Service Response Engineer

Req ID: 480662

Location: Birmingham City Centre

Appointment Basis: Permanent

Apply by: 31st March

Salary + Benefits: £58,639.63  

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, 80,000 colleagues lead the way to greener and smarter mobility worldwide, connecting cities as we reduce carbon and replace cars.

Alstom is the UK & Ireland’s leading supplier of new trains and train services, and a leading signalling and rail infrastructure provider. Alstom have built, or are building, just under 40% of the UK mainline train fleet; as well as the entire fleets in service with London Underground and Dublin Luas. We provide the widest range of smart solutions in the rail market, from innovative high-speed rolling stock, metros and trams to maintenance, modernisation, infrastructure and signalling.

Your future role

Ensure the safe, reliable, clean, and comfortable delivery of trains into service. Identify and mitigate potential risks to prevent service disruptions. Respond swiftly to in-service incidents, managing recovery effectively to minimise disruption and protect the Customer’s timetable.

We’ll look to you for:

• Ensure that any day-to-day issues on the fleet that could affect safety are dealt with effectively and in accordance with the Safety Case, Train Operating Company’s (TOC) Operational Procedures, and Railway Group Standards.
• Coordinate the efficient use of the team of Service Engineers resulting in optimum network coverage and responsiveness to emergent situations.
• Maintain close liaison with TOC Control Operations staff and support their role responsibilities in maintaining a service and, in the event of an incident occurring, provide technical advice and support.
• Interface with the company’s, and third party’s software, & support tools to:
• Maintain and manage the Train Management System (TMS) - (SAP GSI).
• Monitor fleet condition alerts and log and manage alerts to train reliability (Orbita) (GOTCHA).
• Monitor TRUST to be aware of any delays or cancellations that have occurred with, or without communicated notice to the SRE, collate and input this information into the TMS so that it can be effectively investigated at the Failure Review Board (FRB) and the necessary actions and containment requested.
• Attend the FRB to support the Reliability Team in their responsibilities in improving the reliability of the fleet.
• Provide reports to Alstom (AT) functions, and TOC roles as required
• Liaise with Maintenance Depots & Outstations to coordinate overnight work and ensure that all Safety Critical work is complete, or mitigated within the scope of AT documented procedures, and ensure that service is delivered in a safe and serviceable state for operation.
• Provide planning support to the Service Delivery Manager (SDM), and other planning roles, by arranging for sets to arrive at required Maintenance Locations to receive planned maintenance when planned and raise awareness where the planning request cannot be met.

All about you

We value passion and attitude over experience. That’s why we don’t expect you to have every single skill. Instead, we’ve listed some that we think will help you succeed and grow in this role: 

• Apprentice Trained, HNC/ONC, or Equivalent Experience.
• A proven competence in Technical and Operational Management, interpersonal and negotiating skills with experience in a ‘control office’ position.
• Training in mechanical / electrical engineering and supervisory experience at depot level.
• Technical knowledge of traction and rolling stock operated by the customer’s Voyager Fleets (or similar fleet) is essential.
• An understanding of business/customer requirements.
• Knowledge of the requirements contained in the rule book and Arriva Trains Operational Procedures.
• Knowledge and experience of Computer Systems required, SAP GSI, WebGEMINI, TRUST, ORBITA, etc.
• A competent communicator with strong Interpersonal Skills.
• Ability to use initiative, whilst applying and maintaining documented rules within Conflict Management.

Things you’ll enjoy

Join us on a life-long transformative journey – the rail industry is here to stay, so you can grow and develop new skills and experiences throughout your career.

You’ll also:

• Enjoy stability, challenges and a long-term career free from boring daily routines
• Collaborate with transverse teams and helpful colleagues
• Contribute to innovative projects
• Steer your career in whatever direction you choose across functions and countries
• Benefit from our investment in your development, through award-winning learning
• Benefit from a fair and dynamic reward package that recognises your performance and potential, plus comprehensive and competitive social coverage (life, medical, pension) 

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!

What we offer

We offer a highly competitive remuneration package, 25 days annual leave, plus bank holidays, with the opportunity to buy or sell holiday. Contributed healthcare, life assurance, an excellent company-contributed pension scheme, and a wide range of flexible benefits that you can tailor to suit your lifestyle.

Alstom is the leading company in the mobility sector, solving the most interesting challenges for tomorrow’s mobility. That’s why we value inquisitive and innovative people who are passionate about working together to reinvent mobility, making it smarter and more sustainable. Day after day, we are building an agile, inclusive, and responsible culture, where a diverse group of people are offered opportunities to learn, grow and advance in their careers, with options across functions and geographic locations. Are you ready to join a truly international community of great people on a challenging journey with a tangible impact and purpose?

Equal opportunity statement:

Alstom is an equal opportunity employer committed to creating an inclusive working environment where all our employees are encouraged to reach their full potential, and individual differences are valued and respected.  All qualified applicants are considered for employment without regard to race, colour, religion, gender, sexual orientation, gender identity, age, national origin, disability status, or any other characteristic protected by local law. 

As a 'Disability Confident' employer, we will interview all disabled job applicants who match the essential criteria of the job description or specification. We will consider flexible working requests for all roles unless operational requirements prevent otherwise.