Service Technician III (onsite)

About the position

The role of the Service Technician III is crucial in the installation, maintenance, and troubleshooting of security systems, ensuring the highest level of functionality and customer satisfaction within the Field Operations Department. The person in this role must provide world-class service to customers, colleagues, and communities. It requires a person of integrity, self-accountability, commitment to communicate openly and consistently, delivering results and having fun with laughter daily. In this role we want you to grow with us and deliver results as an exceptional Service Technician III as a part of the Field Operations Department. This job requires a person who remains professional, organized, collaborative, detail oriented and always delivers consistency.

Responsibilities

• Install, configure, and maintain security systems, including but not limited to access control, video surveillance, and intrusion detection systems.
• Conduct system upgrades and modifications to meet client requirements and industry standards.
• Collaborate with project teams to ensure successful implementation of security solutions.
• Identify and resolve technical issues promptly and efficiently.
• Conduct diagnostic tests and utilize troubleshooting tools to analyze system performance.
• Provide remote and on-site support to address client concerns and maintain system functionality.
• Interface directly with clients to understand their needs and address inquiries.
• Provide training and guidance to clients on system operation and maintenance.
• Build and maintain positive client relationships through effective communication and problem resolution.
• Maintain accurate and up-to-date documentation of all service activities, including service reports, equipment inventory, and configuration changes.
• Collaborate with the technical support team to contribute to knowledge bases and best practices.
• Ensure that all installations and services meet company and industry standards.
• Conduct regular quality checks and participate in quality improvement initiatives.
• Other duties assigned within reason of current role previously specified.

Requirements

• Minimum high school degree/GED required. Relevant trade certification preferred.
• Minimum of 8+ years of experience in the installation and maintenance of security systems.
• Experience with projects 100K min.
• 2 product-specific certifications helpful (Lenel S2, DMP, Avigilon, Milestone, CCure 9000, Software House, AMAG).
• Industry-specific certifications desired; must have or be able to obtain applicable state and/or local required industry licenses as required by state law.
• Configure basic networks, configure servers and workstations, applications and basic OS support.
• Should be able to communicate with Client Stakeholders.
• Perform site surveys/assessments, document detailed site information with part numbers, drawings, and PWS creation.
• Proficient construction skills and understanding of system plans.
• Excellent understanding of blueprints, design drawings including wiring and labeling methods, system wiring, wiring methods, and cable support installation.
• Very familiar with basic blueprints, schematics, manuals, and other specifications to determine installation procedures unassisted.
• Basic technical programming skills.
• Excellent customer focus and ability to work under pressure.
• Strong mechanical and electrical aptitude.
• Strong verbal, written and interpersonal communication skills.
• The colleague must frequently lift, push, or pull up to 25 pounds and occasionally lift, push or pull up to 100 pounds.
• The position may require Personal Protective Equipment (PPE) use such as safety glasses, hard hat, ear plugs, steel-toed shoes, or work boots, as required on job site.
• Strong construction with some level of electrical or a low voltage background.
• Experience in 2 or more of the following industries: electronic/electrical, fire alarm & life safety, data-cable installation and/or building automation.
• Intimate knowledge of field hardware.
• Full understanding and ability to read and understand design drawings, PWS, requirements docs, and typical.
• Understand Life Safety and building codes.

Benefits

• 10 Company Holidays and Paid Time Off starting at 13 days annually.
• Fun & Laughter Day Off.
• Medical, Dental & Vision Plan.
• Life insurance & Disability Plan.
• Wellness Program.
• 401K Matching Plan.
• Colleague Assistance Program.
• Tuition reimbursement.
• Competitive salary and compensation plan.
• Vehicle reimbursement plan or company vehicle.
• Corporate Social Responsibility Day.
• Cell phone reimbursement (if applicable).
• Paid parental leave.