Job closed
Ref: KP594-859
Job description / Role
• Ensure all work under your responsibility is completed within the agreed KPI/SLA
• Proactively progress updates for customers from the client’s squads, teams and contractors
• Understand customer issues and requirements and process all Service Requests in a timely manner, ensuring KPI/SLA are met
• Escalate any potential workflow issues to the Customer Service Supervisor and/or Engineer timeously
• Inspect the road facilities to ensure compliance with the client’s standard
• Carry out a Programme of planned and random inspections on customer sites and contractor sites to ensure all appropriate apparatus, for example, Grease Traps and Dewatering apparatus, is being used and maintained appropriately
• Undertake survey for illegal/non-approved network activity and incorrect use of DNO&M assets and take necessary steps within levels of authority to stop that activity, for example, effluent discharging
• Undertake all duties as required to ensure an effective monitoring programme is being carried out, for example, inspect premises and facilities, witness regular sampling to ensure quality, carry out random site audits
• Carry out additional site inspections related to repeat contacts, identifying the cause and submitting detailed reports and photographs with proposed solutions to resolve the issue
• Record and report inspections and outcomes in appropriate format i.e. EAMS, using correct systems, procedures and processes
• Ensure customers are aware of best practice and assist them with any additional needs to resolve/improve and ensure compliance
• Provide field based technical support when required
• Observe and feedback on progress of contractors in the field and pass information to the agreed Engineer
• Represent the Authority confidently, professionally and courteously on site when engaging with others operating on the client’s network
• Participate in an “On Call” escalation Rota to ensure response to customer complaints, Incidents and Emergencies
• Provide reports as required to support the Engineer to take the appropriate action
• Ensure adherence to Health and Safety Policy and Procedures and comply with all work instructions
• Capture necessary information from the client’s teams ensuring relevant client’s systems are updated in a timely manner
• Maintain awareness of recurring problems on the network and geographical boundaries to pick appropriate field resource to allocate work too
• Escalate customer issues where appropriate to ensure the best solutions for both the customer and the client
• Identify repeat contacts and ensure corrective action is taken to address and resolve the customer issue
• Liaise with stakeholders throughout the client where appropriate, using various channels of communication, to ensure customer needs are met
• Act as an ambassador for the client and deal with customers in a professional and courteous manner at all times
• Assist other colleagues where required and according to business needs
Requirements
• Minimum Bachelor’s Degree in Engineering/ Relevant Subject
• Education qualification obtained from North America, West Europe,
• Chartered Membership in relevant professional body (Chartered QA/QC Engineer) preferred and would be an advantage
• Physically fit to enter and work in confined spaces and the ability to undertake competency assessment to level required (essential)
• Current/valid Qatar Driving License would be an advantage
• Minimum of 5-10 years’ work experience in a similar position
• Experience of implementing and maintaining QMS to IS 9001standard
• Experience of working in a multidisciplinary Organization preferably in the Middle East
• Extensive knowledge of Health and Safety Policies and Procedures
• Knowledge of Microsoft Office Packages and in particular Microsoft Excel 2010
• Ability to communicate verbally and in writing in English is essential
• Ability to communicate verbally and in writing in Arabic is preferred
About the Company
Qatar Project Management (QPM) is an independent subsidiary of Barwa Real Estate Development Company that provides expertise in Project Management, Design Management, Construction Management, and Contract Administration together with other associated Project Management functions. Established in 2008, QPM is centralized platform for provision of Project Management services to Barwa and Qatari Diar as well as local and international markets. QPM provides these services through an in-house team of highly-skilled, motivated, and qualified professionals supported by state-of-the-art information technology and highly-effective Project Management systems.