If you exhibit a “can do” attitude, take pride in taking care of the client and each other, and proactively seek solutions to resolve issues that may reside in the field then this is an ideal position for you.
Focus of this role is to troubleshoot, service and test systems to ensure they meet our standards and the client’s expectations.
What you would do in this role:
Hardware Troubleshooting
- Be aware and knowledgeable of job-site risks and how to prevent them to ensure safety for self and team.
- Help maintain the safety and cleanliness of SecurAlarm property; treat Securalarm vehicles with care; communicate repair needs immediately and maintain cleanliness at all times.
- Take pride in your appearance and surroundings; keep a clean and orderly job site and working environment; maintain SA’ professional image.
- Communicate opportunities for additional training needs to promote an ongoing commitment to a safe environment.
- Support complete system diagnostics and troubleshooting including field devices and their connections.
- Understand a client’s system and IT infrastructure (ex. network configuration, function, critical systems, etc.) and confidently troubleshoot as needed.
- Take decisive action and engage the Engineering and PM team to bring potential equipment issues to light during jobs.
- Consistently progress towards NICET II and FAST certifications within 2 years by fulfilling the Fire Alarm Specialty Technician apprenticeship program requirements.
- Support after hour client needs through the On Call rotation and adhere to the On Call Policy.
Ticket Resolution
- Plan ahead and schedule time to set yourself and team up for success; take time to understand the problem and client history; reach out to appropriate sources for additional information; anticipate material and equipment needs.
- Check in with the client before and after each service call.
- Take time to develop a personal connection with our clients in ways that are meaningful to them.
- Project a professional image while in the field by maintaining personal and equipment appearance to the highest of standards.
- Sedona arrival, departure, and travel times are entered in real-time according to the project/service ticket number and with the correct labor code to ensure accurate job costing.
- Each ticket worked on is clearly noted with steps taken, materials used, and next steps needed to set up others for success.
- Response to service dispatch requests or inquiries is required within the hour.
- Conversion/audit/inspection/upgrade checklists are filled out and 100% complete every time.
- Maintain accurate and detailed notations on service tickets and documentation as it pertain to making the client’s overall experience a success.
- Assist in SA’ efforts to maintain accurate inventory levels by returning unused parts to stock and completing the information on the appropriate sign-out sheets.
- Understand Service Agreements and Testing commitments, including the scope of work in those agreements.
- Resolve service requests and proactively seek solutions in anticipation of clients’ needs.
- Develop meaningful relationships with clients and team members
How you would stand out
- Balance high accuracy with efficiency
- Strength in record keeping
- Technical understanding of product lines
- Able to learn new products and technology
- Manage multiple priorities
- Quality communication – overcommunicate progress, needs, and changes to team members, partners, and clients to ensure all parties are in the loop and experience no surprises
- Resourcefulness - produce creative solutions to solve pain points and problems for clients; get satisfaction from solving mysteries through troubleshooting, research, root cause analysis, etc.
- Dedication & passion – be a champion of the SecurAlarm culture and fully invested in creating a phenomenal experience for clients and team members
Why Join Us?
We want to invest in your success!
SecurAlarm is a family business focused on supporting our team, building leaders, and promoting creative thinking to get things done. We invest in talent and create an environment for people to grow. Our entrepreneurial spirit is the energy that drives us to be a leader in integrated security solutions in West Michigan. Our dedication to providing comprehensive solutions for organizations' most significant risks has set us apart in the security industry. Come to work each day knowing that what you do matters and protects our clients so they can take care of business.
