Grant Phillips

Primary Duties and Responsibilities Technical Support (but not limited to):

• Investigate and resolve reported issues, including compiling additional information and engaging with the advanced support and development teams.
• Take appropriate steps to bring any open support cases to resolution in a timely manner.
• Analyze case problems, distinguish if it's a product defect or product enhancement requirement.
• Perform diagnostics and attempt to resolve remotely (over-the-air).
• Provide clear instructions for issue resolution to field based technicians and any associated equipment required for maintenance.
• Provide Technical support to customers and Dealers/Partner Technicians. Provide 2nd Line Technical Support to the Commissioning Help Desk.
• Provide support for key services, specifically but not exclusively HOS and ELD.
• Work with tech teams to evaluate and prioritize complex product defects, help to identify causes and derive resolutions.
• Develop product/system knowledge bases and FAQs for reference purposes.
• Database Administration
• Create/administer Drivers
• Decommission Drivers and Vehicles
• Maintain correct naming conventions
• Transfer vehicles across databases and sites
• Setup notifications and alerts
• Submit configuration change requests to Technical Internal
• Facilitated smooth escalation processes by liaising between Tier 1 Analysts and higher-level support personnel when necessary
• Responded to customer inquiries and provided technical assistance over phone and in person
• Created user accounts and assigned permissions
• Configured and tested new software and hardware

• Stage set-up
• Transporting sets to and from venues
• Allocating proper bays for striking (break-down/storing) of sets
• Storage of sets
• Administration

• Edge Telematics -
• Monitoring of all safety alerts on 1200 + Vehicles
• Route Monitoring
• Critical event alert escalations
• Incident report compiling
• Health Check on vehicles
• SIMcontrol
• Activating and deactivating tags
• Maintaining customer client relationship
• Fuel Monitoring
• Camera checks
• Driver checks
• Managed shift schedules effectively to ensure optimal coverage during peak operating hours, maintaining seamless 24/7 operation
• Collaborated with team members to improve overall control center performance, resulting in increased productivity
• Developed comprehensive training programs for new operators, ensuring adherence to strict industry standards and best practices
• Identified potential risks and vulnerabilities through thorough analysis of control center operations

• Duties at Viewmetrics - Controller/Super, Monitoring of all safety alerts on 2000+ vehicles
• Route Monitoring
• Critical event alert escalations
• Inicident report compiling
• Expeditor Roster Planning
• Training
• 2IC to Shift Supervisor
• Maintaining customer client relationship
• Improvement Innitiatives
• Problem solving - Late departures, Late deliveries, vehicle issues
• Team Motivation
• Critical Events handling
• Controller reports review
• Incident report filling (Electronic)
• Delegate task to Expeditor Teams
• Established clear performance metrics for the team which helped in tracking progress towards set targets effectively
• Optimized resource allocation by analyzing team member skills and project requirements, resulting in increased efficiency
• Increased customer satisfaction by ensuring timely completion of projects and adherence to high-quality standards

• Duties at, Stage set-up
• General Administration
• Resolving customer queries
• Logistical Planning
• Manage event strikes and strike downs
• Stock Control Recon
• Delegating task across the teams
• Warehouse space allocations
• Management of location clean-up after events
• Review set-up to customer expectation

• At Field Innovation
• Data Capturing
• General Administration
• Customer service
• Problem solving
• Responding to email queries (Client)
• Maintaining a structured adhoc system