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:
Field Services Support Technician
Location: Greenford Office
18.00 - 06.00 4x4 shift pattern
Salary on request
Duties and Responsibilities
- 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.
Suited to a Cubic Field Services Technician or Field Resources Controller, past or present, looking for a new challenge or career progression, 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
- SCIDMU
- POMIDMU
- MMIDMU
- ERC
- RAIL DGC GUI
- ORION
- FTP2 Dashboard
- VNC Viewer
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.
Minimum job requirements
Essential:
- Hands-on experience in a technical service support role.
- Strong customer service and communication skills.
- Experience in an AFC environment
- Microsoft Office
Desirable:
- Experience with SLA-driven contracts.
- Experience with IFS/FSM
- Familiarity with IDMU/Orion/DGC/ERC
- IT qualification
- Written reporting and work analysis
In addition to a competitive salary, Cubic offers the following benefits with this role
- Overtime availability
- Annual performance and merit review
- Nectar rewards program
- Scottish Widows pension scheme
- Company provided Medicash medical cover
- Full technical training and mentoring programme
- Paid sick leave
- 23 days annual leave
- night shift allowance
Worker Type:
Employee