We have an exciting opportunity available for a Technical Support Team Leader to join us in the Customer Services team supporting the Rail Infrastructure business in Chippenham. As Technical Support Team Leader you will be leading a team of technical engineers within a customer facing environment, reporting to the Operations Manager. Siemens technical support team provide a support capability to our customers in all aspects of railway technology, including Signaling, Telecoms, Electrification, Track infrastructure and Onboard Rolling stock Rail systems, using remote monitoring and diagnostic facilities. This is your role. What part will you play? Lead and mentor a small team of support engineers, act as the primary contact for the escalation of any technical issues Work with the Service Delivery Manager and Contracts Manager ensuring that the Service Level Agreement (SLA) meets the business needs of each customer Ownership of support in a multi-client, multi contract, multi product environment Enforcement of procedures and best practices whilst making pro-active recommendations to improve service delivery and systems reliability Be responsible for solution finding and co-ordination in response to customer technical issues Operational overview of support activity including recurrent tasks (reporting etc.) Discuss any new requirements and assist Service Delivery and Account Managers with proposals for new systems and solutions Produce and comment on feasibility studies for system enhancements or improvements in collaboration with our central engineering and project teams Produce assessments of suitability of engineering solutions and provide recommendations both internal and external as to the optimum solution Ownership and Audit of support policy and procedures What do you need to qualify for this job? Appreciation of ITIL (Information Technology Infrastructure Library) Service Management Disciplines, i.e., Incident, Problem and Change Request Management Hands-on technical team leadership or willingness to progress into a Team Leader role Appreciation of engineering safety management and its application within the railway or other similar safety critical environments Experience of personal responsibility for providing professional engineering support to projects and maintenance organisations Good communication skills with ability to represent customer interests with both internal and external parties Highly motivated, with a real passion for personal development and ability to act on own initiative HNC in a relevant Engineering discipline or equivalent (would be an advantage) IRSE License – Support will be given to attain if not held (would be an advantage) Working Hours Siemens support is provided to some customers on a 24/7 basis. Your primary hours will be Monday to Friday during office hours but some availability outside of these hours will be required on occasion. Flexible working will also be considered. About us We’re Siemens. A collection of over 377,000 great minds who are all making the future and you could be one of them! We have offices across the UK, full of talented individual’s helping us to challenge the today and work towards a brighter tomorrow. We are looking forward to receiving your online application. Please ensure you complete all areas of the application form to the best of your ability to help us review your suitability for the role. We will be in contact as soon as possible with an update on your application. What else do you need to know Our compensation package includes a competitive salary, holiday allowance and pension. We celebrate the fact that our employees are individuals and have different wants and needs. With this in mind, we have a flexible benefits scheme where you can tailor your benefits package to suit you. If we all thought the same, we would never think of anything new! That’s why we recruit great minds from all walks of life. We recognise that building a diverse workforce is essential to the success of our business, therefore we encourage applications from a diverse talent pool. We are proud to announce that we have partnered with VERCIDA, the UK's largest diversity and inclusion focused careers site where all our vacancies are in an accessible format. We welcome the opportunity to discuss flexibility requirements with our applicants to encourage agile working and innovation. #LI-MB1 Organization: Siemens Mobility Company: Siemens Mobility Limited Experience Level: not defined Full / Part time: Either