Technical Advisor – Customer Service

Siemens Mobility

Siemens Mobility is a global leader in mobility solutions, enabling safe, efficient, and sustainable transportation. Our portfolio spans rail vehicles, automation, traffic management, electrification, and data-driven services that enhance infrastructure availability, optimize performance, and improve passenger experience.

Why You'll Love Working for Siemens!

• Work on impactful, innovative projects in a dynamic and fast-evolving technological environment
• Opportunities for career growth, mentorship, and global collaboration
• Competitive total rewards package, including profit sharing
• Flexible vacation options to suit your lifestyle
• Opportunities to contribute to social responsibility initiatives and make a positive community impact
• Engaging workplace culture with social events and recognition programs
• Opportunities to share and be rewarded for innovative ideas
• Employee perks, discounts, and a strong focus on diversity and inclusion

Siemens is proud to be an eight-time award winner of Canada's Top 100 Employers, Canada's Greenest Employers 2018, Canada's Top Employers for Young People 2020, and Greater Toronto's Top Employers 2021.

What will you do?

As a member of the Performance and Technical Support team, you will fulfill the objectives of the Technical Support and Spares Supply Agreement (TSSSA) by providing technical advice to our customer's maintenance workforce. Your role will enhance the reliability of the Siemens Charger locomotive and coach fleet.

Responsibilities / Accountabilities

Responsibilities of the Technical Advisor include, but are not limited to:

Maintain Safety Compliance:

• Adhere strictly to all safety rules, laws, and regulations, fostering a safety-first culture.
• Champion safety initiatives and address safety concerns for yourself and your coworkers.
• Ensure compliance with customer safety regulations, including Blue Flag training and the use of Personal Protective Equipment (PPE).

On-site Support:

• Provide comprehensive technical advice to the customer's maintenance workforce to enhance fleet equipment reliability and availability.
• Respond promptly to service requests, offering thorough troubleshooting and repair support.

Establish and Maintain Relationships:

• Participate in regular meetings with customer maintenance facility personnel to understand and proactively address concerns.

Investigation Report and Root Cause Analysis:

• Utilize the RCA template to capture and document relevant information relating to the cause of incidents. Ensure the document is shared in the stipulated site.

Maintenance Oversight:

• Assist the customer with scheduled maintenance tasks, including CM, PM, and Overhaul.
• Ensure job plans on CMMIS are accurate, complete, and reflect the maintenance work performed on equipment in sufficient detail.
• Provide technical support for unscheduled maintenance and delays, ensuring minimal downtime for the fleet.
• Continually monitor customer maintenance practices to ensure alignment with Siemens manuals.

Emergency Response:

• Respond to emergency situations, such as equipment failures, accidents, or service disruptions, by working with the Mechanical desk and providing rapid on-site assistance.
• Coordinate with relevant stakeholders to implement contingency plans and restore service operations safely and efficiently.
• Candidates must be willing to participate in after-hours on-call support, scheduled on a rotating basis. On-call duties may include responding to urgent issues, coordinating with field teams, and ensuring continuity of service.

Technical Documentation:

• Help maintain accurate and up-to-date technical documentation, including service manuals, maintenance procedures, troubleshooting guides, and equipment specifications. This ensures relevant information is readily available to support service activities and facilitate knowledge transfer among team members.

Key Deliverables

Below is a summary of key deliverables from the Responsibilities section:

Availability to Support Clients:

• Provide support on the customer maintenance center 7 days a week, including night shifts (rotation).

Technical Support:

• Assist customer with second-level troubleshooting on the Venture Fleet.
• Offer initial recommendations for equipment problems, focusing on minimizing passenger impact and restoring service using available documentation.

Preventive Maintenance:

• Support and audit preventive maintenance activities.
• Collaborate with the material management and engineering departments.

Audit and Oversight:

• Audit PM and CM activities to ensure the health and availability of the Venture Fleet, reporting any discrepancies and training deficiencies through the proper channels.

Fleet Improvement:

• Help improve fleet engineering, design, and reliability by completing RCA incident reports for every operation and customer experience affecting events.
• Address repetitive malfunctions or potential design flaws through the Service Manager or Reliability Engineer, providing requested details to the engineering department.

Required Knowledge / Skills, Education, and Experience

• Technical diploma in Electrical Engineering Technology, or equivalent experience.
• Strong practical troubleshooting skills (electrical, mechanical, pneumatic).
• Proper technical understanding of the rolling stock industry.
• Fluent in English (verbal and written); knowledge of French is a plus.
• User knowledge of information and software systems (IBM Maximo; SAP is an asset).
• Ability to perform the job in emergency situations.
• Good knowledge of Microsoft Office suite applications.
• Ability to create strong customer relationships.
• Autonomous and willing to learn new skills.

Salary is commensurate with experience, and ranges between $65,800 CAD - 80,000 CAD, excluding bonus and benefits. In addition to base salary, this role includes eligibility for an annual discretionary bonus based on Company performance metrics.

About Us

Siemens Canada has over 110 years of engineering excellence, delivering innovative solutions in Smart Infrastructure and Digital Industries. With 2,500 employees, 24 locations across Canada, and a global network of 293,000 professionals, we drive electrification, automation, and digitalization. We are also committed to community impact, supporting over 23 non-profits and leading sustainability initiatives.

Join us and help shape the future.