Service Specialist
Service Specialist
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Job Description
the Service Specialist will be responsible for assisting & coordinating the delivery of projects and services to FPCs clients in order to successfully fulfill the Scope of Work (SoW) outlined in the Agreement Proposal or Engagement Letter between FPC and its Client.
You will be responsible for providing first-level support and coordination for digital building systems IoT solution deployment and related smart building technologies. As part of the organisation you will manage solution deployment tickets incident tickets provide updates to stakeholders and ensure seamless communication across teams to support operational standards and drive excellence across client buildings.
In addition to client-facing roles and responsibilities Service Specialist is expected to be an active member of the Digital Buildings Services team to make a positive contribution to the development of the team and wider FPC business working effectively with all FPC colleagues to successfully deliver projects and support FPCs business objectives.
Key Responsibilities:
The responsibilities for this role include:
Delivery of non-technical and some technical (as training and knowledge allows) related project
coordinator services and projects for clients in accordance with the Proposal Scope of Work
(SoW) and/or Engagement Letter. Manage own workload communicating and escalating any issues to line manager accordingly
- Ticket Management
- Create manage and resolve incident tickets within the centralised ticketing system ensuring all issues are accurately documented with status diagnostics and resolution steps.
- Track ticket progress and ensure adherence to established response and resolution timelines.
- Conduct periodic ticket reviews to identify trends recurring issues and areas for improvement.
- Stakeholder Communication and Management
- Serve as the initial point of contact for internal stakeholders providing timely updates on incident progress issue status and expected resolution timelines.
- Proactively communicate with relevant teams vendors and clients to ensure alignment on priorities and expectations.
- Facilitate regular updates to stakeholders on overall system health critical incidents and ongoing support efforts.
- Coordination and Collaboration
- Act as a liaison between the Technical team on-site teams and external vendors to ensure streamlined coordination on issues system deployment maintenance and system updates.
- Collaborate with cross-functional teams to align on response strategies and share insights for continuous improvement.
- Participate in knowledge-sharing sessions and contribute to documentation to enhance team protocols and procedures.
- Excellent Project Reporting Risk and Issue Management and Communications Skills
- Coordinating on Project Reviews and Lessons Learnt activities to feed into Continual internal and external improvement
- Centralised System Monitoring and First-Level Support
- Monitor building management systems (BMS) IoT devices HVAC lighting and related infrastructure across multiple buildings.
- Provide first-level troubleshooting and diagnostics for system alerts and issues escalating complex problems to higher-level support teams as needed.
- Data Collection Reporting and Performance Insights
- Generate regular reports on ticket volume response times and system performance metrics for management review.
- Preventative Maintenance Support
- Support scheduled preventative maintenance activities tracking completion and ensuring compliance with the Client standards.
- FPC Responsibilities:
- Represent FPC in a professional manner internally and externally and achieve a high level of customer satisfaction for all work performed
- Be an effective Digital Building Services team member communicating with colleagues and working collectively to contribute to the development of Digital Buildings Services Group and the FPC business as a whole
- Report to line manager acting in accordance with their requests and direction and those of FPC management
- Manage own workload communicating and escalating any issues to line manager accordingly
- Act in accordance with all FPC employment policies and procedures including FPC Employee Handbook Health & Safety and Time and Expenses Reporting
- Carry out any other duties reasonably requested by FPC Management
Qualifications :
Qualifications & Requirements:
- Experience: 3-7 years in a technical support incident management or digital operations role ideally with experience in ticket management and stakeholder coordination. preferably in IoT Solutions Systems Integration related projects or related industries such as Architecture Design or Construction
- Education:Bachelors degree or certification in IT engineering building technology or a related field.
- Certifications: Basic IT support or BMS-related certifications (e.g. CompTIA A ITF or IoT certifications) are advantageous.
- Ticket and Incident Management: Proficiency with ticketing systems and a proven ability to track resolve and report on incidents efficiently.
- Stakeholder Management: Strong interpersonal skills to provide clear timely updates and manage expectations with internal and external stakeholders.
- Coordination and Communication: Excellent verbal and written communication skills to coordinate across multiple teams and communicate issue status effectively.
- Problem Solving: Strong diagnostic skills to identify and resolve minor issues and escalate as needed.
- Project Coordination: Excellent Project Reporting Risk and Issue Management and Communications SkillsCoordinating on Project Reviews and Lessons Learnt activities to feed into Continual internal and external improvement
- Attention to Detail: Accuracy in monitoring documentation and reporting for tracking and managing performance across multiple systems.
- Collaborative Mindset: Ability to work within a centralised team environment while coordinating with on-site and cross-functional teams to achieve high service standards.
- Competent using Google Suite and/or Microsoft Office software applications
Additional Information :
FPC Employee Benefits:
At FPC we offer a competitive salary and a comprehensive benefits package designed to reward your contributions and support your well-being.
At FPC were not just a companywere a thriving community where innovation flourishes ideas are celebrated and careers are shaped. When you join us you become part of a dynamic team that:
Shapes the Future: Work on groundbreaking projects that are redefining industries with sustainability cutting-edge technology and bold ambition.
Supports Your Growth: From leadership training to cross-functional collaboration we prioritize your professional development and empower you to explore new ideas take initiative and grow in your career.
Values Balance and Inclusion: We celebrate diversity foster collaboration and ensure every voice is heardwhile maintaining a strong commitment to work-life balance.
Creates Impact: Contribute to the delivery of iconic high-performance buildings and innovative solutions that have a lasting positive impact on the world.
Together well build tomorrows digital planetand youll be part of something truly extraordinary.
Remote Work :
No
Employment Type :
Full-time
Employment Type
Full-time
