Field Resources Controller

Business Unit:
Cubic Transportation Systems

Company Details:
How was your commute today? Roughly 54% of the current global population live in urban areas. Here’s a challenge By 2050 that population will increase to 9 billion with 66% calling the urban environment home.

Make what you do matter, every day. Be a part of Cubic’s vision by developing technology aimed at helping billions of travellers move more easily within and between the world’s major cities.

We are a leading integrator of payment and information solutions. That means travellers make smarter travel decisions and transportation agencies manage demand across the entire transportation network - all in real time. Take a major customer like TfL (Transport for London). It trusts us to provide the technology needed for their passengers to move freely and easily across its network of buses, train and underground stations and roadways. Be it London’s Oyster, Sydney’s Opel or Chicago’s Ventra, our contactless payments and traffic management systems keep the transport network moving.

We challenge ourselves to remain at the forefront of our industry and continually develop new tools to keep up with ever-changing technologies and the growing demand for simpler travel solutions.

That’s a big task and we need your help.

Job Details:
Job Summary:
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 client systems to detect faults prior to the client, reducing risk, ensuring correct resources utilised and to enable a longer timeframe to attend fault to completion.

Essential 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
- To manage, analyze and communicate faults received to completion and conclusion
- Communicating with field staff
- Analysis and decision making
- Predicting repeat failures
- 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 and MS Excel 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

Education and qualifications

Essential:

- Excellent levels of communication, in both verbal and written format (Typing efficiently)
- A clear and friendly telephone voice

Desirable:
Personal Qualities
- Knowledge and experience of health and safety
- Strong analytical and problem resolutio