FIELD Service Technician- (Olympia Washington

Field Service Technician

Responsible for initial triage and solution identification for outages and other disruptions at Pro-Vigil installations. Responsible for helping clients install, repair, and maintain equipment. Duties also include troubleshooting equipment, advising customers on its use, and building customer relationships.

Essential Functions:

• Perform routine installation, maintenance (closing tickets), repair, and preventive maintenance on Pro-Vigil security systems.
• Pre-test units before installation.
• Remove units upon completion of a job.
• Travel to customer sites to provide on-site service and repairs while providing the Best In Class Customer Service for which Pro-Vigil is known.
• Partner with Sales Reps on work status.
• Work closely with leadership on open/completed jobs.
• Provide exceptional customer service along with quality performance.
• Properly record all required information on data devices and/or work orders.
• Operate Company vehicles safely and responsibly. 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.
• Perform on-call duties and responsibilities as required of all field service technicians.
• Establish and maintain positive and collaborative working relationships with internal and external customers.
• Update every ticket within SLA.
• Complete 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.
• Perform job safely with respect to others, to property, and to individual safety.
• Works effectively with others in the Company to encourage teamwork and productivity.
• Perform other duties as requested by the supervisor.

Position

Qualifications:

• Customer Oriented
  - Ability to take care of the customers' needs while following company procedures.
• Communication, Oral
  - Ability to communicate effectively with others using the spoken word.
• Accountability
  - Ability to accept responsibility and account for his/her actions.
• Working Under Pressure
  - Ability to complete assigned tasks under stressful situations.
• Self-Confident
  - The trait of being comfortable in making decisions for oneself.
• Decision Making
  - Ability to make critical decisions while following company procedures.
• Coaching and Development
  - Ability to provide guidance and feedback to help others strengthen specific knowledge/skill areas.
• Change Management
  - Ability to encourage others to seek opportunities for different and innovative approaches to addressing problems and opportunities.

Skills & Abilities:

• Education:
  
  High School diploma or GED equivalent.
• Experience:
  
  Minimum one year of experience as a Field Technician I
• Experience installing CCTV equipment, including fixed cameras, PTZ cameras, network and BNC cabling, and alarm equipment (Desired but not required).
• A sound troubleshooting thought process, close attention to detail, and a customer-focused mentality.
• A self-starter who is career-minded and motivated to advance within the organization
• Computer
  
  Skills:
  
  Ability to use Pro-Vigil computer and software such as Microsoft (Excel, Word, Outlook, etc.) and G-Suite, required.
• Knowledge of Net Suite, Salesforce, Zendesk, and camera viewing platforms preferred.

Other Requirements:

• No travel restrictions.
• Able to pass a background check
• Maintains a clean driving record for one year
• Successfully completed IPVM
  - Camera Course certification within the first nine months of employment
• Enhanced communication skills
• Valid driver's license with a safe driving record
• Professional appearance

Physical Demands:

• Lift/Carry F
• Stand F
• Walk F
• Sit F
• Manually Manipulate F
• Grasp F
• Reach Outward F
• Reach Above Shoulder F
• Speak F
• Climb N
• Crawl O
• Bend F
• 60-75 lbs O
• Push/Pull 60-75 lbs O

This position requires extensive travel, up to 60%-70% of the time for Regional Technicians and 100% for Travel Technicians. This position requires that physical labor be completed at times for jobs Operating scissor lifts, booms, or forklifts safely.

Work Environment:

Work will be completed in the field and at your home/San Antonio Office.