Company Description
Come join us and make a difference in the world!
We’re NEC Software Solutions (part of global tech giant NEC Corporation). While you read this ad, our software is helping to dispatch ambulances, support families, keep trains on the move, locate missing people and even test the hearing of newborn babies.
Working with us, you’ll be helping our 3,000+ employees push the boundaries of what’s possible and support amazing public services.
We work with governments, hospitals, police forces, housing providers, local authorities and more. We help them pay financial support faster, speed up treatments for patients and respond to emergencies in the right way. The more we do, the more our customers can do for others. And together, we make a world of difference.
We’d love your help. And we’ll support you all the way.
Discover more at www.necsws.com
Job Description
The primary focus of the role is to support the radio team in the effective response to requests for service, Incident and Change management activities. There will be extensive liaison and communication with customer representatives to assist in the resolution of service related issues and inter-action with other supporting teams. Accurate and effective completion of service related documentation to ensure there is an accurate record of service related activities.
Responsibilities:
To lead, and motivate a team of support professionals to deliver excellent technical/non-technical support across RSS radio contracts with outstanding customer service and satisfaction.
To manage and support incident reporting to the contract SLM’s, as well as being a point of escalation for the Team and Customer at a local level, this will include:
- Ensure service delivery and provision of administration and technical resources in support of Capita radio contracts.
- Interaction with the customer and escalation point for issues at a local level within RSS.
- Be responsible for providing customer support and management of the contract KPI’s.
- Be the point of escalation for radio contract related issues to the customer.
- Be responsible for the processes of the contract delivery day to day, including processing of
- purchase orders, scheduling radio installation, test, audit and tracking of Customer radio terminals (vehicle installed terminals, desk mounted terminals and hand held terminals).
- Manage aspects of Technical Administration (TA) staff daily tasks and activities.
- Manage work scheduling and planning for TA’s and engineers in delivery of radio contract support.
- Responsible for incident monitoring on radio support contracts and escalation of issues and problems.
- Responsible for assisting TA’s in progression of incident resolution and/or escalation
- Assist the radio contracts Service Level Managers (SLM’s) in reporting of customer and contract related support issues.
- Provide assistance and support to the SLM in Customer meetings and service reviews.
- Provide regular reports to the Service Support Manager on radio contract delivery and performance.
- Liaise with the team engineers to ensure a consistent approach in delivery of all aspect of radio service support.
- Provide support to the Technical Administrator’s in delivery of Incident, Change and Configuration management across radio support contracts.
- The LSDM shall follow ISO 20000 best practice processes. Other Company specific processes can be found from the Document Management System on the company Intranet.
- Resolve daily issues of a complex scope that impact the team and overall business objectives.
- Manage Support Desk resources for optimal performance. This will consist of resource management for incoming customer inquiries, projects, administrative work and time allotted for holidays and paid/unpaid time off.
- Incident, Change and Problem management escalation point for RSS contract support at a local level.
Qualifications
Experience in the following technical areas is desirable.
- TETRA, Digital Radio and Analogue radio Network and National Airwave Services.
- Awareness of personal and vehicle used communication equipment including Voice, Data and AVL equipment used across the Emergency Services and Public Sector.
- Understanding of engineering diagnosis, repair and maintenance in support of radio and mobile communication systems. Including – DMR & TETRA Radio, Satnav’s, Radio base stations, RF equipment and PC based applications.
Additional Information
We pride ourselves in offering an excellent benefits package, including an above average pension scheme. When you join the team at NEC Software Solutions, you are provided with the following:
- Private Medical Cover funded by NEC for Employees (with the option to add family members at an additional cost)
- 25 days paid holiday with the option to buy/sell
- 4 x basic salary life assurance cover funded by NEC (with the option to increase cover at an additional cost)
- A Group Pension Plan with fantastic employer contributions up to a maximum of 8.5%
- A selection of flexible benefits to suit your individual needs
Candidates must be able to demonstrate a pre-existing right to work and travel within the UK. Documentary evidence will be required.
NEC Software Solutions is an equal opportunities employer, welcoming applications from all communities.
All offers are subject to satisfactory vetting and reference checks. All roles as standard undertake a Disclosure Barring Service (DBS) check, some roles may require additional vetting such as NPPV/MOD.
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