Fleet Support Engineer

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Date: 17-Jan-2023

Location: New Castle, DE, US

Company: Alstom

Req ID:403698 

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. 

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. 


The fourth and last role of the Help Desk is to remotely assist Amtrak staff for the execution of the maintenance operations (preventive and corrective), during shifts not covered by the dedicated team of on-site support Engineers. This remote support may call cutting-edge technology such as augmented-reality glasses!


Because knowing perfectly how the rolling stock works is key to provide high quality and accurate support, the Fleet Support Engineers may start with several weeks/months with a “hands on” experience on the trains during the validation period preceding revenue the revenue service. This “induction” phase may lead to spend significant time on business travel, especially in the Alstom facility of Hornell, NY, in the test site of Pueblo, CO, and on the NEC (North East Corridor) between Washington, DC and Boston, MA where the first trains prototypes will complete their type tests.

During this period, the Fleet Support Engineers may have an active role for the validations, immersed in the Rolling Stock team, as “Train Control & Monitoring System (TCMS) key user”.



The Help Desk Operators report hierarchically to the Maintenance Project Engineering Manager, and functionally to the Maintenance Fleet Planner.


Network & Links (main ones)

Internal : Troubleshooters, Services and Rolling Stock Engineering teams, Maintenance Planner.

External : Control Room, possibly drivers.


Educational Requirements

Engineering degree, in electrical or mechanical fields (ideally both).

Professional Engineer (PE) qualification not required.


Technical Knowledge / Experience

Minimum 2 years in Railways environment, ideally in systems integration or maintenance.

Minimum overall understanding of train functions is mandatory (any kind of rolling stock: LRV, metro, regional, mainline…)

experience of Train Systems and/or Train Control.


Behavioral and Technical Skills / Competencies

• Autonomous

• Good communication abilities and transparency

• Able to say 'no' and manage pressure situations.

• Able to make decisions considering rules and using common sense.

• Open to learn from others.

• Languages: fluent English compulsory / appreciated: French


Job Location / Time / Mobility Requirements

The job is initially based in New Castle, DE.

Eventually Alstom Fleet Support Engineers may be hosted in Amtrak’s CNOC (Consolidated National Operations Center) located in Wilmington, DE.  

Current organization is based on 3 shifts for 24/7 support.

Short business trips to other Alstom’s sites may be required, especially for training during the first months.

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. 


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