- Receive and answer all calls landing on the Bidvest FM Telephony system pertaining to the project within the specified SLA.
- Log and Dispatch generators into the field accordingly to the priority and impact. The Dispatcher is to use good judgment unless otherwise instructed by the Client facing supervisory Team or internal.
- Coordinate with the Field Force to ensure resources are scheduled effectively to the various disciplines within the field.
- Escalate any generator related issues that are out of the control of the Dispatch Centre to the Generator SPOC for his/her attention.
- Ensure that all generator activities are captured onto the ITSM tool for record keeping and reporting.
- Notify and escalate major incidents as per the fault handling and escalations procedures.
- Liaise with internal and external support teams toward fault resolution.
- Analyze and report on routine and ad hoc investigations.
- Compile a daily shift handover report which will be sent via email to incoming Generator Dispatcher.
- Stand-by requirements.
- Interface with Regional FSO specialists by providing updates on active tasks and general task enquiries.
- Ad Hoc service improvement and suggestion for the projects to be presented to higher management for their consideration.
- Report any unplanned absence from duty to the Team Leader / Shift Supervisor at least 2 hours before the start of shift.
- All Dispatchers will be required to:
- Drive task resolution by following up with Field resources on Work in Progress and enabling collaboration between stakeholders where required.
- Ensure that all tasks captured on the ITSM tool are updated periodically according to the feedback received from the Field Force or client.
- Drive task resolution for work-in-progress tasks by pro-actively liaising with the Field Force and fellow Team members to expedite resolution times and generator availability in the Field.
- Monitor Work Force / Fault Management System for new tasks pertaining to Low_Fuel alarms.
- Ensure that all Low_Fuel alarm tasks are actioned within the specified SLA and assigned to the responsible Field Force Teams to attend to.
- Monitor and vet the refueling schedule for the day prior assigning tasks to the Field Force.
- Reconcile the refueling schedule for the day against the generator refueled by the Field Force to identify and act on any missed refuels for the day.
- Handover any generators that were not attended to, to the incoming Generator Dispatcher to action.
- Telephonically engage with the Field Force for refueling tasks assigned to them to ensure they are informed of the scheduled time of refuel to avoid missed refuels which will in turn impact the SLA.
- Ensure WFM Task are always updated with latest relevant information pertaining to Work in Progress tasks.
- Initialize collaboration between internal and external stakeholders where and if required.
- All Gen Dispatchers will be required to make use of the tools at hand required to fulfill their job requirements
- WFM will be the only ITSM tool used by the Dispatcher to capture and record all incidents received from the client.
- IOT Commander will be access and used by the Dispatcher to monitor the generator fleet in the field including that of generators fuel levels, location, and environmental alarms.
- The Generator Dispatcher will then be required to act accordingly when using the tool.
- GERM will be used by all Dispatcher to monitor the static generator fleet in the Field.
