Field Services Support Technician, Cubic

• Suited to a Cubic Field Services Technician or Field Resources Controller, past or present, looking for a new challenge or career progression,
• Hands-on experience in a technical service support role
• Strong customer service and communication skills
• Experience in an AFC environment
• Microsoft Office

Desirable

• 2nd Line support
• Exception management/abatement reduction
• Identifying calls which can be dispensated as per the Principles of downtime exemption
• Monitoring of primary board
• Monitoring of DGC GUI
• Proactive 4.1 fault resolution through the use of Orion
• Open field job analysis and proactive approach to reduction in downtime
• Warm and Cold start actions
• Technical advice in the absence of a Team Leader
• Weekly reporting of job closures against, but not limited to schedules, 4.1, 4.3, 4.4
• Weekly analysis of job closures against fault description
• Identify trends and GOC job logging issues
• Liaise with Team Leaders, FRCs and System Support to assist in fault management
• Assist in Retrofit project work, raising/closing project work calls
• FRC stand in when applicable
• Support the Field Services Manager where applicable
• The primary role of the FSST is to reduce the volume of open field jobs
• Negating the need for a field visit where possible, allowing our field technicians to concentrate on faults that do require attendance
• The successful candidate will take a proactive role in the dispensation process, identifying jobs which can have dispensation applied as per the principles of downtime exemption document
• This is a progressive role and has scope for further evolution
• The role will be of huge benefit with the expectation of reducing engineer call outs by up to 30%, identifying calls which can be closed remotely using all the monitoring tools at their disposal and keeping station performance and availability at and above their thresholds
• The technical expertise the internal candidate possesses will be paramount to providing exceptional 2nd line support and a base knowledge ability to identify the type of calls that can be closed without the need for a site visit
• The successful candidate will undergo extensive training in all remote monitoring utilities and use them to their advantage to remotely close open field jobs where applicable
• Exception management will be at the forefront of the daily duties, identifying the primary and secondary events and clearing or managing the expectation before they hit the financial penalties of the 4 hour SLA
• Ideally placed and with the right tools to investigate ELAN reported faults remotely, the need for a site visit can be mitigated on many occasions and would see an improvement on the current 4.1 ELAN abatement
• 18.00 - 06.00 4x4 shift pattern