Position Overview:
The Remote Monitoring Technician is responsible for remotely monitoring the company's fleet of equipment, identifying faults, diagnosing issues, and resolving problems wherever possible without the need for an engineer visit. The role focuses on delivering outstanding customer service, minimising equipment downtime, and ensuring issues are resolved efficiently through remote diagnostics, troubleshooting, and proactive communication.
Key Responsibilities:
· Continuously monitor the company's remote monitoring systems to identify equipment faults, alarms, and operational issues across the fleet.
· Carry out first-line fault finding and troubleshooting to determine the root cause of equipment problems.
· Resolve issues remotely wherever possible, aiming for first-time resolution rather than providing advice alone.
· Utilise telephone and video calls to support customers in diagnosing and resolving equipment issues quickly and effectively.
· Escalate unresolved or complex faults promptly to the appropriate department, including Breakdowns, Aftersales, Service Manager, Remote Monitoring Systems Manager, or Technical Director.
· Identify recurring or repeat faults and escalate trends for further investigation and long-term corrective action.
· Maintain regular communication with customer site teams, providing updates on equipment status, expected downtime, and engineer attendance where required.
· Respond promptly to customer requests, including remote configuration changes such as timer adjustments, quiet hour updates, and other system settings.
· Provide comprehensive handovers to colleagues at the end of each shift or working day to ensure continuity of service.
· Complete additional operational tasks following training, including:
o Daily fuel call logging.
o New installation check-in calls.
o Pre-hire asset inspections.
o Pre-sales technical support and job specification reviews.
· Record all customer interactions, diagnostics, actions taken, and outcomes accurately within the company's systems.
· Contribute ideas and feedback to improve products, services, internal processes, and customer experience.
· Maintain a professional, courteous, and customer-focused approach in all interactions via telephone, email, messaging platforms, video calls, and face-to-face meetings where required.
Key Skills & Experience:
Essential
· Strong problem-solving and analytical skills.
· Excellent communication and customer service abilities.
· Ability to diagnose technical issues using logical fault-finding techniques.
· Confident using computers, remote monitoring software, and Microsoft Office applications.
· Ability to prioritise workload and manage multiple tasks simultaneously.
· Strong attention to detail and accurate record keeping.
· Ability to remain calm under pressure while working in a fast-paced environment.
· Self-motivated with the ability to work independently and as part of a team.
Desirable
· Experience in a technical support, service desk, helpdesk, or remote diagnostics role.
· Knowledge of generators, temporary power equipment, electrical systems, or plant machinery.
· Experience using remote monitoring or telematics platforms.
· Understanding of mechanical or electrical fault diagnosis.
Core Competencies
Customer Focus
Delivers an excellent customer experience by responding promptly, communicating clearly, managing expectations, and taking ownership of issues through to resolution.
Technical Problem Solving
Applies logical fault-finding and troubleshooting techniques to identify root causes, resolve issues remotely where possible, and make informed decisions on when to escalate.
Communication & Collaboration
Communicates professionally and effectively with customers, colleagues, and stakeholders, sharing information clearly and working collaboratively to achieve the best outcomes.
Accountability & Continuous Improvement
Takes ownership of responsibilities, maintains accurate records, meets commitments, and actively identifies opportunities to improve processes, services, and customer experience.
Pay: $81,000.00 – $87,000.00 per year
Benefits:
Experience:
- Victron : 1 year (Preferred)
Work Location: Remote
