Field Dispatch Coordinator

2094 Cubic Transportation Systems (Australia) Pty Limited; Parramatta; On-site; AUD 65,000 - 90,000; Full time

Job summary

Cubic Transportation Systems in Australia is seeking a Field Dispatch Coordinator to coordinate field technicians and resources to meet SLA targets and KPIs.

You will work with Field Services Supervisors to schedule, dispatch, and monitor maintenance tasks, ensuring timely responses and effective communication with customers.

This role requires dispatch experience, strong communication, and a good understanding of the Sydney basin service area.

Qualifications

• At least 12 months experience in a dispatch coordination environment.
• Interpersonal skills, such as telephone skills, communication, listening and customer focus.
• Typing skills to ensure quick and accurate entry of service request details.
• Strong technical awareness to match resources to issues.
• A good geographical knowledge of the Sydney basin and surrounding districts.
• Excellent customer service skills and well developed communication.

Responsibilities

• Coordinate dispatch of field services personnel with supervisors.
• Schedule and dispatch to locations per customer requests and SLAs.
• Ensure preventative maintenance jobs align with monthly schedules and SLAs.
• Monitor progress and escalate to meet service targets and KPIs.
• Log requests in ITSM system and allocate to 2nd/3rd level teams.
• Communicate with customers about progress and outages.

Skills

Dispatch coordination

Interpersonal skills

Typing skills

Technical awareness

Geographical knowledge

Customer service

Tools

Microsoft Office

ITSM system

Job 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: The Field Dispatch Coordinator 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 personnel
• 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

General Duties and Responsibilities

• Comply with Cubic’s Quality Management System
• Comply with Cubic Occupational Health, Safety and Environment policies and procedures
• Comply with security in accordance with established policies and procedures of the organisations
• Comply with Cubic Human Resources Procedures
• Other duties as requested

Minimum Job Requirements

Skills/Experience/Knowledge Essential:

• At least 12 months previous experience in a dispatch coordination environment
• Interpersonal skills, such as telephone skills, communication skills, active listening and customer focus
• Typing skills to ensure quick and accurate entry of service request details
• Strong technical awareness with the ability to match resources to technical issues appropriately
• A 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 suite
• Understanding of operations, first line maintenance of devices and cash collection procedures
• Understanding of processes automated in Service Management Systems

Personal Qualities

• Customer service focus
• Excellent communication skills, both oral and written
• The ability to effectively liaise with all levels of internal and external stakeholders
• Excellent time management skills with the ability to multi-task
• Self-motivated with the ability to work in a fast moving environment
• High level of proficiency in written and verbal communication
• Ability to stay focused and calm under pressure
• Professional appearance, attitude and conduct
• Professional and positive can-do attitude
• Highly developed customer service skills evidenced in representing the organisation through courteous and professional dealings with all stakeholders
• Ability to adapt to changes quickly in a services management environment

Condition of Employment

• Successful outcome of a National Police Check

Worker Type

• Employee

We are committed to creating an inclusive workplace and welcome applications from people of all backgrounds. We do not discriminate based on any protected characteristic under applicable law.

Cubic creates and delivers technology solutions in transportation that make people's lives easier by simplifying their daily journeys, and defense capabilities that 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 challenges 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). CTS is an industry-leading integrator of payment and information solutions and related services for intelligent travel applications. CTS delivers integrated systems for transportation and traffic management, delivering tools for travelers to choose the smartest and easiest way to travel and pay for their journeys, and enabling transportation authorities and agencies to manage demand across the entire transportation network. Cubic Defense provides networked Command, Control, Communications, Computers, Cyber, Intelligence, Surveillance and Reconnaissance (C5ISR) solutions, and live, virtual, constructive and game-based training solutions for both U.S. and Allied Forces. These mission-inspired capabilities enable assured multi-domain access; converged digital intelligence; and superior readiness for defense, intelligence, security and commercial missions. Cubic is proud to have a presence in over 60 countries and employ over 5,000 people worldwide. We are committed to hiring and retaining a diverse workforce and are proud to be an Equal Opportunity/Affirmative Action-Employer. We are committed to ensuring a workplace free of discrimination based on race, color, religion, age, disability, genetic information, sex, sexual orientation, gender identity, or national origin, military or veteran status, and any other basis protected by applicable law. For more information on Equal Employment please visit: http://www.cubic.com/Careers/Applicant-Help To learn more, visit Cubic.com.

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