Helpline Engineer

• The Services Trouble Shooter is responsible for providing technical and fault finding
• expertise at the maintenance, warranty facility and Infrastructure network to support the
• service delivery, availability and reliability of the fleet(s) and network equipment
• Organization Structure
• See standard site and project organization chart
• Organizational Reporting
• Direct report line to Production Manager
• Team (*depends on scope)
• People (*) : 0 direct report 1 to 10 direct reports 11 to 50 direct reports
• Network and links

External: Internal:

• Customer representatives Senior Production Managers, Production
• Managers, Test
• Members, Fleet Control

MAIN RESPONSABILITIES

Troubleshooting

• Being part of, and providing technical support to the autonomous teams in the way of fault finding expertise and assistance with train repair activities
• Providing technical support as required to Infrastructure maintenance
• Collate data from system event downloads and depot reports for all service failures
• Analyse corresponding data with the objective of determining the failure mode and compiling a test/rectification report
• Collate and analyse data from system event downloads to identify any minor failures that require corrective maintenance
• Collate fault data and position into appropriate shared drive facility
• Accompany test runs when required
• Attend breakdowns or support intervention at other site(s) to provide technical assistance

Reporting

• Identify failure modes that are Infrastructure based and inform Fleet Control and review their progress on the repairs
• Collate and analyse data from system event downloads to identify any failure trends / anomalies and inform Engineering / Reliability Teams of possible improvements
• Liaise with Safety Team and provide detailed reports of system performance when requested
• Liaise with Fleet Engineers and provide technical assistance where required
• Liaise with Engineering groups and assist in their investigation/reliability studies

Planning

• Assist in the pre work planning of all shifts working closely with the Production
• Manager in order to produce an accurate Planning War Board, by providing detailed
• information of planned work (times, number of man etc) to be carried out by all Troubleshooters

Training

• Support development of the skills knowledge transfer and training within autonomous teams

EHS

• Understand and abide to safety notices, rules and regulations and follow safe working practices compliant with local standards
• Comply with all EHS protection and AZDP measures

Key Performance Indicators

• 'Ability to accurately trouble shoot, diagnose technical faults and effect repairs within the agreed allocated times
• Accurate reporting of issues identified and corrective actions
• Proactive escalation of technical issues and resolution support with Engineering Teams

Educational Requirements:-

• An Engineering qualification such as Higher National Certificate (or equivalent) in Electrical / Electronic Engineering

Desired Knowledge / Experience

• Practical experience and a sound knowledge of Rolling Stock sub-systems and
• Infrastructure equipment as required
• Technical experience and expertise in fault finding and implementing repairs
• Competent is use of diagnostic tools and software
• Languages : Country language

Behavioural Competencies

• Team Player
• Spirit of Team Trust Action
• Escalates arising issues in a timely manner, communicates progress of operations
• Logical and organized
• Willing to share suggestions for improvement
• Good verbal and written communications skills
• IT skills competent user of a Personal Computer, including office packages, e-mail and intranet
• You dont need to be a train enthusiast to thrive with us
• We guarantee that when you step onto one of our trains with your friends or family, youll be proud
• If youre up for the challenge, wed love to hear from you!

Important to note

• As a global business, were an equal-opportunity employer that celebrates diversity across the 63 countries we operate in
• Were committed to creating an inclusive workplace for everyone