Business Unit: Cubic Transportation Systems Company Details
When you join Cubic, you become part of a company that creates and delivers technology solutions in transportation to make people's lives easier by simplifying their daily journeys, and defense capabilities to help promote mission success and safety for those who serve their nation.
Led by our talented teams around the world, Cubic is committed to solving global issues through innovation and service to our customers and partners.
We have a top-tier portfolio of businesses, including Cubic Transportation Systems (CTS) and Cubic Defense (CD).
Explore more on Cubic.com.
Job Details
Job Summary: The Field Dispatch Coordinator is responsible for coordinating field technicians and other available resources for optimum efficiency in responding to customer requests and to contribute to the achievement for contractual KPI/SLA targets being achieved.
Essential Job Duties and Responsibilities
Work closely with the Field Services Supervisors to ensure productive coordination and dispatch of field services personnel
Schedule and dispatch field services personnel to appropriate locations in accordance with customer requests and needs, ensuring the agreed service level targets are maintained at all times
Ensure distribution of preventative maintenance jobs are done in line with monthly schedules and SLAs
Review and adjust scheduling as new requests are received to ensure SLAs are maintained
Prioritise all requests as per the SLA and log them into the IT Service Management (ITSM) system
Allocate requests to the appropriate 2nd and 3rd level support teams
Receive and respond to incoming calls, emails and faxes received from internal and external stakeholders in a prompt, professional and courteous manner.
Facilitate communication with customers as required keeping them informed of the progress of their request, notifying them of impending changes or agreed outages
Monitor progress of requests to ensure they are escalated in a timely manner to support Cubic's contractual service level targets.
Escalate to the Team Leader situations of significance or those that are not resolved in a timely manner, or requests in breach of agreed service level targets
Effectively liaise and engage in productive work relationships with other team members, supervisor, internal and external stakeholders
Ensure accuracy of data captured for fault management,



preventative maintenance and reporting in the Service Management Tool Exchange and share knowledge across all products
Work as a team member supporting the Operations team to ensure customer satisfaction
General Duties and Responsibilities
Comply with Cubic's Quality Management System
Comply with Cubic Occupational Health, Safety and Setting policies and procedures
Comply with security in accordance with established policies and procedures of the organisations
Comply with Cubic Human Resources Procedures
Other duties as requested
Minimum Job Requirements
Skills/Experience/Knowledge Essential:
At least 12 months previous experience in a dispatch coordination setting
Interpersonal skills, such as telephone skills, communication skills, active listening and customer focus
Typing skills to ensure quick and accurate entry of service request details
Strong technical awareness with the ability to match resources to technical issues appropriately
A good geographical knowledge of the service area (Sydney basin and surrounding districts)
Excellent customer service skills and well developed communication skills
Desirable:
Comprehensive computer and operating system knowledge and proficiency using Microsoft Office suite
Understanding of operations, first line maintenance of devices and cash collection procedures
Understanding of processes automated in Service Management Systems
Personal Qualities
Customer service focus
Excellent communication skills, both oral and written
The ability to effectively liaise with all levels of internal and external stakeholders
Excellent time management skills with the ability to multi-task
Self-motivated with the ability to work in a fast moving environment
High level of proficiency in written and verbal communication
Ability to stay focused and calm under pressure
Professional appearance, attitude and conduct
Professional and positive can-do attitude
Highly developed customer service skills evidenced in representing the organisation through courteous and professional dealings with all stakeholders




Ability to adapt to changes quickly in a services management environment
Condition of Employment
Successful outcome of a National Police Check
Worker Type
Employee
We are committed to creating an inclusive workplace and welcome applications from people of all backgrounds.
We do not discriminate based on any protected characteristic under applicable law.
Cubic creates and delivers technology solutions in transportation that make people's lives easier by simplifying their daily journeys, and defense capabilities that help promote mission success and safety for those who serve their nation.
Led by our talented teams around the world, Cubic is committed to solving global challenges through innovation and service to our customers and partners.
We have a top-tier portfolio of businesses, including Cubic Transportation Systems (CTS) and Cubic Defense (CD).
CTS is an industry-leading integrator of payment and information solutions and related services for intelligent travel applications.
CTS delivers integrated systems for transportation and traffic management, delivering tools for travelers to choose the smartest and easiest way to travel and pay for their journeys, and enabling transportation authorities and agencies to manage demand across the entire transportation network.
Cubic Defense provides networked Command, Control, Communications, Computers, Cyber, Intelligence, Surveillance and Reconnaissance (C5ISR) solutions, and live, virtual, constructive and game-based training solutions for both U.S. and Allied Forces.
These mission-inspired capabilities enable assured multi-domain access; converged digital intelligence; and superior readiness for defense, intelligence, security and commercial missions.
Cubic is proud to have a presence in over 60 countries and employ over 5,000 people worldwide.
We are committed to hiring and retaining a diverse workforce and are proud to be an Equal Opportunity/Affirmative Action-Employer.
We are committed to ensuring a workplace free of discrimination based on race, color, religion, age, disability, genetic information, sex, sexual orientation, gender identity, or national origin, military or veteran status, and any other basis protected by applicable law.
For more information on Equal Employment please visit: To learn more, visit Cubic.com.
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📌 Field Dispatch Coordinator (Sydney)
🏢 2094 Cubic Transportation Systems (Australia) Pty
📍 Sydney