Field Support, Remote Monitoring System (RMS)
539
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Field Support, Remote Monitoring System (RMS)

Field Support, Remote Monitoring System (RMS)

Level – Field Support

Reporting to – Quality Controller, Remote Monitoring System (RMS)

Purpose – RMS Field Support plays a pivotal role in ensuring the smooth operation and reliability of the Remote Monitoring System (RMS) by supporting the field team activities validating and resolution. This position requires a strong understanding of monitoring systems, good analytical skills, and a proactive approach to problem-solving. The Field Support team collaborates with cross-functional teams to address incidents promptly.

Key Roles & Responsibilities

  • Ensuring the CMS interprets the exact situation on site by doing proper site configurations and ATP on each site visit.
  • Support the client to ensure newly installed sites are moved to PAC.
  • Ensure proper Asset configuration is done on the site to mirror both the client’sequipment on Site and the RMS equipment.
  • Detecting issues on the system by logically and analytically checking through the Siteon CMS
  • Ensuring all Open tickets are well treated and properly resolved by the FSEs byconfirming equipment behavioral pattern for the next 24 hours.
  • Identify and investigate any discrepancies or issues detected during the sanity checksand create corresponding problem tickets.
  • Providing adequate support to FSE when required.
  • Ensure proper ticketing process is followed and maintained on all site visits.
  • Report properly all activities and incident report on the system after each SLA site visit.
  • Inform the client via mail and tickets of incidence report on their assets/powersolutions on site after each SLA site visit.
  • Validate the resolution of incidents and problems identified within the RMS, ensuringthat reported issues are effectively addressed and resolved.
  • Review incident and problem records to verify the accuracy of information,completeness of documentation, and effectiveness of resolution actions taken.
  • Responsible for root cause analysis (RCA) for RMS incidents, identifying underlying causes and contributing factors.
  • Work closely with cross-functional teams to develop and implement corrective and preventive actions to address root causes and prevent recurrence of issues.
  • Ensure that RCA findings and resolution actions are documented, tracked, and communicated effectively to stakeholders

Job-Specific Competencies

Functional

  • Strong Communication Skills
  • Data Analysis and Reporting
  • Use of MS Office Tools
  • Use of RMS Systems

Behavioural

  • Attention to Detail
  • Collaboration & Teamwork
  • Ability to multi-task
  • Ability to work under pressure

Organizational Competencies

  • Be Bold
  • Customer Focus
  • Innovation
  • Integrity

Experience & Qualifications Required

  • 1st degree in Electrical/Telecommunication Engineering/Computer Science or related
    discipline
  • 0 – 4 years related experience
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