Essential Duties and Responsibilities:
Serves existing and new accounts by analyzing service orders, reviewing installation and service requirements, investigating complaints, conducting tests and resolving problems. Establishes service by studying system requirements, gathering components and parts, completing installations and performing acceptance tests. Maintains rapport with customers by examining complaints, identifying solutions, suggesting improved methods and techniques, and recommending systems improvements. Keeps personal equipment operational by following operating instructions, protecting from damage, troubleshooting breakdowns, maintaining supplies, performing preventative maintenance and calibration. Documents service and installation actions by accurately completing forms, reports, jobs, and records. Maintains customer confidentiality by keeping service information confidential. Operates vehicle in a safe manner, keeping the vehicle well maintained, organized and stocked. Identifies and escalates customer and product issues that need resolution to management. Supports the company’s quality management objective in addition to providing excellent customer service.

To perform the job successfully, an individual must demonstrate the following competencies:
Problem Solving – Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses intuition and experience to complement data; Designs work flows and procedures.
Technical Skills – Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others.
Customer Service – Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
Dependability – Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.
Quantity – Meets productivity standards; Completes work in timely manner; Strives to increase productivity; Works quickly.
Quality – Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.

Education/Experience:

• High school diploma, or equivalent certification
• 1-3 years of experience in the access control, alarms, and video surveillance industry
• 1-3 years electrical experience
• 1-3 years of experience pulling cable
• 1-3 years of customer service experience
• Alarm Agent License or an ability to obtain an Alarm Agent License
• Aerial / Scissor Lift Certification or an ability to obtain Aerial / Scissor Lift Certification
• Excellent driving record

Computer Skills: To perform this job successfully, an individual should have knowledge of Microsoft office, including word, excel and outlook; internet software and tablet skills.

Supervisory Responsibilities: This position has not supervisory responsibilities.

Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment can be loud.

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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include Close vision. While performing the duties of this Job, the employee is regularly required to climb ladders, walk, stoop, kneel, crouch, or crawl; use hands to finger, handle, or feel, talk and hear and reach with hands and arms.