Helpline Engineer

PURPOSE OF THE JOB

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

Responsibilities

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.