Engineer Field Ops

SITA

WHAT YOU LL DO

• Allocate field resources, such as vehicles, tools, and equipment, ensuring that engineers are properly equipped for their assignments.
• Manage and optimize daily schedules for field engineers to ensure efficient resource utilization and timely job completion.
• Track the location and status of field engineers in real time to ensure job progress and address any delays or issues.
• Use dispatch software to optimize routes, minimizing travel time and fuel costs while improving service efficiency.
• Act as the central communication point between customers, field engineers, and internal teams, providing clear and timely updates, including service schedules.
• Prioritize service requests based on urgency, customer impact, and engineers' availability, ensuring that high-priority jobs are handled promptly.
• Handle unexpected issues, such as delays, customer cancellations, or equipment shortages, by making real-time adjustments to the schedule.
• Ensure that all service activities are accurately documented in the field service management system for tracking and reporting purposes.
• Monitor performance metrics, such as response time, job completion rate, and first-time fix rate, to ensure service quality.
• Strictly adhere to standard protocols and applicable rules and regulations.
• Provide administrative support to engineers by ensuring they have accurate schedules, job details, and required materials.
• Maintain accurate records of job assignments, schedule changes, and service outcomes for reporting and analysis purposes.

Qualifications

ABOUT YOUR SKILLS

• Bachelor s degree in Computer Science, Electronic Engineering, or an equivalent recognized IT qualification.
• Minimum 2 years' experience in onsite IT support, including incident support for items such as PCs, printers, and LAN/WAN equipment.
• Proven ability to deliver IT services to external customers in line with Service Level Agreements (SLAs).
• Proficiency in Field Service Management and Customer Relationship Management (CRM) tools.
• Strong data analysis skills to support technical decisions and reporting.
• Demonstrated strengths in time management, problem-solving, communication, and collaboration.
• Working knowledge of compliance, risk management, conflict resolution, and stakeholder engagement in IT service environments.

NICE-TO-HAVE

• Experience in the Airport or Airline industry.