Field Service Technician - Dc

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Full Time US

20 days ago Requisition

Job Title:

Field Service Technician

Department:
Field Services

Job Status:
Full-time

FLSA Status:

Hourly

Reports to:

Field Services Supervisor

Job Type: Administrative

Amount of

Travel Required:

Regional Technician - 60-70% Travel Technician - 100%

Work Schedule:

Traditional & On-call

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.

• 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.
• 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.
• Perform other duties as requested by the supervisor.

• 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.

• High School diploma or GED equivalent.

• 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.

• 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.

• 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.

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