Job Title
Control Room Operator
Job Description
Vanderlande’s JFK Team is responsible for the Operations and Maintenance of the Material Handling Systems at Terminal One. You are responsible for monitoring Baggage controls applications (VIBES High Level Controls Software) and IT systems. You manage the flow in the baggage system and adjust where needed (applying contingencies, reschedule and reassign flights and chute assignments, etc). You are responsible for finding and resolving system issues (incident management), researching problem solutions (problem management) and advising changes (change management) for operational systems. You will be in frequent contact with customers, partners, suppliers, your colleagues in the O&M team to ensure the baggage operations runs smoothly. The Vibes Support Specialist reports directly to the Operations Manager.
Essential Functions (Job Duties and Responsibilities):
- Monitoring the SCADA system to oversee the operation of the baggage handling system.
- Responding promptly to alarms, alerts, and system notifications to address issues and maintaining system performance.
- Coordinating with operation team, maintenance personnel, and relevant stakeholders to resolve operational issues and minimize downtime.
- Following and making preparation for preventive maintenance tasks and assist maintenance teams.
- Generating reports on system performance, incidents, and maintenance activities.
- Implementing operational procedures and protocols to optimize the efficiency of baggage handling operations
- Work with customers and colleagues to guide daily operations using high-level controls software.
- Acts as a single point of contact and initial level for all operational issues and customers’ requests
- Communicate system disruptions to customers and stakeholders – explain problems, provide solutions, initiate contingency protocols, reschedule flights/bags and reroute in system, collect and log information (ITSM tools and/or CMMS systems),
- Initiate incident management ITIL process in case of issues; handle first level incidents, and manage escalation to remote helpdesk
- Research system issues by analyzing processes and data, innovate new solutions and prevent future disruptions.
- Manage routing and functional escalation to other support teams (f.e. based in Atlanta, Canada or Europe or provide by third party suppliers), including escalation in case of major incidents.
- Clearly report to our customer and stakeholders on the status of the system and BHS operations according to the service level agreements with support of the operations manager.
- Work with customers and colleagues to guide daily operations using high-level controls system (VIBES)
- Resolving hardware and software faults whist minimizing operational disturbances. Set up and maintain back-up and recovery procedures
- trial contingency plans on a regular basis with the support of the IT Engineer
- Proactively monitor IT infrastructure and applications.
- Alert maintenance personnel through radio communications of faults or failures and dispatch them to the appropriate location.
- Monitor system status, balancing, statistical reports, and make-up assignments for the user airlines.
- Daily coordination with TSA, CBRA and OSR staff as required to maintain system operational status.
- Analysis of existing CBIS/BHS and MSC BHS faults, developing remedial action plans and providing reports to the O&M Manager regarding the overall cause of system faults.
- Make BHS operational decisions, initiating and coordinating implementation of any backup/fallback procedures necessary to facilitate continued operations (e.g., choosing alternative routings via reversible conveyors, initiating use of fallback tags, coordination with user airlines, etc.).
- Ensure smooth daily start-ups by reviewing start-up check lists and procedures
- Determine/coordinate configuration changes to bypass off-service conveyor
- Report and track service calls and technical issues internally
- Generate and distribute work orders thru CMMS system, including closing completed work order
- Generate weekly and monthly reports
- Perform regular Preventative Maintenance (PM) of Control Room equipment
- Determines sequence and approach with little assistance
- Carries out a variety of control room activities with little assistance
- Communicates regularly with customers and technicians over the phone and radio
Required Education and Experience:
- Bachelor’s degree in relevant study (logistics, IT, industrial or computer engineering)
- Affinity with intralogistics and operational environments, preferably a background in automated handling systems, the capital goods industry and/or system integration business (warehouses, logistics, airports baggage handling systems).
- Experienced in managing 24/7 mission critical systems in complex IT environments.
- No Minimum relevant work experience
- Excellent communication skills, experience working in a customer service role.
- Willingness and ability to work an ongoing shift schedule of 8-hour shifts covering 24/7 operations.
- Team player, adaptable and willing to broaden skills outside core skillset.
- Experience in database management (preferably oracle/WebLogic)
- Knowledge of operation systems (Windows, Linux, Unix)
- Willing to travel occasionally internationally
Other Requirements:
Must be able to attain and sustain an Airport I.D. Badge
Preferred Qualifications:
- Bachelor’s Degree in Operations or Engineering preferred
- Airport and Warehouse Operations experience
- Conveyor services or material handling services experience
Knowledge-Skills-Abilities (Competencies):
- Exceptional communication skills and customer service orientation.
- Ability to work under pressure on mission critical systems.
- Good knowledge of IT infrastructure (i.e. network: technology/protocol, hardware: server/client)
- Good knowledge of baggage operational processes and high-level controls applications
- Strong analytical and problem-solving capabilities.
- Good knowledge of complex electromechanical systems
- Experience in manipulation and extracting of log files and information from several sources.
- Good understanding of underlying technologies hosting applications, databases, application servers, web servers, client installations.
- ITIL foundation v3 or v4 certification a plus.
Position Type/Expected Hours of Work:
This is a full-time position. Schedule is driven by the needs of the operation. May be required to work nights and weekends.
Travel:
This position requires 20% of travel occasionally (specifically a trip within the first months to Canada). Needs to have a passport
Supervisory Responsibility:
This position has no supervisory responsibilities.
Work Environment and Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this Job, the employee is regularly required to sit; use hands to handle or feel and talk or hear. The employee is frequently required to reach with hands and arms. The employee is occasionally required to stand; walk and stoop, kneel, crouch, or crawl. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.
Alternative or combined skills in understanding, counseling, and/or influencing people are important in achieving job objectives, causing action, understanding others, or changing behavior; and, skills of persuasiveness or assertiveness, as well as sensitivity to the point of view of others.
While performing the duties of this job, the employee is frequently exposed the baggage handling system, mechanical parts and vibration. The noise level in the work environment and job sites can be loud.
Other Duties:
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
This is a full-time, exempt position, eligible to receive a salary and to participate in an annual performance bonus program. The salary range listed represents the maximum and minimum starting base pay for this position as of the time of posting. Final salary offered will be determined based on factors including but not limited to the candidate's skills and experience. The annual performance bonus program is preset and not candidate-dependent.
Salary:
$25.00 - $33.00
Vanderlande offers a variety of Benefits such as:
- Full-time (40 hours a week) Effective 1st day of employment.
- Health insurance (Medical, Dental, Vision)
- Paid Time off
- We offer a 4/10 schedule – that means you’ll work four 10-hour days and have three days off every week
- Vanderlande offers free Short-Term Disability, Long-Term Disability, Basic Life Insurance and
- AD&D and an Employee Assistance program.
