Technical Support Specialist - Mobility Customer Service

at Siemens in Wilmington, Delaware, United States

Job Description

Job Family: Customer Services

Req ID: 343425

Siemens Mobility Customer Services is responsible for maintaining trainsets
across North America. We have supported our locomotives and passenger coaches
over more than 20 years long contracts. Continuous improvement of our
best-in-class maintenance services is close to our heart. Our products are
innovative and enable cost-effective operations while reducing environmental
impact and conserving resources.

We’re hiring a Technical
Support Specialist position in Wilmington, Delaware, to capture remote data from
our fleet to predict maintenance routines for our customers. This role entails
direct support in fleet monitoring and maintenance planning for the Siemens
Locomotives and duties to support our business. The Technical Support
Specialist also provides technical guidance to our reliability and service
managers’ contractual depots and administrative services. This position
requires on-site attendance and works in a 24/7/365 work rotation.

What your day-to-day will look like:

+ Monitoring and equipment surveillance support for Siemens’locomotives at the Amtrak Mechanical Desk in Wilmington, DE.

+ Support for driving reliability and continuousimprovement to minimize downtime and costs.

+ Collaborate with Product Managers, Software Engineers,and Field Service Technicians to monitor and improve maintenancepractices.

+ Ability to work in a 24/7 shift pattern to providereal-time support to end-users.

+ Measure and track performance against agreed-uponreliability targets.

+ Support Failure Investigations and the completion ofRoot Cause Analysis reports.

+ Regular review and update maintenance practices,impacting documentation and troubleshooting procedures.

+ Support the development of a Continuous ImprovementProgram.

+ Resolves product or service problems by clarifying theCustomer’s problems, figuring out cause of the problem, selecting andexplaining the best solution to tackle the problem, expediting correctionor adjustment, and following up to ensure resolution.

+ Generate Work Orders for locomotives using Amtrak’sWork Management System.

+ Use Siemens’ Railigent® to monitor fleet performanceand failures and disseminate findings to team personnel and the Customer.

Required Knowledge/Skills, Education, and Experience:

+ Associate Degree in a technical field or provenpractical maintenance and operational experience. (Railway experiencepreferred).

+ Ability to solve practical problems, exerciseinitiative, and deal with various changing situations.

+ Must be computer literate and know computerizedmaintenance management systems – MS Excel, Power BI, Tableau preferred.

+ Must demonstrate core proficiencies of effectivecommunications, listening, and strong organizational skills.

+ Ability to read and understand equipment blueprints andmaintenance/operation manuals.

+ Must quickly and efficiently learn project-specificsoftware programs and online tools.

Preferred Knowledge/Skills, Education, and Experience:

+ Background or formal training in Quality tools, e.g.,six sigma, Cause mapping, 5s.

+ Ability to analyze data and prepare reports usinganalytics and business intelligence platforms like Tableau, MicrosoftPower BI, TIBCO Spotfire, or similar.

+ Experience with basic Excel/VBA/SQL programming, withexperience applying script logic to extract, analyze, or process data.

Why you’ll love workingfor Siemens!

+ Freedom and healthy work-life balance- Health, Dental,and Vision Insurance, HSA/FSA, Commuter Benefits – starting Day 1!

+ Engaging, challenging, and fast-evolving, pioneeringtechnological environment.

+ Competitive total rewards package.

+ Please contribute to our social responsibilityinitiatives focused on access to education, access to technology,sustaining communities, and making a positive impact on the community.

+ Opportunities to contribute your innovative ideas andget paid for them! Please take advantage of our Tuition Reimbursementprogram, Mentor Programs, and your development through online learning.

+ Employee perks and discounts in addition to our 401kmatch and generous Paid Time Off

+ Diversity and inclusivity focused – Just named onthe Forbes 2022 Best Employers for Diversity list!

While we appreciate all
applications we receive, we advise that only candidates under consideration
will be contacted.


Organization: Siemens Mobility

Company: Siemens Mobility, Inc

Experience Level: Early Professional

Full / Part time: Full-time

Equal Employment Opportunity Statement

Siemens is an Equal Opportunity and Affirmative Action Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to their race, color, creed, religion, national origin, citizenship status, ancestry, sex, age, physical or mental disability unrelated to ability, marital status, family responsibilities, pregnancy, genetic information, sexual orientation, gender expression, gender identity, transgender, sex stereotyping, order of protection status, protected veteran or military status, or an unfavorable discharge from military service, and other categories protected by federal, state or local law.

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Job Posting: JC228568219

Posted On: Nov 14, 2022

Updated On: Jan 03, 2023

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