Service Desk Dispatch Coordinator

Job content

Business Unit:Cubic Transportation SystemsCompany Details:Cubic offers an opportunity to provide innovative technology for government and commercial customers around the globe, helping to solve their future problems today. We’re the leading integrator of payment and information technology and services for intelligent travel solutions worldwide, and the leading provider of realistic combat training systems, secure communications and networking and highly specialized support services for military and security forces of the U.S. and allied nations. If you have an entrepreneurial spirit and thrive in an innovative environment, we want to talk to you about your next role at Cubic! We are seeking employees inspired by technology, and motivated by the rewards of hard work, commitment, teamwork, quality, integrity, and respect. We invite you to explore opportunities with Cubic.Job Details:Job Title: Field Recourses CoordinatorDate:To accept instructions from Field Engineering Contracts, from clients, analyse and organise the dispatch of reactive faults, as detailed in the fault management systems, to enable technicians and Engineers to resolve faults and report. To enhance performance by investigating and analysing live dashboards and client systems to detect faults prior to the client, reducing risk, ensuring correct resources are utilised and to enable an efficient timeline up until completionEssential Job Duties and Responsibilities:

• Competent in the use of Cubic systems appropriate to the role.
• Interrogate Client/Cubic Systems for Errors
• Monitoring faults type and incongruities to reduce risk and enable quick fault resolution
• Resolving client queries, constantly improving asset management system
• Monitor live dashboards to correct any discrepancies
• Light troubleshooting to ensure errors can’t be fixed remotely
• To manage, analyze and communicate faults received to completion and conclusion
• Ensure tickets are delivered in accordance to contractual obligations
• Communicating with field staff
• Assisting field staff with any remote support required.
• System testing
• Analysis and decision making
• Predicting repeat failures
• Data recording
• Processing and presenting fault data to highlight information requirements
• Advising and updating knowledge base system for each fault
• Log, analyse, assess and recommend preferred action
• To report any process or performance issues to the Management team
• To ensure that all operational processes are carried out
• To enable the operational Supervisors, Team Leaders and Maintenance staff to identify and rectify performance issues, reported under KPI’s, SLA’s
• Reducing abatement risk
• Providing targeted solutions to improve fault run rate
• Ensure accurate and timely information is supplied, in the chosen media, as directed
• Assist in training of fault control room, and other staff, as required. As directed, work with the contract team to maintain ISO 9001-2008 Demonstrate exemplary behaviour at all times, in line with our Governing Principles
• Commitment to the promotion and education of equality and diversity goals throughout the contracts
• Understanding of duty to report breaches of security and fraud and commitment to reduce crime, vandalism, abuse on any Cubic equipment
• Attend all mandatory and refresher training; including periodic checks and assessment
• Comply with Cubic’s values and adherence to all company policy and procedures. In particular comply with the code of conduct, quality, security and occupational health, safety and environmental policies and procedures.
• In addition to the duties and responsibilities listed, the job holder is required to perform other duties assigned by their manager from time-to-time, as may be reasonably required of them.

Minimum Job Requirements:Skills knowledge and experience:Essential:

• Experience of receiving instructions from the client and dispatch of reactive faults, as detailed on the fault management system, to the available technicians
• Experience of receiving information from technicians, updating the fault management system and informing others in a timely manner
• Strong PC skills – at least intermediate level in MS word, MS Excel and Outlook with accuracy to detail
• A degree of flexibility associated with shift rota working which will involve providing cover for staff sickness and holidays occasionally at short notice
• Excellent customer service, communication and time management skills.

Desirable:

• Knowledge of fault management systems
• Self-starter who has a genuine interest in customer service
• Experience of using a CRM system and Outlook email, highly desirable

Education And QualificationsEssential:

• Excellent levels of communication, in both verbal and written format (Typing efficiently)
• A clear and friendly telephone voice
• Highly effective interpersonal skills, with the ability to apply these formally and informally in a variety of situations, to build effective relationships

Desirable:

Personal Qualities

• Knowledge and experience of health and safety
• Strong analytical and problem resolution skills
• Must pass random drug & alcohol testing
• Must pass a Criminal Reference Bureau Check
• Ability to follow instructions and to learn new tasks quickly
• Ability to plan and organise time and tasks effectively
• Ability to work alone as well as within a team
• Ability to carry out good ‘house keeping’ skills without direction
• Ability to follow verbal instructions and written procedures
• A commitment to achieving results and targets through effective application of effort and Resources

The description provided above is not intended to be an exhaustive list of all job duties, responsibilities and requirements. Duties, responsibilities and requirements may change over time and according to business need.The description provided above is not intended to be an exhaustive list of all job duties, responsibilities and requirements. Duties, responsibilities and requirements may change over time and according to business need.Worker Type:Employee