Remote Monitoring Specialist at Sunrose Consulting

Our client specialises in a wide variety of steel fabrication and workshop services to suit any design or specification. From commercial and industrial to private industries and the public, the company has extensive knowledge and experience in the fabrication of various products such as Tanks, Platforms, Tubing frames, Hoppers, Chutes, Trolleys etc. the company is now seeking to recruit specialists for remote monitoring.

Reporting to the Technical Manager, you will provide customers and internal technical staff with technical assistance pertaining to the performance, operation, and maintenance of the company’s equipment on a 24-hour basis by being responsible for monitoring, diagnosing and analysing in-coming alarms; following established protocols for troubleshooting issues, escalating unresolved issues and initiating service dispatch; and defining ‘get it right the first time’ maintenance parts, tools, service guides and procedures for all equipment.

Essential Job Functions

• Use the company’s Remote Monitoring system to remotely monitor all equipment.
• Responsible for reporting malfunctions and irregularities to the customer and for ensuring that service issues are satisfactorily resolved.
• Proactively alert customers about problems
• Track alarm events utilising Tracker Technology and remote monitoring equipment; Escalate alarm events, and, initiate service dispatch.
• Document events thoroughly utilising appropriate software and system tools. 
• Monitor the case to ensure issue is being completed in a timely manner
• Receive feedback from field technicians on service resolution and adjust service guides as necessary
• Utilising remote technology, troubleshoots and commissions equipment
• Analyse collected data and report anomalies to identified source(s)
• Monitor service requirements for equipment on customer sites and recommend action to the appropriate operations manager
• Develop and maintain trouble shooting guide based on equipment alarm data trends
• Use the trouble shooting guide to direct appropriate personnel to efficiently handle equipment issue
• Participate in regular meetings with relevant departments to discuss ongoing trends

Job Qualifications/Skills & Knowledge

• Degree holder in a relevant course
• Minimum of 3 years’ relevant work experience
• Able to work independently and in a team atmosphere 
• Must be willing to work rotating shifts to support 24/7/365 business operations,
• Excellent phone etiquette and customer service skills
• Excellent customer service skills
• Skilled at communicating with various personnel at multiple levels
• Responding with a sense of urgency
• Ability to translate analytical data into useful information
• PC literacy in a Microsoft or ERP system environment