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Manager Trouble Ticket - EAM

MTA Metro-North Railroad

New York, NY ~ November 07, 2018

Job ID: 94404

Location: Manhattan - Midtown

Application Deadline: December 6, 2018

Metro-North Railroad reserves the right to remove this posting prior to the Application Deadline.

Grade: F

Salary: $74,992 - $88,000


MTA Metro-North Railroad is a dynamic organization, operating out of the jewel of New York City, Grand Central Terminal. We provide service to over 82 million customers annually, traveling in and out of New York and Connecticut. A subsidiary of the Metropolitan Transportation Authority, Metro-North Railroad is the busiest commuter railroad in the nation. MTA Metro-North Railroad strives to provide a safe commute, great service to its customers and rewarding opportunities to its employees.


Position Objective

Manage and record maintenance data to keep asset maintenance records complete. Lead communication efforts between the RTC and Maintenance of Way Departments to resolve infrastructure and network problems discovered by inspections or train operations.



Responsible for providing communication and assistance to the M of W personnel in Track and Structures, Stations and Facilities, Communications and Signals, Power, MofW, Materials Management, and Grand Central Terminal. Receive and distribute trouble calls for Maintenance of Way Departments. Responsible for recording detailed information in the Enterprise Asset Management Trouble Ticket System including inspection reports, operating incident reports, maintenance call outs, and observation reports.


Answer and make calls to all departments concerning Maintenance of Way Operations leading communication efforts. Coordinate all work activities and contact the appropriate Manager or Supervisor. Assist all Maintenance of Way personnel concerning emergency call-outs. Interface with the Operations Control Center, Power Supervisors, GCT Station Masters Office and Customer Communications to address and resolve incidents. Promote a safe and secure atmosphere adhering to all safety and security rule. Analyze trouble ticket data, monitor performance of Maintenance of Way work activities, and coordinate with the Enterprise Asset Management Team (EAM) to report out on all M of W EAM Performance Management efforts. Responsible for direction of clerical workers supporting the Trouble Desk.


Perform any combination of routine calculating, posting, and verifying duties to obtain primary work order data for use in maintaining and accounting for asset records. Check the accuracy of inspection reports completeness of work orders, and communicate with the EAM team on the completion of work performed.


Perform other related duties as assigned.


Required Qualifications

Strong verbal and written communication skills.

Strong ability to interact with all levels of management within Metro-North.

Strong customer relations skills.

Ability to organize work, set priorities, meet critical deadlines, and follow-up on assignments.

Proficiency in uses of Microsoft Office Suite and/or comparable PC applications.

Understanding of railroad operations, infrastructure and/or building systems.

This position requires the ability to work various length shifts on a 24/7 rotating basis, with the possibility for mandated staffing and coverage, emergency call-in and response, and deployment to anywhere within the MTA operating area. This includes nights, weekends, and holidays in all weather conditions.

Valid driver’s license.


Required Education/Experience

Bachelor’s Degree in Business, Engineering, Math and/or related field. Demonstrated equivalent experience, education and/or technical credentials may be considered in lieu of degree to include four (4) additional years of related experience.

Minimum of five (5) years of experience in operations and/or construction for a transportation, utility and/or public service company.

Minimum of three (3) years of experience managing a staff, projects and/or process involving railroad operations, transportation and/or utility company.


Preferred Education/Experience

Proficiency in EAM software and/or any similar computerized asset maintenance management software.

Computerized scheduling in a call center environment, composing correspondence, creating and writing reports, creating presentations, researching informational materials, responding to requests and inquiries from the public, typing and word processing, scheduling appointments, maintaining a calendar and filing.


Other Information

This is a federally regulated position subject to both pre-employment and continuous random toxicological screening.

As an employee of Metro-North Railroad you may be required to complete a New York State financial disclosure statement, if you earn more than $97,448.00 or if you hold a position designated as a policy maker.

Effective September 2017, all full-time non-agreement personnel other than those directly involved with the movement of trains or delivery of service, or assigned to other emergency response teams, are required to serve in the Station Terminal Auxiliary Response (STAR) program requiring Terminal coverage for Grand Central Terminal (GCT) from 4:30 PM-7:30 PM one week per year or responding to Station STAR duty during a service disruption, system-wide at various hours including nights and weekends.   This program is designed to improve Metro-North’s ability to provide customer service during emergencies that impact service delivery or other service disruptions that require staff to provide directions and information to MNR customers at GCT or outlying stations. Please note, hours worked during your participation week are subject to change.


Selection Criteria

Due to the competitive nature of the selection process, not all qualified candidates who meet the minimum requirements for the position are guaranteed an interview. To be selected for a position, one must meet the following criteria: (1) satisfy the minimum requirements listed in the job posting, (2) if applicable, successfully pass a written and practical exam, (3) satisfy a background investigation (including but not limited to, employment, education, and criminal history), and (4) pass a verbal interview. Metro-North may also require the applicant to undergo a physical ability test, and, if the Company extends a conditional offer, may require him or her to undergo a medical examination, which may include toxicological testing. Failure to pass any step within the hiring process will result in the disqualification of your application.


Additional Criteria for Current Employees: Current Metro-North employees must be in active service to be eligible for consideration. Agreement Employees applying for a position outside of their present craft are required to have worked in your current union for at least one (1) year preceding the Application Deadline to be eligible to apply for a posted position, and have completed the agreed upon formal training commitment, including on-the-job training or lock-in requirement, if applicable (for example: Signal Trainee, Foreman-In-Training, etc.). If you are transferring to another craft, you may be required to forfeit your seniority in your present union. Non-agreement employees must have worked in your current position for a minimum of one (1) year preceding the Application Deadline. Along with a background investigation (including but not limited to, employment, education, and criminal history), employees are also subject to an internal investigation, which includes an evaluation not limited to discipline records and performance assessments.


We offer a competitive salary and a comprehensive benefits package.


To apply Online, Please Visit:

http://web.mta.info//mta/employment/ Click on Metro-North Railroad, select “Agree,” then Search by Job Title.


MTA Metro-North Railroad is an Equal Opportunity Employer

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