Position Overview:
Access Service Technician reports directly to the Service Manager.
Responsibilities include; but are not limited to, Project Management, programming access control and video systems, troubleshooting, assisting installation with the successful completion of all jobs and assist Service Technicians as expertise allows.
This position involves extensive customer interaction.
Analyze in coming calls to reduceImprove analyzing calls as they come in to reduce inefficient tech dispatching.Provide expertise and assistance to Service TechsTake the lead to ensure the proper steps are followed for all National Accounts jobs and Service.Lead technical support for customer inquiries and troubleshooting issues.Be pro-active in develop strong expertise in with major lines we install and servicePM jobs and schedule service ticketsPeriodically review workloads with manager to ensure efficiency and completionKeep customer and sales apprised of service call status at any given time.Responsible for managing and providing detailed reporting and tracking of Cage Stock.Dispatch Technicians, and Sub Contractors based on priorities and geographic location.Make regular scheduled on-site visits to customer to be pro-active and to determine potential needsAssist with System UpgradesComplete tests of all new products in TPB "field environment" to ensure all parts operate as described, integrate as expected and to define installation and test procedures for Technicians.Define and procedural operating instructions and parameters for customersProgram system using standards with the objective of making the system understandable vs. making devices operate.Work with client IT departments and management to help coordinate needs from that end for a successful project completionSchedule appointments for repairs, system upgrades and new sales within customer time constraints.Complete and turn in paperwork timely (example: vehicle log, time sheets, service tickets etc.
)Daily communications with Service Manager on delays, requirements and general status of jobsEnsure complete closeout and turnover of programming guides, licensing information and sign-offs to the client and Database Administrator as requiredSchedule appointments for repairs and system upgrades, new sales, must coordinate with customer time constraints.Ability to train - Administrator - level for customers on access and video systemsWork with manufacturers to match customer's needs with best version and platformTrain customer on operation of system in an understandable manner Basic Qualifications: High School Diploma3+ years of industry experience with emphasis on computer software operations1 year of hardware experience with electronic trouble shooting, setup and maintenance Preferred Qualifications: Manufacturer certification or product knowledge with: CCure, Amag, Genetec, S2, Alarm.com, EST, DMP and Connect One Physical Requirements: Able to sit for extensive periods of time working on computer and phoneAble to sit and stand in varying intervals throughout workdayAble to lift and carry maximum of 50lbs (occasionally).Must be able to see, hear, speak and write clearly in order to communicate with employees and/or other customers; manual dexterity required for occasional reaching, climbing and lifting of objects, and operating power tools and office equipment. Capability and Skill Requirements: Self-Motivated, and takes a positive attitude.Ability to meet multiple deadlinesExcellent Multitasking capabilitiesStrong problem-solving aptitudeAbility to prioritize work independentlyProfessional work ethicAbility to work with all levels of personnelTakes initiativeFlexible and ability to adapt
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant.
However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.
41 CFR 60-1.35(c)