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
To lead a 24x7 shift based committed team ensuring focus on maintaining critical applications running 24 hours a day, working a rotating shift pattern.
End-to-end management of incidents and service requests reported by the customer and achieving first line fix where possible. Escalating and liaising with other business units and 3rd parties as required.
Become involved in the recruitment, development, and training of staff and overseeing the day-to-day operational service delivery against SLAs including monitoring and reporting on KPIs.
To ensure fast, efficient and responsive Customer Services support and service are maintained achieving all targets as defined by the SLA both now and in the future, through constant review of procedures and processes, thereby directly influencing the growth and success of the business.
Work with internal departments to develop and facilitate business improvements solutions that support effective and efficient customer focus. To provide quality support with a high degree of customer satisfaction, technical expertise, and timeliness.
JOB DUTIES AND RESPONSIBILITIES:
- Ensure that staff resources are adequate in number, skill set and ability to meet forecast demand on an on-going basis.
- Pro-actively analyse and propose projects and initiatives that will improve efficiency and or reduce costs while maintaining service levels
- Pro-actively analyse and propose changes aimed at customer service improvements
- Pro-actively manage special sites and escalations to ensure speedy resolution
- Responsible for ensuring failures are accurately coded for payment and performance purposes
- Support Service Delivery teams to ensure a cost effective professional service is maintained
- Ensure staff are motivated and developed to achieve their full potential
- Ensure Health and Safety guidelines are maintained within your areas of responsibility
- Act as a consultant and resource to the Service Centre Manager.
- Demonstrate an awareness of impact on project rollouts and any support issues on a company-wide basis
- Attend training sessions offered within the group and lead training workshops
- Develop and provide expert technical training, technical coaching, and mentoring to other members of the team
- Coordinate user and support issues among corporate sites to ensure timely distribution of knowledge and positive impact on user satisfaction and productivity
- Research, resolve, and respond to highly complex questions in accordance with current standards.
- Consistently model the highest levels of support orientation and professionalism.
- Work with internal departments to develop and facilitate business improvements solutions that support effective and efficient customer focus
- Understand the needs and requirements of the Field Operation and manage all contracts effectively to meet the Service Level Agreements in-place
- Exercise both departmental and service policies as supported by the Service Centre
- Cover other Service Desk Analysts for holidays and absences
- In addition to the duties and responsibilities listed, the jobholder is required to perform other duties assigned by the supervisor/manager from time to time, as may be reasonably required of them.
- Comply with Cubic’s Quality Management System.
- Comply with security in accordance with established policies and procedures of the organisation.
REQUIREMENTS:
Qualifications
Essential:
- experience working in a high technical operational Service Centre or technical background preferably gained in the AFC or railway industry.
- Experience of understanding a supervisory role in contract administration and/or financial control in a transport commercial environment
Desirable:
- ITIL v3 Foundation certification
Skills/Experience/Knowledge
Essential:
- Passionate about Customer Services, with the ability to understand the importance of meeting targets and maintaining good customer & employee relations
- Lateral thinking skills combined with the ability to apply a range of creative problem solving techniques.
- Able to make a significant contribution in a team environment
- Broad experience communicating with customers in varying support situations.
Desirable:
- Broad experience in supporting multiple product areas
- Experience of managing operational teams during complex service transitions
- An appreciation of development of the Transport Industry
- Experience in Fault Management
Personal Qualities
- Able to work under pressure
- Prepared to work shifts
- Logical, pro-active and analytical approach to their work
- Self-motivated
- Effective communication skills and strong team management
- Attention to detail
- Good Time Management
- Ability to work as part of a team and also independently.
- To be able to manage and prioritize multiple tasks
- Excellent organisational skills
Worker Type:
Employee
