Recruitment
“Carlos has been a Customer Service Engineer for 3 years at Frauscher, starting as a graduate in 2014. He supports our customers before, during and after installation of axle counters in signalling solutions. He has consistently had a great attitude to every task he does, and always goes the extra mile in every job he does. This includes his internal customers. i.e. his colleagues at Frauscher. He is helpful to every colleague with engineering topics, sales and IT and willing to meet the business needs.
The reason I nominate Carlos is that this commitment to doing a good job and his excellent customer focus is at its best when handling Frauscher customers. He responds to every email quickly and in a very helpful way, contacts customers if they have any queries or issues with the equipment, always given a full and thorough answer, never just the minimum. He is always aware that the operational railway must be safe, efficient and available! This was demonstrated during the upgrade of over 2000 wheel sensors last year and this year when he led a small team to ensure the already installed equipment was upgraded in the shortest and most efficient way. He worked nightshifts throughout the winter, over a long period, to support this process and was always willing to change his schedule to meet the customer's dates and requirements. Carlos showed a commitment and professionalism beyond his years, and has created good relationships with every customer he deals with.
If a customer asks for help he will head off the next day and drive to their location to help first hand and ensure the problem is resolved ASAP.
Carlos is a young railway engineer and is a shining example of a great customer focused attitude and real awareness that supporting the customer well is vital to maintaining a safe and reliable railway. I have never seen such an awareness and consistent customer service attitude in a young engineer.“
“The Lifesaver award seeks to recognise those individuals who have intervened to potentially save the life of a vulnerable person on the rail network, and to demonstrate that talking and listening to someone in need can make a huge difference. Samaritans’ aims of breaking down barriers to intervening and the myths about suicide are now imbedded in rail culture with over 10,500 staff trained, while the number of interventions are up by 34% from April 2015. Empowering staff to support vulnerable members of the public, colleagues, friends or family remains a core part of the relationship between the rail industry and Samaritans and The Lifesaver award is an opportunity to highlight this crucial on-going work as well as encouraging rail staff to be champions for our service.”
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