Job Description
Key missions of the position:
Field Technical Support Engineer nominated to ICF Technical command centre is accountable to handle technical support requests (Phone, email, verbal requests) by sharing necessary information and advising actions to be taken with clarity and precision with minimal time and within overall objective to reduce online detention of trains and Customer excellence
He/she reports to the Regional Manager Services (IR) and Executes the work with the direct support of the Field Service team at User Railway and Cross functional team at Hosur if necessary
He/she works within the guidelines, policies and mission of the organization and will be responsible for his/her roles and responsibilities as assigned
Main Responsibilities
- Analyse support request and work in collaboration with other train systems (propulsion, TCMS etc) support team at command centre
- Log/record the support requests with details of information shared and actions advised
- Followup on the actions advised and status of the issue
- Providing status update to the key stakeholders at Command Centre and Wabtec management
- Initiating, recording, managing and resolving issues and escalating when needed to the Senior Management, as requested
- Participate in customer meetings
- Improve Customer response time
- Maintaining and updating technical documents required to support requests
- Ensure feedback of field experience at all stages to improve reliability of the products
- Challenge Customer's claim and establish authenticity of customer warranty claim
- Responsible of EHS (Environment, Health and Safety) organization & deployment
- Participate actively in QRQC (Quick Response Quality Control) process & Failure Reporting Analysis & Corrective Action System (FRACAS)
- Periodic reporting of the open points of Customer and follow ups till the action is closed
Education/Training
- Should have good academic background in mechanical or electrical/electronics. Qualification should be Degree in Engineering.
Professional Experience
- Should have a minimum experience of 5 years of working as Field Service engineer
- Excellent collaboration, Promote team work, commitment, cooperation and delegation.
- Ability to lead problem-solving and make timely decisions based on facts, circumstances, and needs.
- Lead by example, manage and resolve conflict
- IT literate and fully conversant with all Microsoft Office applications
Key Competences
- Should have very good communication skills in English and Hindi/Regional language
- Strong analytical skills, Flexible attitude to work in a changing environment, Presentation skills,
- Should have excellent technical understanding of electrical and pneumatic products/ circuits. Relevant rolling stock experience is preferable
- Work constructively under pressure in a complex and dynamic environment
Travel
- Ready to travel 10% of the time
Additional Information
What could you accomplish in a place that puts People First
At Wabtec, it's not just about a job - it's about the impact you make. When our people come together, we're Expanding the Possible by continuously improving what we do and how we do it - for our clients and each other.
If you're ready to revolutionize how the world moves for future generations, Wabtec is the place for you.
Who are we
Wabtec is a leading global provider of equipment, systems, digital solutions, and value-added services for the freight and transit rail sectors. Drawing on more than 150 years of experience, we are leading the way in safety, efficiency, reliability, innovation, and productivity. Whether it's freight, transit, ports, logistics, mining, industrial, or marine, our expertise, technologies, and people together are accelerating the future of transportation. With roots that date back to George Westinghouse, Thomas Edison, and Louis Faiveley, Wabtec has always built technologies and implemented solutions for a variety of sectors that are critical to meeting the needs of customers and governments alike.
Our global team of about 30,000 employees worldwide delivers performance that moves the world forward. We're lifelong learners, obsessed with better. Learn more at www.WabtecCorp.com.
Culture powers us and the possibilities.
We believe the best ideas come from a mix of experiences and backgrounds. At Wabtec, we strive every day to create a place where everyone belongs. We're building a culture where leadership, inclusion and your unique perspective fuel progress.
We're proud to be an Equal Opportunity Employer. We welcome talent of all backgrounds, experiences, and identities, including race, gender, age, disability, veteran status and more.
Need accommodation Just let us know - we've got you.
