Troubleshooter Manager

Req ID:432034

At Alstom, we understand transport networks and what moves people. From high-speed trains, metros, monorails, and trams, to turnkey systems, services, infrastructure, signalling and digital mobility, we offer our diverse customers the broadest portfolio in the industry. Every day, more than 80 000 colleagues lead the way to greener and smarter mobility worldwide, connecting cities as we reduce carbon and replace cars.

**Troubleshooting of Alstom products at customer site in order to ensure their availability.**

**Provide technical expertise to subcontractors, warranty support team, project team members and less experienced personnel.**

**Organization structure (job belongs to..)**

Product Introduction Management of Site, Country, Cluster, Region or Platform

**Reports directly to**:
PI Customer Site Manager

**Direct reports**:
Troubleshooters' team

**Network & Links**

**Internal**
- Customer Site PI team
- PI Support team
- RAMS team
- Project Engineering team
- Installation and Test & Commissioning team (if applicable)
- Internal Supplier representatives (Components/PU)
- Maintenance/Service team (if Alstom)

**External**
- Customer site team
- External Supplier representative

**MAIN RESPONSABILITIES**

**Key accountabilities**:

- Carry out Troubleshooting during PI period as well as Pre-warranty & Commissioning (and Validation & Certification if applicable), including investigation and repair
- Carry out Fleet check activities
- Reports & register any deviation (failure/event) in Failure Management data base including configuration data
- Support operation helpdesk
- Execute test & troubleshouting procedures to evaluate system performance and performs failure analysis on parts to be returned for repair
- Support Implementation Field Modifications (FM operator), if required
- Support specific technical investigations by Engineering or internal/external Suppliers
- Recommends preventive and corrective actions
- Instructs and directs operators in field modification and repairs if needed
- Advises PI management regarding customer satisfaction, product performance, and suggestions for product enhancements
- Ensure good information flow about interventions & operations within Troubleshooting to support shift transition, if needed
- Lead Troubleshooter team
- Conducts peer reviews of PI activities and provide technical leadership if requested
- Contribute to Return of Experience

**Performance measurements**:

- Achievement of contractual availability (milestone) targets
- Characterization of K1S/K2/K3 issues on time
- Completeness and Quality of failure/event diagnosis/data recorded in Defect Management data base
- Availability of configuration update data
- Audit results (internal and external)
- Customer satisfaction of technical expertise
- Compliance with EHS rules and work-related processes

MAIN REQUIRED COMPETENCES

Educational Requirements

Mandatory:

- Certified Technician or Undergraduate in technical area (mechanical or electrical/electronics)
- Internal EHS training

Desirable:

- Graduate in technical area (mechanical or electrical/electronics)
- English

Experience

Mandatory:

- Technical troubleshooting/investigation/testing experience (mechanical or electrical / electronic)
- EHS knowledge and exposure
- Product knowledge

Desirable:

- Railway Safety/Product liability
- Engineering knowledge
- Customer contact
- Self-government

You don’t need to be a train enthusiast to thrive with us. We guarantee that when you step onto one of our trains with your friends or family, you’ll be proud. If you’re up for the challenge, we’d love to hear from you

**Important to note**

As a global business, we’re an equal-opportunity employer that celebrates diversity across the 63 countries we operate in. We’re committed to creating an inclusive workplace for everyone.

**Job Type**:Experienced

**Job Segment**:Help Desk, Information Technology, Manager, Technical Support, Technology, Management