Service Support Specialist (Access Control And Cctv)

Position Overview:

Service Technical Specialist 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 reduce
• Improve analyzing calls as they come in to reduce inefficient tech dispatching.
• Provide expertise and assistance to Service Techs
• Take 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 service
• PM jobs and schedule service tickets
• Periodically review workloads with manager to ensure efficiency and completion
• Keep 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 needs
• Assist with System Upgrades
• Complete 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 customers
• Program 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 completion
• Schedule 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 jobs
• Ensure complete closeout and turnover of programming guides, licensing information and sign-offs to the client and Database Administrator as required
• Schedule 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 systems
• Work with manufacturers to match customer’s needs with best version and platform
• Train customer on operation of system in an understandable manner

Basic Qualifications:

• High School Diploma
• 3+ years of industry experience with emphasis on computer software operations
• 1 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 phone
• Able to sit and stand in varying intervals throughout workday
• Able 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 deadlines
• Excellent Multitasking capabilities
• Strong problem-solving aptitude
• Ability to prioritize work independently
• Professional work ethic
• Ability to work with all levels of personnel
• Takes initiative
• Flexible and ability to adapt

Disclaimer:  This job description should not be construed to imply that these requirements are the exclusive standards of the position.  Incumbents will follow any other instructions, and perform any other related duties, as may be required.  The employer has the right to revise this job description at any time.  The job description is not construed as a contract for employment.

Pavion is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.