Customer Communications Specialist

Req ID : 500656

At Alstom, we understand transport networks and what moves people. From high-speed trains, metros, monorails, and trams, to turnkey systems, services, infrastructure, signalling and digital mobility, we offer our diverse customers the broadest portfolio in the industry. Every day, more than 80 000 colleagues lead the way to greener and smarter mobility worldwide, connecting cities as we reduce carbon and replace cars.

The Customer Communications Specialist (CCS) is responsible for the real time communication of system operations information, primarily during Air Train Irregular Operations. Information such as train direction, delay time thresholds, and alternate transportation options will be relayed via phone, radio and intercom systems. Receiving this information will be the traveling public, Customer Care Representatives, airport operations staff, Port Authority management, Police, Fire, Rescue personal and Alstom staff.

Main Responsibilities include :

Passenger / CCS Communications - Initiates communication to the traveling public during Irregular Operations in a near real time manner. Using the information that is presented on the Central Control screens as well as listening to the on-going recovery operations managed by the Duty Foreman, the CCS will ensure that all affected parties remain informed with real time information providing them with information that can be used to support their travel needs. This information will be relayed to passengers both on trains as well as waiting at affected stations.

Documentation Administration -

Supports various non-technical jobs including asset review at the various Switch Operating Platforms, APM rooms and company vehicles. May also be requested to review video tapes which are used to determine track integrity looking for obvious signs of damage such as broken / missing covers (Dog Houses) and signs of recent arch flash (black and / or discolored equipment). May also be used to perform initial system availability reviews using information provided by the Newark Availability Reporting Tool (NART) system.

Communication Equipment, Operational Verification -

To cover first and second shift seven days per week, there will be more than one CCSat the site most days of the week.During this redundant time, CCSs will work with each other to ensure that the communication equipment they use is operationally ready. This includes daily sound checks of the train cars, stations, and Emergency-Call systems. The CCSwill work in conjunction with existing Preventative Maintenance actions performed by Maintenance and Operations team members.

KNOWLEDGE AND EXPERIENCE

Proactive communicator

Must react to situations by instinct, can not hesitate when information is needed by the public immediately following event

Works well with maintenance and operations staff, understanding the hierarchy of the organization

Self-starter capable of anticipating customer and company needs

You don't need to be a train enthusiast to thrive with us. We guarantee that when you step onto one of our trains with your friends or family, you'll be proud. If you're up for the challenge, we'd love to hear from you!

Important to note

As a global business, we're an equal-opportunity employer that celebrates diversity across the 63 countries we operate in. We're committed to creating an inclusive workplace for everyone.

Job Type : Experienced

Nearest Major Market :

Newark

Nearest Secondary Market :

New York City

Job Segment :

Communications, Marketing