Field Resources Coordinator

Description:

Business Unit
Cubic Transportation Systems
Company Details
When you join Cubic, you become part of a company that creates and delivers technology solutions in transportation to make people’s lives easier by simplifying their daily journeys, and defense capabilities to help promote mission success and safety for those who serve their nation. Led by our talented teams around the world, Cubic is committed to solving global issues through innovation and service to our customers and partners.
We have a top-tier portfolio of businesses, including Cubic Transportation Systems (CTS) and Cubic Defense (CD). Explore more on Cubic.com.
Job Details
Job Summary
This position is responsible for coordinating field technicians and other available resources for optimum efficiency in responding to customer requests and to contribute to the achievement for contractual KPI/SLA targets being achieved.
Essential Job Duties And Responsibilities
Work closely with the Field Services Supervisors to ensure efficient coordination and dispatch of field services personnelSchedule and dispatch field services personnel to appropriate locations in accordance with customer requests and needs, ensuring the agreed service level targets are maintained at all timesEnsure distribution of preventative maintenance jobs are done in line with monthly schedules and SLAsReview and adjust scheduling as new requests are received to ensure SLAs are maintainedPrioritise all requests as per the SLA and log them into the IT Service Management (ITSM) systemAllocate requests to the appropriate 2nd and 3rd level support teamsReceive and respond to incoming calls, emails and faxes received from internal and external stakeholders in a prompt, professional and courteous manner.Facilitate communication with customers as required keeping them informed of the progress of their request, notifying them of impending changes or agreed outagesMonitor progress of requests to ensure they are escalated in a timely manner to support Cubic’s contractual service level targets.Escalate to the Team Leader situations of significance or those that are not resolved promptly, or requests in breach of agreed service level targetsEffectively liaise and engage in productive work relationships with other team members, supervisor, internal and external stakeholdersEnsure accuracy of data captured for fault management, preventative maintenance and reporting in the Service Management ToolExchange and share knowledge across all productsWork as a team member supporting the Operations team to ensure customer satisfaction
General Duties And Responsibilities
Comply with Cubic’s Quality Management SystemComply with Cubic Occupational Health, Safety and Environment policies and proceduresComply with security in accordance with established policies and procedures of the organisationsComply with Cubic Human Resources ProceduresOther duties as requested
Skills/Experience/Knowledge
Minimum Job Requirements:
Essential
At least 12 months previous experience in a dispatch coordination environmentInterpersonal skills, such as telephone skills, communication skills, active listening and customer focusTyping skills to ensure quick and accurate entry of service request detailsStrong technical awareness with the ability to match resources to technical issues appropriatelyA good geographical knowledge of the service area (Sydney basin and surrounding districts)Excellent customer service skills and well developed communication skills
Desirable
Comprehensive computer and operating system knowledge and proficiency using Microsoft Office suiteUnderstanding of operations, first line maintenance of devices and cash collection proceduresUnderstanding of processes automated in Service Management Systems
Personal Qualities
Customer service focusExcellent communication skills, both oral and writtenThe ability to effectively liaise with all levels of internal and external stakeholdersExcellent time management skills with the ability to multi-taskSelf-motivated with the ability to work in a fast moving environmentHigh level of proficiency in written and verbal communicationAbility to stay focused and calm under pressureProfessional appearance, attitude and conductProfessional and positive can-do attitudeHighly developed customer service skills evidenced in representing the organisation through courteous and professional dealings with all stakeholdersAbility to adapt to changes quickly in a services management environment
Condition Of Employment
Successful outcome of a National Police Check
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