Call Center Operator - SLA

ADB SAFEGATE is a company that provides integrated solutions to airports, airlines, and ANSPs.

We are proud to be leading the way with innovative and smart Airside 4.0 solutions that turn airports into smart airports, with the ultimate goal of enhancing the passenger experience. Solutions include airfield lighting, power and control systems, airport and tower software, docking automation, apron management, and aftermarket services.

With over 1,400 employees and over 2,500 airports in over 175 countries, from the busiest and largest to the fastest-growing airports, ADB SAFEGATE is dedicated to making air travel safe, efficient, and environmentally friendly.

To learn more about ADB SAFEGATE and our innovative Airside 4.0 solutions, please visit our website at adbsafegate.com.

Mission
To be a single point of contact for coordination of the Preventive Maintenance (PM) and the Corrective Maintenance (CM) activities required for the safe and uninterrupted operation of the Airfield Lighting Control and Monitoring System.
Under the authority of the System Engineer, to manage the computer-Aided Facility Management System (CAFM) for planning, execution, and management of the Work Orders (WO) and to make the daily maintenance reports.
A key role in the interface, flow of information and documentation between ADB Safegate Team and the Customer, the AGL Service Provider (SP), the Air Traffic Control Department (ATC) as the interface with operation of the Airport and other Airport entities.

Job Description:
Coordination and dissemination all received information related to incidents in real time, accepting and informing about all fault requests, breakdown works, emergency calls, alarms, system failures, etc. within the Facility, pertaining to ALCMS/CCR/AGL systems/equipment.
Coordinate’s fault reporting and controls the issuing of work orders:
Fault Reporting & Work Order issuing
Communicate detected issues via VHF radio, telephone, and email to the relevant internal/external stakeholders.
Accurately record all inbound/outbound communications via event log.
Accurately Create, assign, and update work orders in CAFM system based on customer incident reports, system alarms and maintenance activities
Completes daily event log with fault reporting on a timely basis.
Checks with the field team that work orders have been completed and closes the work order in the CAFM system.
Work Coordination
Is assertive and able to give clear instructions to the technical team.
Able to accurately identify which personnel (including Sub-Contractors) is always working on the ALCMS/CCR’s and the precise locations.
ALCMS system operation
Check and record daily alarms from the ALCMS.
Monitoring of the ALCMS when required.
Coordinates with the AGL Service Provider (SP) for the planned PM/CM works.
Operating procedures
Completes daily event log with key events.
Collates information and prepares daily reports for the management/customer.
Participates in the 24/7 stand-by service to support emergencies callouts.
This position requires the job holder to work on shifts (morning/night) according to the schedule defined by the System Engineer.
Exercises the necessary care and caution in handling and/or operating vehicles, equipment and tools related to the performance of essential functions and follows airport specific safety policies/practices and adheres to responsibilities concerning safety, prevention, reporting and monitoring.
Business Skills
Adaptability to work in a multinational, multicultural environment.
Ability to communicate clearly, concisely, and effectively with individuals face-to-face, by phone or two-way radio and in writing.
Ability to work a non-traditional, flexible schedule to include work during evening hours, on weekends and holidays.
Ability to learn and apply emergency response procedures related to aircraft/facility incidents/accidents and the procedures for notifying regulating authorities.
Ability to always stay alert and aware to prevent injury or accidents.
Ability to act calmly in emergency situations or under pressure with minimal guidance or directions.
Ability to read and interpret maps, blueprints, diagrams, technical specifications, operational manuals, and regulatory publications.
Ability to effectively communicate via radio with the air traffic control tower and comply with related rules and regulations regarding vehicle usage inside airport movement and non-movement areas.
Ability to prepare detailed reports and submit recommendations for improved maintenance operations.
Ability to establish and maintain effective working relationships with associates and airport operator.
Knowledge of the principles, practices, methods, materials, and tools used in the maintenance, installation, repair, and modification of electrical systems.
Knowledge of the hazards and safety precautions associated with aircraft operations, high voltage airfield lighting systems

Qualifications: & IT Skills:
Certificate of Technical Education for Technicians or equivalent, with 3 years’ experience in comparable Services, knowledge in computer system operations and good communication skills.
Working knowledge of MS office tools (MS Project, MS office, …)
Computerized Maintenance Management System knowledge

Languages:
Very good English (written and oral) communications skills
Another language is an asset

What to learn more about working at ADB SAFEGATE then check out our Careers website
https://adbsafegate.com/about/career/