Operations Coordinator EU - Mission Critical

This is a remote position.

The Operations Coordinator is responsible for the daily monitoring, remote diagnosis, and management of live cameras in the Europe region. This role ensures the functionality and reliability of camera operations by performing remote diagnostics, scheduling site visits, managing support tickets, and providing daily reports to maintain regional transparency.

Key Responsibilities

1. Daily Monitoring and Remote Diagnosis:

• Check and record the status of offline cameras each morning.
  

• Perform remote diagnostics to identify issues such as SMS delivery, battery levels, network visibility, and VPN functionality.
  

• Post daily lists of offline cameras and their diagnostic results in the Europe Support channel.
  

2. Scenario Analysis and Troubleshooting:

Example Scenarios:

• Fullerton Cove Camera: Stable remote 4G connection, accessible NVR, likely a cable connection or camera issue.
  

• Mosman High School Camera 2: No remote 4G connection but SMS delivery works, likely a VPN issue.
  

• Marella Camera: Low battery voltage, indicating a potential solar panel issue requiring a site visit.
  

3. Daily Operations Meeting:

• Attend a daily morning online call with the Operations Director to discuss problems, solutions, and logistics.
  

• Plan site visits, hardware requirements, and availability for remote assistance.
  

4. Initial Configuration of Camera Kits:

• Complete initial remote configurations, ensuring a checklist is followed before task completion notification.
  

• Ensure recording, SIM card functionality, solar script, mobile connection, and cloud recordings are operational.
  

5. Reporting and Communication:

• Create and post daily offline camera reports in the Europe support channel.
  

• Schedule and coordinate required site visits, ensuring cost-efficiency by grouping visits in the same area.
  

• Communicate with contractors and clients about attendance times and personnel details.
  

6. Site Visit Coordination:

• Ensure contractors have the necessary hardware before site visits.
  

• Record results and costs of site visits in the CRM.
  

• Perform root cause analysis and report findings.
  

7. Hardware Management:

• Organise the return of hardware if required.
  

• Issue purchase orders as needed.
  

8. Performance Review:

• Review and assess the performance and costs of contractors used for site visits.
  

9. Proactive Problem Monitoring:

• Monitor issues proactively for early diagnosis and prevention.
  

• Maintain records for mobile numbers, solar scripts, battery levels, HDD/SSD mounting, and recording status.
  

10. Support Ticket Management:

• Respond to support tickets within one hour, updating the ticket creator on progress or completion.
  

11. Footage Requests Handling:

• Notify requesters of the availability of footage.
  

• Manage unreasonable footage requests by advising on the need for more accurate estimates.
  

• For extensive footage requests, arrange local attendance for NVR replacement or on-site download.
  

12. Daily Europe Support Meeting:

• Attend and report on daily tasks and designated tasks from the Operations Director or Director of Support.
  

Requirements

Qualifications:

• Proven experience in remote diagnostics and camera system support.
  

• Strong problem-solving skills with the ability to perform under pressure.
  

• Excellent communication skills for effective coordination with teams and clients.
  

• Proficiency in using CRM systems and support ticketing platforms.
  

• Technical knowledge of camera systems, VPNs, solar power systems, and network diagnostics.
  

Work Environment:

• Remote working capability with daily online meetings.
  

• Flexible schedule to accommodate daily monitoring and support tasks.
  

• Occasional site visits may be required for troubleshooting and hardware management.
  

This role is crucial for maintaining the operational integrity of camera systems across the Europe region, ensuring timely issue resolution and continuous support for all stakeholders.

Benefits

Why Join Evercam:

At Evercam, we are at the cutting edge of innovation in the construction technology landscape. Joining our team means being part of a visionary company where your skills and expertise will be valued and developed. We offer a dynamic, collaborative environment with the opportunity to work on high-impact projects that shape the future of construction.