What are the responsibilities and job description for the Signals and Communications Call Desk Officer position at Canadian National Railway Company?
Hiring Salary Range : $ 68,000.00 - 89,000.00
This range represents the hiring range. Salaries are determined individually depending on skills and experience. You will also be eligible to an annual bonus, employee share investment program (ESIP), Pension, Benefits, Railroad Retirement Benefits (RRB) and other perks.
At CN, everyday brings new and exciting challenges. You can expect an interesting environment where you’re part of making sure our business is running optimally and safely―helping keep the economy on track. We provide the kind of paid training and opportunities that long-term careers are built on and we recognize hard workers who strive to make a difference. You will be able to thrive in our close-knit, safety-focused culture working together as ONE TEAM. The careers we offer are meaningful because the work we do matters. Join us!
Job Summary
The Signals and Communications (S&C) Call Desk Officer is responsible for carrying out all aspects of the S&C Call Desk equipment and systems contained within the Regional Operating Center (ROC) in Homewood, Illinois.
Main Responsibilities
Support and Report
· Respond to problems reported to the Call Desk and escalate and document accordingly
· Open, document, and close ServiceNow tickets based on communications with the ROC office and field forces
· Take calls from the public concerning malfunctioning grade crossings and address problems
· Investigate all complaints and provide solutions in a timely manner
· Provide information on issues surrounding false clears, trains by red signals, signal dropping, derailments, accidents or other related Rail Traffic Control (RTC) issues
· Collaborate with field forces to assist in troubleshooting problems and cutovers
· Monitor various alarm systems for problems
Working Conditions
The role is performed in an office environment with varying 12-hours shifts (6 am to 6 pm or 6 pm to 6 am). The incumbent must be available to work weekends and holidays when necessary. The role requires being available on-call 24/7 to respond to critical incidences.
Requirements
Experience
Railroad Signals and Communications
· Minimum 2 years of experience working in a call center or in a similar environment
o Experience in a customer service position*
o Experience in Railroad Signals, Communications, or Operations experience*
*Any experience for these above would be considered as an asset
Education/Certification/Designation
· High School Diploma or General Educational Development (GED)
· Associate Degree in Signals, Communications, or equivalent*
*Any designation for these above would be considered as an asset
Competencies
· Addresses risks in a timely manner to eliminate them
· Inspires others with impactful communications and adapts to the audience
· Stays calm and adapts to changes
· Shares timely information within and across functions to get things done effectively
· Collaborates with others
· Applies analytical thinking to make recommendations that pursue sustainable performance
· Responds with agility
Technical Skills/Knowledge
· Knowledge of Microsoft Suite (Excel, PowerPoint, Word)
· Knowledge of computer systems such as Teams and ServiceNow
About CN
CN is a world-class transportation leader and trade-enabler. Essential to the economy, to the customers, and to the communities it serves, CN safely transports more than 300 million tons of natural resources, manufactured products, and finished goods throughout North America every year. As the only railroad connecting Canada’s Eastern and Western coasts with the Southern tip of the U.S. through a 19,500 mile rail network, CN and its affiliates have been contributing to community prosperity and sustainable trade since 1919. CN is committed to programs supporting social responsibility and environmental stewardship. At CN, we work as ONE TEAM, focused on safety, sustainability and our customers, providing operational and supply chain excellence to deliver results.
Salary : $68,000 - $89,000
