17 Dec Quality Controller, Remote Monitoring System (RMS)
Level – Mid Management
Reporting To – Quality Control Manager, Remote Monitoring System (RMS)
Purpose – Manage the Field Support team, testing and administration of systems, tools users for efficient monitoring and reporting of performance.
Key Roles & Responsibilities
- Supervise the Field support team and tools experts on an ongoing basis through
assignment of tasks, review of work outputs, and feedback on individual and group
performance. - Oversee final acceptance process for telemetry improvement.
- Monitor systems performance and analyze readings/ reports on systems.
- Regular training of Field support team on new and existing Processes/Configurations
on the system as they are being updated. - Detect and identify irregularities and snag patterns.
- Aiming to achieve 100% site functionality and 0 count of Open tickets after each site
visit by confirming proper site configurations and checks during each site visit. - Ensure that processes and procedures are correctly implemented.
- Act as technical support for the FS and provide informed solutions as the need arises.
- Following through with Rejected or Re-opened Tickets by the Clients and ensuring
their resolution. - Liaise with the Operation team to resolve technical issues encountered on site by the
FSEs. - Respond to the client’s queries and questions about the events that might have
occurred during a site visit in a professional manner. - Acts as Tier 2 support the client in understanding ticketing processes and site
configurations when they work with L1 FSEs. - Rigorously manage scope to ensure commitments are achieved within agreed time,
cost and quality parameters. - Perform other tasks and duties assigned by HOD, RMS.
Job-Specific Competencies
Functional:
- Network Monitoring/Availability
- Must have work Experience as a Field Support (FS)
- Complaints Management
- Strong Communication Skills
- Data Analysis and Reporting
- End User support
- Use of MS Office Tools
- Use of RMS Systems
Behavioral:
- Attention to Detail
- Collaboration & Teamwork
- Ability to multi-task
- Ability to work under pressure
OrganizationalCompetencies
- Be Bold
- Customer Focus
- Innovation
- Integrity
Experience & Qualifications Required
- Bachelor’s degree in electrical/Telecommunication Engineering/Computer Science or
related discipline - 2 – 10 years related experience of telemetry systems, sensor technologies
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