Control Recovery Service Controller - #1097043

Primary Objective

To provide effective support for swift and safe recovery of breakdown or accident buses.

Major Responsibilities

• To register all bus problems reported and update the required information (e.g. Notification) accurately in the Company’s systems (e.g. CRS portal, BEAMS).

• To provide sound technical advice to bus captains on encountered bus problems with an intend to minimize trip disruption without compromise of safety.

• To prioritise recovery jobs / tasks, with priority to dispatch recovery team / tow contractor to scene immediately for urgent incident / case reported (e.g. passengers trapped in bus, major / serious accident that caused involved buses to be immobilized, bus on fire, wheel dislodged, immobilized buses along expressways / tunnels, immobilized buses obstructing normal flow of traffic, directed by DOCC etc).

• To deploy on the most expedient mode / mean of recovery.

• To be able to use CFMS (Common Fleet Management System) to track bus breakdown location and promptly dispatch recovery vehicle to scene.

• To activate tow contractor and / or crane services or workshop for heavy / complex recovery work when the need arises.

• To track recovery jobs / tasks until completion.

• To highlight cases with prolonged recovery (e.g. response time exceeded 2 hours) for action to be taken.

• To plan and optimize the available manpower and recovery vehicles to support CRS Operations.

• To ensure assignment and deployment of available manpower to attend to case are evenly distributed throughout the work shift (whenever possible).

• Communicate effectively and establish close contact with OCC Controller and Bus Captains when performing duties and provide good customer service.

• To use Bus Condition Monitoring System (e.g. Stratio) and Bus manufacturer’s telematics system to gain real-time visibility of diagnostic trouble codes or alert for critical systems and components.

• To record all the timings (dispatch time, traveling time, recovery time etc) accurately and to highlight cases with prolonged recovery (e.g. response time exceeded 2 hours) for action to be taken.

• To be able to use Company’s systems (e.g. CRS portal, BEAMS) to sieve out buses with frequent breakdowns and / or repeated faults, analyse the trend and to highlight for action to be taken.

• Adhere to CRS Standard Operating Procedures when instructing CRS Technicians and advising Bus Captains.

Requirements

• Nitec or Higher Nitec in Automotive Technology (Heavy Vehicle) and / or Certificate Level (WSQ) / Higher Certificate Level (WSQ) in Fleet Maintenance Management.

• Able to work in a fast-paced environment.

• Mature disposition, able to maintain calm and controlled and respond effectively to stressful or unpredictable situations.

• Must be able to perform shift work.

• No hearing impairment or colour vision deficiency.

• Minimum 3 to 5 years of relevant work experience.

• Understand the nature of bus operations and basic vehicle knowledge especially in the area of recovery and towing services.

• Proficient in Microsoft Office.

• Good command of English and Mandarin with ability to understand local dialects.

• Organized, responsive, good planning & coordination skills and quick-thinking.