Surveillance and Response Controller
Currently seeking a Surveillance and Response Controller for a leading tracking company based in Durban.
Duties & Responsibilities
ALERT (INCIDENT) MANAGEMENT
- All Alerts: Establish contact with the client, investigate the alert and resolve/refer/escalate accordingly.
- Attend to both General and Bureau alerts on the ERP Systems.
- Attend to all alerts within max 5-7min prior to alert escalation.
VEHICLE ENROLMENTS
- Enrol vehicles as per on-boarding document from KAS department when required.
- Vehicle recovery coordination.
- Coordination of stolen/hijacked vehicle recoveries with response teams.
- Assist with information for the compilation of recovery reports.
- Refer to Supervisor if situation indicates.
FAULT REPORTING
- Report technical faults to EOS Department.
- Report engineering faults to Engineering Department.
- Report account queries to KAS Department.
AUTOCAM ANALYSIS AND REPORTING
- Monitoring of incidents generated by the User Interface (UI) and viewing and analysing of the footage captured by the Autocams.
- Maintain the 24-hour Service Level Agreement in place with our AutoCam customers (next day reporting).
- All incidents reported on need to be verified to ensure the quality is suitable prior to distribution of footage to the customer.
- Screening of different camera views.
- Updates to the customer user matrix, ensuring that the contact details, including e-mail addresses, are correct.
- Ensure the daily activity report is completed and e-mailed to your supervisor by close of business each day.
- Screen AutoCam footage for specified offenses according to client specifications.
- Confirmations of flagged footage prior to submitting to client.
- Submitting surveillance footage to client.
AUTOFUEL
- Checking and validating all daily AutoFuel incidents and providing a report to the customer.
- Maintain the 24-hour Service Level Agreement in place with our AutoFuel customers (next day reporting).
- Ensure the correct data is received and the fuel sensors are working correctly.
- Provide courtesy calls to ensure the customer is receiving the best service and correct reports.
QUERY MANAGEMENT
- Attend to all customer queries as per Code of Practice for each specific query.
- Escalation of queries to relevant departments if required.
- Escalation of difficult/unique queries to Shift Supervisor when required.
REPORTS
- Reports done by Shift Supervisor.
- Assist with reports when required.
ADHOC ASSISTANCE TO SCHEDULING & KAS DEPARTMENTS
- Assist Scheduling Department with scheduling or re-scheduling bookings.
- Assist KAS Departments with enrolling of vehicles or as otherwise required.
- Assist with health checks on units.
DEPARTMENT MAINTENANCE & ADMINISTRATION
- Phone line test – 6 hourly.
- Speed verification report – 6 hourly.
Desired Experience & Qualification
Matric.
Excellent command of the English language; a second language would be advantageous (Afrikaans, Zulu, Xhosa, etc.).
Excellent attention to detail (emergency responder) and impeccable time management (shift work).
Package & Remuneration
Start Date: ASAP
R7,500 per month including a R1,000 shift allowance per month, which covers any shift that falls on a Sunday and/or Public Holiday. R500 medical aid contribution.
Hours: 12-hour shifts – 2 x day shifts, followed by 2 x night shifts, followed by 4 x days off.
Interested?
Please apply via PNET.
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