Job Title: Field Services Technician I
Department: Field ServicesJob Status: Full-timeFLSA Status: Non-ExemptReports to: Field Services SupervisorJob Type: TechnicianAmount of Travel Required: 60%Work Schedule: RegularPositions Supervised: YesPOSITION SUMMARYResponsible 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.
The ideal Candidate will live in Charlotte or Raleigh NC. ESSENTIAL FUNCTIONSReasonable Accommodation StatementTo 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 QUALIFICATIONSCompetency 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 ABILITIESEducation 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
PHYSICAL DEMANDS DEFINITIONN (Not Applicable) Activity is not applicable to this position. O (Occasionally) Position requires this activity up to 33% of the time (0 - 2.5+ hrs/day) F (Frequently) Position requires this activity from 33% - 66% of the time (2.5 - 5.5+ hrs/day) C (Constantly) Position requires this activity more than 66% of the time (5.5+ hrs/day) Physical Demands Lift/Carry Stand F Walk F Sit F Manually Manipulate O Grasp O Reach Outward O Reach Above Shoulder O Speak F Climb N Crawl N Squat or Kneel O Bend O 21-50 lbs O Push/Pull 21-50 lbs O Other Physical Requirements NoneWORK ENVIRONMENTOutside in an uncontrolled atmosphere, office environment in a controlled atmosphere, warehouse environment in an uncontrolled atmosphere.
55000.00 To 55000.00 (USD) Annually
