Job Details
Field Services Technician - National Coverage
Responsible for initial triage and solution identification for outages and other disruptions at Pro-Vigil customer sites. Responsible for helping clients install, repair and maintain equipment. Duties also include troubleshooting the equipment, advising the customer on how to use the equipment and building relationships with customers. This position will be a traveling technician covering a national footprint. The ideal candidate will live in a big city in the South to easily reach our customers. (Houston, Dallas, San Antonio, Jacksonville FL, Charlette NC, Nashville, TN, Raleigh, NC.)
ESSENTIAL FUNCTIONS
Reasonable Accommodation Statement
To accomplish this job successfully, an individual must be able to perform, with or without reasonable accommodation, each essential function satisfactorily. Reasonable accommodations may be made to help enable qualified individuals with disabilities to perform the essential functions.
Essential Functions Statement(s)
- Perform routine installation, maintenance (closing tickets), repair, and preventive maintenance on Pro-Vigil security systems
- Pre-Test Units prior to installation
- Remove units upon completion of a client's job
- Travel to customer sites to provide on-site service and repairs while providing the top-notch service for which Pro-Vigil is known
- Confer with Field Services Supervisor on open/completed jobs
- Provide exceptional customer service along with quality performance
- Maintain accurate records including daily ticket logs, keeping calendar updated, inventory management as required; properly record all required information on data devices and/or work orders
- Operate Company vehicles in a safe and responsible manner. Clean, maintain, stock, and secure assigned vehicle and equipment, in accordance with company policies
- Utilize and become proficient with tasks, tools, test equipment and information that will enhance business results
- Performs on-call duties and responsibilities as required of all field service technicians
- Perform other duties as requested by supervisor
POSITION QUALIFICATIONS
Competency Statement(s)
- Relationship Building Ability to effectively build relationships with customers and co-workers. Ability to tactfully approach others, react well under pressure, treat others with respect and consideration.
- Customer Oriented Ability to take care of the customers needs while following company procedures.
- Communication Ability to communicate effectively with others using the spoken word. Ability to write clearly and informatively. Present numerical data effectively. Ability to read and interpret written information.
- Problem Solving Identify and resolve problems promptly. Gather and analyze information and develop alternative solutions.
- Working Under Pressure - Ability to complete assigned tasks under stressful situations.
- Self-Confident - The trait of being comfortable in making decisions for oneself.
- Ethics Treat employees and customers with respect. Work with integrity and uphold organizational values.
- Accountability Ability to accept responsibility and account for own actions.
- Diversity Show respect and sensitivity for cultural differences. Promote a harassment-free environment and build a diverse workforce.
- Decision Making Ability to make critical decisions while following company procedures.
- Change Management Display original thinking and creativity. Develop innovative approaches and ideas and generate suggestions for improving work.
- Business Acumen Ability to grasp and understand business concepts and issues.
SKILLS & TECHNICAL ABILITIES
Education and Experience:
- High School Diploma or GED equivalent.
- Experience installing CCTV equipment including fixed cameras, PTZ cameras, network cabling, and alarm equipment (Desired but not required)
- Basic knowledge of electrical components including: Understanding of alternating and direct current, understanding voltage, amperage, resistance and the ability to use a multimeter
- Basic understanding of networking concepts: LAN / WAN, switches, routers and Internet Protocol
- Valid driver s license with a safe driving record
- Professional appearance
- Enhanced communication skills
- The ability to lift up to 60 lbs
- A sound troubleshooting thought process, high attention to detail and a customer-focused mentality.
- A self-starter who is career minded and motivated to advance within the organization
- Minimum one year experience as a Field Technician I
- Successfully completed IPVM - Camera Course certification within first nine months of employment
- Establish and maintain positive and collaborative working relationships with internal and external customers.
- Updates every ticket within SLA
- Completed inventory counts weekly
- Metrics
- CSAT
- Last Assignment to Resolution Time
- Repair Rate
- % Tickets Completed by Tech
- Thorough understanding of mobile troubleshooting with a minimal need for IT support on mobile tickets
- Performs job safely with respect to others, to property and to individual safety.
- Works effectively with others in the Company to encourage teamwork and productivity.
Computer Skills:
- Ability to use Pro-Vigil computer and software such as Microsoft (Excel, Word, Outlook, etc.) and G-Suite, required.
- Working knowledge of NetSuite, Salesforce, Zendesk and camera viewing platforms preferred
Other Requirements:
- No travel restrictions.
- Maintain a clean driving record for one year
- Enhanced communication skills
- Valid driver s license with a safe driving record
- Professional appearance
Other Requirements Physical Demands:
- This position requires extensive travel, up to 60% of the time
- This position requires that physical labor be completed at times for jobs
- Operating scissor lifts, booms and forklifts safely