlement with the opportunity to buy and sell your vacation depending on your lifestyle.
• Opportunities to advance your career and mentorship programs on a local and global scale.
• Opportunities to contribute your innovative ideas and get paid for them!

Training + Development

Interview process

Visa Sponsorship

Security clearance