Field Dispatch Coordinator

at  Cubic Corporation

Business Unit:
Cubic Transportation Systems
Company Details:
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.
Job Details:

Essential Job Duties and Responsibilities:

• Work closely with the Field Services Supervisors to ensure efficient coordination and dispatch of field services personnel.
• Advanced understanding of geographical awareness
• Schedule 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 times.
• Ensure distribution of preventative maintenance jobs are done in line with monthly schedules and SLAs
• Review and adjust scheduling as new requests are received to ensure SLAs are maintained
• Prioritise all requests as per the SLA and log them into the IT Service Management (ITSM) system
• Allocate requests to the appropriate 2nd and 3rd level support teams
• Receive 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 outages
• Monitor 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 in a timely manner, or requests in breach of agreed service level targets
• Effectively liaise and engage in productive work relationships with other team members, supervisor, internal and external stakeholders
• Ensure accuracy of data captured for fault management, preventative maintenance and reporting in the Service Management Tool
• Exchange and share knowledge across all products
• Work as a team member supporting the Operations team to ensure customer satisfaction

Worker Type:
Employe

• Work closely with the Field Services Supervisors to ensure efficient coordination and dispatch of field services personnel.
• Advanced understanding of geographical awareness
• Schedule 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 times.
• Ensure distribution of preventative maintenance jobs are done in line with monthly schedules and SLAs
• Review and adjust scheduling as new requests are received to ensure SLAs are maintained
• Prioritise all requests as per the SLA and log them into the IT Service Management (ITSM) system
• Allocate requests to the appropriate 2nd and 3rd level support teams
• Receive 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 outages
• Monitor 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 in a timely manner, or requests in breach of agreed service level targets
• Effectively liaise and engage in productive work relationships with other team members, supervisor, internal and external stakeholders
• Ensure accuracy of data captured for fault management, preventative maintenance and reporting in the Service Management Tool
• Exchange and share knowledge across all products
• Work as a team member supporting the Operations team to ensure customer satisfactio