Service Specialist
Service Specialist
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Job Description
Service Specialist (Frankfurt)
Role Summary
Under general supervision this position is responsible for providing customer and technical support for installed systems that may be moderately complex. Services and supports existing customers by responding to service calls carrying out Customer Support Programs and small projects business. Scope of work includes technical assistance systems checkout of new and existing installations troubleshooting and maintenance and repair routines associated with installed Security Systems and the installation of small or less complex projects.
Job Responsibilities
Responds to a variety of customer service calls scheduled maintenance calls and emergency and afterhours calls on a timely basis; will diagnose troubleshoot repair and debug a variety of systems for more complicated problems; installs projects as necessary
Identifies and resolves problems for most types of service calls including emergency calls; analyzes repair requirements and provides customer with appropriate solutions; completes necessary repairs and replacements as needed; exercises judgment in selecting methods techniques and evaluation criterion for obtaining results may require originality and ingenuity in some situations
Completes accurate and detailed service reports for customer and company to allow for accurate invoicing and job cost tracking
Acts as the customer s best service provider at all times thereby ensuring the company is the customer s first choice for service
Executes all service calls in accordance with Federal State and local regulations as well as company health and safety policies and procedures
Uses welldeveloped troubleshooting skills to isolate and fix problems in malfunctioning equipment or software
Provides technical support to end users and field labour when applicable
Seeks technical guidance from more experienced staff for difficult and unusual situations
Using technical knowledge skills and experience may act as mentor for less experienced staff; may supervise workers in testing tuning and adjusting equipment to obtain optimum operating performance
Keeps up to date and informed on all company products services and policies
Presents a professional image of the company at all times in appearance and behaviour and seeks opportunities to promote the services offered by the company
Communicates with and works with other team members consistently to improve overall operations of the technology centre and company
Perform other duties and responsibilities as requested or required
Skills Required
Exceptional customer focus and ability to work under pressure; ability to maintain awareness of and seek to meet the needs and wants of the customer without being prompted
Solid technical skills and experience related to electronic security building automation systems or fire alarm systems
Solid programming skills and proven ability to troubleshoot problems and look for solutions
Must be a selfstarter and work well with general supervision
Strong mechanical and electrical aptitude (e.g. works with a variety of hand and power tools such as drill screwdriver wire stripper hacksaw crimper)
Frequent visits to jobsites are required; minimal overnight travel is required; valid driver s license required
Strong verbal written and interpersonal communication skills
Solid organizational skills and the ability to handle multiple service needs simultaneously
Proficient computer skills including familiarity with MS Office applications (Outlook Word Excel)
Education Requirements
City and Guilds / ONC / HNC in Electronics or Electrical Engineering preferred or relevant trade designation (e.g. Electrician)
Experience Required
Minimum of two years of previous security systems field service experience required
Experience in two or more of the following systems: C Cure 9000 CEM AC2000 Cardax Genetec S2 Lenel OnGuard Casi Picture Perfect Honeywell Winpak or Prowatch
Certifications
Productspecific certifications required
Industryspecific certifications and/or licenses required
Protective Clothing Required
The position may require Personal Protective Equipment (PPE) such as safety glasses steeltoed shoes or work boots etc.
Physical Demands
While performing the duties of this job the colleague is frequently required to sit stand walk talk or hear; uses hands to finger handle or touch objects or controls. On occasion the colleague may be required to climb and work in high places stoop bend or reach above the shoulders. Position may also require work in confined spaces and exposure to different types of outdoor weather conditions. Risk of electrical shock and/or radiation is present.
The colleague must frequently lift push or pull up to 25 pounds and occasionally lift push or pull up to 100 pounds. Specific vision abilities required by this job include close vision distance vision colour vision peripheral vision depth perception and ability to adjust focus.
Work Environment
The position is a field position. The colleague regularly performs local workrelated travel and minimal longdistance travel.
The above statements reflect the general details necessary to describe the principal functions of the occupation described and shall not be construed as a detailed description of all the work requirements that may be inherent in the occupation.
Employment Type
Full Time
