Field Dispatch

Job description

Job Description

Date: Sep 11, 2018

Job Description – Engineer/Assistant engineer - 1 st Level Assurance

1 Job Details

·  Function: Dispatch
·  Position: Engineer/Assistant Engineer – 1 st Level Assurance
·  Career Stage: Technician/Services Engineer
·  Location: Bangalore
·  Interfaces: 2 nd Level Assurance, Field Operations & Maintenance , Service Resource fulfillment team, Incident Management team, Internal management
·  Reporting Manager: Shift Manager – 1 st Level Assurance
·  24X7 Shift Working: Yes (mandatory)

2 Role Definition

·  Carry Out initial ticket triage regarding fault requests and provide analysis to ensure onward dispatch is accurate.
·  Reactive/Planned work allocation to the Field, either by manual trouble ticket assignment or through optimised automation processes within a Work Force Management system (WFM)
·  Support continuous improvement programs with direct relationship with PQM teams and multi-customer NOC teams.
·  Review and monitor Ticket allocations through to resolution, ensuring that any escalation processes are followed. Assist resolving Engineers by the provision of additional requirements to allow work execution, including Climbing permission, Access, and other 3PP services in line with local and site specific procedures
·  Support the Dispatch Manager in achieving Dispatch and Field Services KPIs, produce escalation and post failure reports.
·  Provide an ‘Operationally Excellent’ service to both internal and external customers
·  To work in a culture and way of working characterized by proactive attitude, teamwork focus, strong performance ethics, high professionalism and high energy.

3 Key Responsibilities

·  Monitor and resolve Jeopardy Alerts in a timely manner; assist engineers with any requirements to execute work.
·  Append all Tickets with concise, appropriate notes on activities taken to make work executable – Access Requests, Confirmation and Approval dates and times and references etc.
·  Comply with all FSO and Customer procedures to ensure engineer’s are booked safely and legally onto site for access or climbs, securing any legal documentation required - Method Statements, Risk Assessment, Employee Certification, Insurance docs and that the Engineer is aware of any local Health and Safety Policies or procedures.
·  Maintain constant telephone support through hunt groups and hotline support to provide a quality service to internal departments and externalexternal Customers.
·  First point of contact for all fault related issues, to ensure prompt escalation to the Dispatch Management.
·  Monitor email account for information which may highlight known site or network issues, confirmations of access, climbs or requests for assistance from other areas of the business.
·  Provide accurate payment details, Purchase Order numbers and ensure correct information is attached on all access applications. All details are recorded in accordance with local working procedures for accurate invoice approvals and customer charge backs.
·  Comply with Landlord procedures to secure Access, Climbs and Escorts. Understand the security and special clearance requirements at some sites.
·  Review and provide updates to open work requests, with information to support the business highlighting delays or issues preventing closure.
·  Monitor all work queues, assigning tickets within Dispatch SLA’s, ensuring the Field resource is fully optimised.
·  In the event of any equipment failures, internally or externally, follow the Dispatch Disaster Recovery programme to support customer activities until remedial work has been completed.
·  Support and assist with the development of work place tools, process and procedures to increase Dispatch and Field performance

4 Candidate Prerequisites

·  Qualifications: Diploma within Electrical Engineering/Telecommunication Engineering/or equivalent
·  Industry experience: Telecom/BPO/KPO
·  Years of experience: 1-3 years
·  Experience of a fast moving dispatch department, ideally in an ICT environment with demanding contract requirements.
·  Ability to decipher technical information on fault tickets and dispatch within pre-determined KPI measures.
·  Proven background in ICT where both fault ticket handling and fault ticket fix have been prevalent.
·  Ability to influence, persuade and mobilise internal/external resources to fulfill customer requirements.
·  Well organised and able to multi-task.
·  Good knowledge of Microsoft applications – Word, Excel, PowerPoint, Visio and Project.
·  WFM and ticket dispatch skills or equivalent would be preferred.
·  Ability to provide clear and concise reports/feedback to peers and management, adapting the style of communication appropriately to the audience/receivers.
·  Ability to influence and persuade multi-customer NOC teams on fault ticket quality to fulfill field engineer requirements.
·  Experience of direct exposure to customer, fault mitigation and escalation process to all operational levels.
·  Demonstrable understanding of 3PP partners and when external agencies should be engaged in order to deliver world class results.
·  Demonstrable knowledge of Health and Safety issues within a Field Operations environment.

5 Technical Competencies

·  Basic Telecom GSM, 3G, 4G knowledge

6 Behavioral Competencies

Customer Focus

·  Customer First: anticipate customer and market requirements and adapt to their needs. Understand your customers, anticipate their needs and exceed their expectations
·  Execute swiftly, right first time
·  Accountability – be responsible for impact of your actions, deliver on your commitments

Teamwork

·  Contribute to the creation of an environment in which team/ individuals are empowered to innovate, make decisions and take action
·  Use diversity as a strength, ensure equal opportunities and listen to the views of others whilst offering productive feedback.

Determination

·  •Passion to win, strive for high achievement
·  •Courage – Has the confidence to challenge existing processes or procedures and suggest new ways of working that end up in improved delivery performance

Ericsson provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, marital status, pregnancy, parental status, national origin, ethnic background, age, disability, political opinion, social status, veteran status, union membership or genetics.

Ericsson complies with applicable country, state and all local laws governing nondiscrimination in employment in every location across the world in which the company has facilities. In addition, Ericsson supports the UN Guiding Principles for Business and Human Rights and the United Nations Global Compact.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, training and development.

Ericsson expressly prohibits any form of workplace harassment based on race, color, religion, sex, sexual orientation, marital status, pregnancy, parental status, national origin, ethnic background, age, disability, political opinion, social status, veteran status, union membership or genetic information.

Primary country and city: India (IN) || || Bangalore || Consulting&SysInt; IT; ProdMgt; R&D; SalesStratMkt&ComMgt; ServEng; SharedServ; Stud&YP; Supply&Log

Req ID: 252694