Helpline Engineer

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Date: 18-Jan-2023

Location: Ghaziabad, UP, IN

Company: Alstom

Req ID:401480 

Leading societies to a low carbon future, Alstom develops and markets mobility solutions that provide the sustainable foundations for the future of transportation. Our product portfolio ranges from high-speed trains, metros, monorail, and trams to integrated systems, customised services, infrastructure, signalling and digital mobility solutions. Joining us means joining a caring, responsible, and innovative company where more than 70,000 people lead the way to greener and smarter mobility, worldwide 

Job Title (Job Code): Helpline Engineer (IN-PI-05_001 for Tier 1; IN-PI-05_002 for Tier 2; IN-PI-05_003 for Tier 3)

PURPOSE OF THE JOB: Provides field engineering leadership, assist and support to Helpline & PI team for investigation, troubleshooting and resolution of technical/quality issues reported from customer.



Organization structure (job belongs to…)

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


Reports directly to:

Fleet Manager


Other reporting to:

Project PI Manager within project organization


Direct reports:





  • Fleet Manager
  • Maintenance Manager
  • PI Manager, Helpline, PRT and Depot PI team
  • Engineering
  • RAMS


  • Customer

Key accountabilities:

The Helpline Engineer is responsible to perform the following : -

  • Manage Helpline calls and its workload
  • Manage mainline issue and put maximum effort to avoid SAFs in mainline
  • Ensure Fast resolution of all failures within time defined as per contractual requirements.
  • Ensure contribution to fleet availability according to contractual commitments
  • Ensure contribution to Reliability Growth and Return of Experience
  • Diagnoses cause of malfunction/failure of operational equipment and recommends preventative and corrective actions
  • Define troubleshooting methodology.
  • Provides technical guidance and supports technicians in troubleshooting and repairs
  • Provides feedback on technical documentation deficiencies.
  • Ensure management of data w.r.t landed calls and mainline issues
  • Coordinate with DCC/OCC for for necessory support during mainline failure resolution.
  • Work closely with Training School team for incorporating REX and other field updates and sync with Training modules.

Performance measurements:

  • Achievement of contractual reliability (milestone) targets
  • Achievement of contractual availability (milestone) targets
  • Containment and solution of K1S/K2/K3 issues on time (Considering K1S – safety relevant issue, K2 – issue causing major passenger service disruption, K3 – issue having impact on service availability and product reliability)
  • Customer & Maintainer satisfaction with respect to WI scope
  • Completeness and Quality of failure/event diagnosis/data and relevant documentation
  • Reliability improvement after FM implementation
  • Achievement of configuration updates
  • Achievement of REX implementation
  • Audit results (internal and external)
  • Compliance with EHS rules and work-related processes


Qualifications & Skills:



  • B Tech in Electrical/Electronics or equivalent



  • Mandatory:

  • 7-8 years of technical experience,  Electrical or Electronic engineering
  • Railway safety & RAM
  • EHS knowledge/exposure
  • Product knowledge
  • Data analytics.
  • Desirable: 
  • General Railway knowledge
  • Field Experience
  • Problem Solving skills
  • DFQ, Quality and Audit skills
  • Customer contact

Competencies & Skills:

  • T&C Management
  • Configuration & Change management 
  • Services -Troubleshooting
  • RAMS Method
  • Enivironment, Health & Safety
  • Engineering Knowledge
  • Problem solving
  • Digital analytic tool
  • Agile
  • Inclusive
  • Responsible

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. 





Job Type:​Experienced​

Job Segment: Change Management, Management