Service and Support Engineer

Job description

At Siemens Mobility, we empower transport providers worldwide to realize sustainable mobility solutions. As a leading technology company, we combine the real and digital worlds like no other in rail. In an open ecosystem, we bring together rolling stock, rail infrastructure, customer service, and software to enable sustainable, comfortable and cost-effective rail traffic today.

Revolutionise rail travel with Siemens Mobility.

We currently have a fantastic opportunity for a Service and Support Engineer to join our Customer Service team at Siemens Mobility based in North Ryde, NSW office. The Service and Support Engineer will be across the entire Support contracts life cycle from implementation and maintenance to supporting, Root Cause Analysis to ensure contract KPIs are met.

Areas of Responsibility:

• Completes technical-oriented service tasks to directly perform customer support activities, ensuring customer service operation levels are maintained.
• Able to support on call 24 x7 roster for afterhours customer support.
• Deploys detailed knowledge and expertise to ensure that the customer service operational levels are maintained.
• Supports customer remotely and onsite and provides 2nd level user support in case of arising issues.
• When required escalate and interact with 3rd level support teams and sub-contractors to ensure service delivery timeframes and KPI’s are met.
• Demonstrated ability to analyse and resolve problems under pressure.
• Demonstrated ability to interact with customers in a professional manner.
• Perform periodic preventative maintenance and audit activities on customer sites.
• Contributes to or conducts the maintenance and improvement of internal tools, equipment, processes, and data repositories.
• Documents process, procedures, and issue analysis (RCA) in a professional manner.
• Maintains a close interaction with various management functions including customers.
• Interact with sub-contractors for back-to-back support and monitors deliveries.
• Support the sales team as an engineering representative in the pre-sales phase for customer service offerings.

Shape the future of mobility with your qualifications and skills.

• Degree/Equivalent in Electrical, Control System, Mechatronics, Software and / or communication Engineering. Degree/Equivalent in Information Technology Systems
• Experience in a similar role providing technical support preferably with experience in train control systems, signalling, networking and field equipment on Rail Systems.
• Experience in the failure attribution analysis process and FRACAS
• Exposure to supporting Linux based embedded systems would be an advantage
• Experience working on the networking including server, workstations, switches, and firewalls.

Why you’ll love working for Siemens Mobility

We live and foster an ownership culture in which every employee takes personal responsibility for our Company's success. We invest in our team members, offering a wide variety of development opportunities. Below some of the other benefits we offer to our employees:

• Flexible working arrangements
• National & International opportunities
• Positive, inclusive and relaxed working environment
• Industry leading parental leave package
• Novated leasing available
• Employee discount program
• Siemens Share Options

Join a team dedicated to transforming the everyday for a more sustainable future.

Siemens prides itself on its diverse workforce.

Siemens has been recognised as ahead of its time for many reasons, and our progressive policies is one of them. We encourage applications that reflect the diversity of the communities within which we work, and we actively promote this through the recruitment of those who identify as Indigenous or Aboriginal/Torres Strait Islander.

We are a proud equal opportunity employer, where we continue to push for a work environment of diversity and inclusion, we also believe that differences in personalities, thoughts and ideas are important, and that is why we know diversity and inclusion is very important in helping realise the potential of our people. As part of our Ownership culture, Siemens supports reasonable flexible working practices that empower our employees to best meet work and personal commitments.