Job Title: Technical Bureau Operator (Nightshift)
Location: Glasgow Head Office
Reporting To: Technical Bureau Manager
Hours: 37 5 hours per week – 5/7 days
Job Purpose:
Remotely monitor, triage and process automatically generated alarms from Refrigeration systems Investigate manually raised jobs via remote diagnostic checks of the BEMS systems and resolve where possible
Answer inbound, and make outbound, calls in a professional manner Follow call scripts and capture relevant data in compliance with the agreed guidelines
Provide technical support to the field engineering teams and complete all administrative duties as required
Principal Accountabilities:
- Triage Refrigeration alarms with a high focus on response times and quality of service
- Resolve store logged jobs via remote diagnostic checks/alterations of the BEMS systems to prevent engineer attendance where possible
- Identify the root cause of faults, whenever possible, and communicate this to the relevant engineering resource
- Utilise the in-house CAFM system to ensure that all issues are logged, updated and followed through to resolution
- Respond in a prompt and professional manner to requests for support for the Field Operations teams via telephone/email
- Identify and rectify, or escalate, any issues with equipment not set to the agreed specification
- Work with internal and external stakeholders to ensure a high level of equipment connectivity via the AIMS infrastructure
- Advise the Asda store colleagues of any repair/maintenance issues that are likely to affect the operation of their business
- Represent the company in a professional manner at all times and develop a good working relationship with engineers, sub-contractors and Asda colleagues
- Attend training courses as and where necessary and to ensure personal job skills keep pace with technical developments
- Comply with the Company Health and Safety Policy at all times
- Work with City and Asda colleagues to ensure laid-down standards of quality are maintained
- Comply with any other reasonable request or instruction from the Line Manager
Criteria
Essential
Desirable
General Education
Standard Grade Level or above (including English and Mathematics)
HND level or above in Science, Technology, Engineering or Mathematics subject
Professional/Academic/ Vocational Qualifications
Refrigeration/HVAC/ Electrical/Building Services experience
Or
Further education in Science, Technology, Engineering or Mathematics
Knowledge of HVAC, Refrigeration and BEMS controls
Specific Knowledge
Use of browser and application-based software systems
Remote technical support
Retail maintenance
Specific Skills
Highly PC literate
Ability to manage time and prioritise workload
Excellent problem solving/diagnostic skills
Ability to interpret numerical and graphical data
Simultaneous use of multiple software applications
Knowledge of MS Office packages (Excel, Word, Power Point etc)
Demonstrated Behaviours
Good communication skills (written and verbal)
Helpful / friendly manner
Customer focused
Self-motivated
Desire to take on responsibility
Knowledge sharing and willingness to support colleagues
Specialist Requirements
Willingness to work flexible shift pattern/hours
