Command Center Engineer (Specialized in GPS)

JOB ROLE:

This position is required to manage a team of fleet controllers to perform 24x7 command center duties.

This role shall lead our command center work activities involving monitoring of all 24x7 GPS systems operation, work order management and the proper flow of system alerts, event notifications, traffic violations and reports.

Receiving incoming requests and claims from customer and directing them to coworkers and performing emergency escalation and reporting management.

Coordinating with service provider technical team to perform system inspections, hardware/software installations/emergency repairs and emergency management with an aim to achieve a 100% facility uptime for our data center operations.

             Work requires strong formal conduct of operations skills,                         technical expertise, personal accountability, and flawless                         execution of work activities commensurate with a highly                        critical environment and associated expectations for exceptional              customer satisfaction and confidence.

             ESSENTIAL JOB FUNCTIONS:

Supervise and manage a team of GPS fleet controllers including setting work priorities for staff execution, shift staffing, training, personnel development, and performance reviews.

Ensures that staff are properly trained and qualified for their assigned responsibilities and associated work in a critical environment, including full implementation and strict adherence to our Command Center Policies, Standards and Processes.

Have good understanding of all associated Command Center systems.

Responsible for manning and monitoring of all Command Centre Systems including GPS Tracking System, Shipment Monitoring System, Live Data Logger Temperature Monitoring System, and Fuel Management System.

Responsible for continuously monitoring and surveilling various data sources, systems, and processes and keeping a close eye on GPS real-time information and indicators to maintain situational awareness and identify any potential issues or threats.

Facilitate effective coordination and communication among different stakeholders. Act as a central point of contact and relay information between fleet controllers, fleet planners, operation supervisors, transport managers, and other relevant parties. Ensure that all parties have access to timely and accurate information for effective decision-making and operational coordination.

Generate staffing schedules which are aligned to system violations reporting, call volume, productivity and operational objectives.

Perform routine reporting and analysis of Command Center performance and GPS tracking system performance.

Efficiently utilizes available resources to ensure continuous smooth operation of the command center.

Maintaining Command Center Infrastructure and ensuring all hardware and software components function optimally.

Responsible for ensuring the proper functioning and maintenance of the systems, equipment, hardware and software used in the center. Conduct regular checks, troubleshoot issues, and coordinate repairs or upgrades to maintain operational efficiency.

Training command center personnel, developing standard operating procedures, and documenting protocols. Ensuring that all staff members are well-trained on center operations, data analysis techniques, and emergency response procedures.

Assist and provide coaching to direct reports with day-to-day command center responsibilities, while maintaining effective relationships with our business partners