Fleet Support Engineer 3

The job of “Fleet Support Engineers” also called “Help Desk Operators” consists in providing technical support to both the Operator (Control Room, possibly directly drivers) and Alstom teams, analyzing data coming from the smart system (on-board, trackside) and from the Operator. For this they can rely on Alstom’s most advanced tools, especially TrainTracer™ and HealthHub™ suite enabling not only trains remote monitoring but also predictive maintenance and prognosis for the highest service performances.

We can summarize their mission by four key roles:

The first role of Fleet Support Engineers is to analyze real time information available from the remote monitoring systems, especially Alstom Health Hub™, providing to the whole transport organization an accurate view of the current condition of the rolling stock and infrastructure equipment for the best Availability of the whole system.

• This real time monitoring enables immediate efficient advice to the Control Room in contact with the drivers (possibly directly to the drivers themselves) in case of system fault occurring during service, combining equipment status with technical knowledge to ensure minimum perturbation of the service.
• Remote monitoring also enables the early detection of necessary maintenance (preventive or corrective) before it becomes visible in service, allowing maximum system availability for minimum maintenance (notion of predictive and CBM: condition-based maintenance). Based on dashboards and rules generating alerts (defined from Alstom return-of-experience worldwide and/or customized) Help Desk operators can extract from “big data” the key information and create notifications destined to the maintenance teams, for intervention at the best time.

Their second role, also real time, is to analyze, filter and dispatch the failure notifications generated by the Operator (Control Room):

• Confirm necessity of Alstom intervention or reject failure notifications,
• Complete notifications with all additional data available (e.g. associated faults codes, relevant maintenance history, etc.) providing as many inputs as possible to the troubleshooters to make their intervention fast and conclusive,
• Support the maintenance planner to allocate estimated intervention time.

The third role of the Help Desk is to support the Alstom teams in improving/sustaining Reliability performance of the Rolling Stock, doing background analysis of all data collected: received via various remote systems or collected “manually” by the maintainers on the different equipment. The purpose of this is:

• Explaining spot failures,
• Looking for recurrent failures, supporting the Warranty Manager and Engineering Manager to continuously improve the Reliability performance,

• Assessing the efficiency of corrective actions related to recurrent issues, monitoring their effect especially for system Reliability.