Surveillance & Response Controller

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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