Senior Field Resource Controller

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

Job Details:
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 are 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, analyse and communicate faults received to completion and conclusion
• Communicating with field staff
• Proactively looking at and predicting repeat failures utilizing existing report
• 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 relevant ISO Standard, always Demonstrate exemplary behaviour, 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.
• 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.
• Knowledge and experience of health and safety
• Strong analytical and problem resolution skills
• Analysis and decision-making skills

Desirable:

• Knowledge of fault management systems
• Self-starter who has a genuine interest in customer service
• Experience of using a CRM system and Outlook email, highly desirable

Education And Qualifications
Essential:

• 5 GCSE's including Maths and English or equivalent

Desirable:

• ITIL v3/v4 certification.

Personal Qualities

• Excellent levels of communication, in both verbal and written format (Typing efficiently)
• A clear and friendly telephone voice
• Highly effective interpersonal skills, with the ability to apply these formally and informally in a variety of situations, to build effective relationships
• Must pass a Criminal Reference Bureau Check
• Ability to follow instructions and to learn new tasks quickly
• Ability to plan and organise time and tasks effectively
• A commitment to achieving results and targets through effective application of effort and resources

The description provided above is not intended to be an exhaustive list of all job duties, responsibilities and requirements. Duties, responsibilities and requirements may change over time and according to business need.
Worker Type:
Employee