Controller Hillcrest

Surveillance and Response Controller

Currently seeking a Surveillance and Response Controller for a leading tracking company based in Durban.

Duties & Responsibilities

1. 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.
2. VEHICLE ENROLMENT
   • 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.
3. FAULT REPORTING
   • Report technical faults to EOS Department.
   • Report engineering faults to Engineering Department.
   • Report account queries to KAS Department.
4. 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 footage for offenses according to client specifications.
   • Ensure the daily activity report is completed and e-mailed to your supervisor by close of business each day.
5. 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.
6. 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.
7. REPORTS
   • Reports done by Shift Supervisor.
   • Assist with reports when required.
8. 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.
9. 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, per month including a R1, shift allowance per month, which covers any shift that falls on a Sunday and / or Public Holiday.
• R 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.