Air Train Agent III

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Date: 03-Aug-2022

Location: Jamaica, NY, United States

Company: Alstom

We create smart innovations to meet the mobility challenges of today and tomorrow. We design and manufacture a complete range of transportation systems, from high-speed trains to electric buses and driverless trains, as well as infrastructure, signaling and digital mobility solutions. Joining us means joining a truly global community of more than 75,000 people dedicated to solving real-world mobility challenges and achieving international projects with sustainable local impact.


Join us at Alstom, and you’ll be looking at a career-defining role based in New York.

The AirTrain Agent III is responsible for the real time communication of system operation informaton primarily during Air Train Irregular Operations.  Information such as train direction, delay time thresholds, and alternate transportation options will be relayed via phone, radio, intercom systems and visual displays.  Receiving this information will be the traveling public, employees, contractors and airport operations staff.  The AirTrain Agent III will also be responsible for SCADA operations and customer service to the public on trains and in stations and for the recovery and retrieval of failed trains. Agents are also responsible for responding to emergency situations, customer evacuation, crowd control and fare collection activities.  Provide a visual presence on the trains and in stations, so as to support customer safety.


Key responsibilities and challenges:


  • Operations – Follow all communication protocols to receive and inform the traveling public, management, employees, airport operation personnel about all events that affect revenue service.  Follow-up and follow through to ensure communications are timely, complete and accurate.  Will communicate via telephone, radio, visual displays and other communication avenues to ensure that all affected parties remain informed with real time information about revenue service.  Will communicate with emergency personnel,  to assist in the coordination of emergency activities, ambulance, fire, police to restore system to normal service.    Is responsible for the power configuration through interaction with SCADA (Supervisory Control And Data Acquisition) system for normal service, maintenance and emergencies activities. 60%


  • Administrative – Will be responsible to accurately track and report system activities in Company reporting systems, which includes electronic and manual record keepingResponsible to make timely notifications to managers, supervisors and airport operations staff about the system’s status and recovery actions.   Tracking systems include, MAXIMO, log books, computer applications and will reflect key activities, response times, trends, equipment failures, bus bridges, etc. 25%


  • Customer Service  –  Provide customer service on station platforms, includes providing travel directions and assistance to passengers that use the AirTrain system.  Coordinate and assist with emergencies in accordance with established procedures through immediate response and quick action in assisting customers to ensure their safety.  Reduce disruptions to customer service through efficient crowd control and recover and retrieval  of  failed trains.  Advise the Operation Center of any condition that affects or could affect the safe passage of trains or customers. 15%


  • Safety - Responsible to engage in Company safety programs and adhere to all safety policies and work procedures to protect self, co-workers, passengers, customers, contractors and equipment.  Safety policies, processes and procedures apply at all times without exceptions.  Reports fully and completely to management about all activities that affect safety and revenue service.


Qualifications & Functional Knowledge:

High School Diploma or Equivalent, 18 months as a certified AirTrain Agent II, Intermediate skill levels in Microsoft Office and Windows Operating Applications.  Qualifying score on PSI test.


Knowledge of the Business:

AirTrain operating procedures and rules.


Problem Solving:


Ability to recognize how an irregular event that will impact the traveling public and determine appropriate steps to resolve event safely, timely and efficiently.  Collaborate across department lines to effectively resolve events.


Interpersonal & Communication Skills:

Exhibits respect for individuals, have the ability to express ideas orally and in writing in accordance with accepted rules of grammar.  Dress, job knowledge and communications project a desirable and capable image.


Additional information and elements to consider:

Will require flexibility and willingness to work in a 24/7 shift environment, safety sensitive position that is subject to alcohol and drug tests.




We thank all applicants for their interest; however, only those under consideration will be contacted.


An agile, inclusive and responsible culture is the foundation of our company where diverse people are offered excellent opportunities to grow, learn and advance in their careers. We are committed to encouraging our employees to reach their full potential, while valuing and respecting them as individuals.


Alstom is committed to creating a diverse environment and is proud to be an equal opportunity employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, age, disability status, veteran status, or any other characteristic protected by Federal, National, or Local Laws.


Effective 29 January 2021, Alstom completed the acquisition of Bombardier Transportation. This is a Bombardier Transportation Legal Entity Position - positions at Bombardier Transportation companies are all members of the Alstom Group.