Field Service Engineer

Position: Field Service Engineer I
Job Description

Customer service focused engineering position that links the Company's Engineering Department to a variety of internal and external customers including the railroads, field maintenance operations, independent repair shop network and regulatory bodies (FRA, AAR, etc.). Works closely with customers to troubleshoot issues, provides technical guidance regarding rail car repairs and documents resolution activities in the help desk/incident management software with the goal of safely repairing and quickly returning TTX equipment to revenue service.

Interactions are primarily via email and phone, but face-to-face meetings and field inspections of rail cars/components in shops or in active rail yards is also required.

Performs basic root cause and data/trending analysis to determine the severity and scope of issues, ultimately making recommendations to other Engineering departments to drive continuous improvement in maintenance and design practices. Uses prescribed guidelines or policies to analyze and resolve problems. Contributes to small and large projects. Provides Engineering support for supplier and part approval process. Builds knowledge of the organization, processes and customers.

Has working knowledge and experience of the operation and repair of rail cars. Has basic knowledge of multiple railcar components/systems and other related disciplines within Engineering and Research.

RESPONSIBILITIES

• Receive and resolve Engineering Help Desk emails and phone calls while receiving consistent guidance and direction. (70% of Time)
oResearch requests and communicate appropriate guidance to the customer.
oDiscuss detailed technical information with a variety of people with varying backgrounds and skill levels, via email, on the telephone, and face-to-face.
oThoroughly document work activities within the help desk software for future reference and trend analysis.
oAssist in field investigations and/or lab testing of failed components to determine root cause.
oPerform data/trending analysis to determine the scope of the issue.
oUtilize engineering and technical expertise in the creation and development of basic repair procedures.
oEmploy engineering and technical expertise in the creation and development of recommendations for changes to design specifications or repair procedures.

• Contributor to small and large projects. Projects will be assigned or self-identified through experience or data/trend analysis. (10% of Time)

• Conduct field inspections of Company equipment for the purpose of identifying emerging issues or verifying trending issues, documenting the issues, and initiating corrective action with the appropriate Company departments. (5% of Time)

• Research viability and desire of TTX to purchase, inventory, and utilize component specialties and formally approve component specialties using accepted TTX internal procedures. (5% of Time)

• Participate in cross-functional teams supporting the tactical and strategic goals of the Equipment Department. (5% of Time)

• Teach pre-defined training classes to Company personnel and customers under guidance of more experienced engineers. Individual classes are to be suited to student needs. (5% of Time)

QUALIFICATIONS

• Required
oBachelor's Degree in Mechanical Engineering (or equivalent) from a 4-year university.
oLess than 3 years related experience and/or training, or equivalent combination of Mechanical Engineering education and experience.
oProficient with computer software such as Windows, Word, Excel and PowerPoint.
oAbility to multitask and work on multiple projects and tasks on a regular basis.
oAbility to write formal engineering reports, business correspondence, and procedures.
oAbility to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
oEffective oral communications skills.
oAbility to travel overnight to the field environment to support the business requirements of this position. Travel may be up to 25% of time.

• Preferred
oTrained in AutoCAD and 3-D modeling software (Solid Works is preferred).
oKnowledge of elementary welding, fabrication, and…