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.
- 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)
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.
oTrained in AutoCAD and 3-D modeling software (SolidWorks is preferred).
oKnowledge of elementary welding, fabrication, and manufacturing processes.
oAbility to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or government regulations.
oAbility to effectively present information and respond to questions from management, customers, and the general public.
oAbility to respond to common inquiries or complaints from customers and members of the business community.
oAbility to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.
oAbility to apply mathematical operations to such tasks as frequency distribution, determination of test reliability and validity, analysis of variance, correlation techniques, sampling theory, and factor analysis.
oAbility to define problems, collect data, establish facts, draw valid conclusions, and provide recommended course of action.
PHYSICAL JOB REQUIREMENTS
(The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.)
Work is normally performed in a general office environment with moderate noise level. While performing the duties of this job, the employee is regularly required to talk, hear, and sit (remain stationary within work area) and use hands to finger, handle, feel and reach. The employee is occasionally required to move about (stand, walk) and climb, balance, stoop, kneel, crouch, or crawl. Correctable vision required to allow for close, distance, color, peripheral, and depth perception capabilities and the ability to focus (ability to adjust the eye to bring an object into sharp focus). The employee must occasionally lift and/or transport up to 10 pounds in the office.
Travel is frequently required to Company locations, railroad service yards, and vendors. These locations are often situated in industrial areas that will require the use of personal protective equipment, a safety briefing, and awareness of surroundings at all times. These industrial areas may have a high volume of railroad traffic and require being ambulatory with correctable hearing and visual capabilities which includes close, distance, color, peripheral, depth perception and the ability to adjust focus (ability to adjust the eye to bring an object into sharp focus). These industrial areas can be loud, near moving mechanical parts, in high precarious places, with vibration, and exposure to outdoor weather conditions. Must be able to climb under and onto railcars. The employee must occasionally lift and/or transport up to 50 pounds.
The above job description is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities or requirements.