Security Systems Service Lead Technician

Digi Security Systems is an industry leader in the design, installation and support of custom video surveillance, electronic access control, and intrusion detection solutions for companies of all sizes. We've built our reputation on innovation and reliable service, and we're known as the industry's experts.

Position Overview

We are seeking an experienced Service Lead Technician to join our operations in the Dallas area. Rate of pay is dependent on experience, but typically begins at $36/hr. The Service Lead Technician is responsible for delivering exceptional, timely, and efficient service to Digi's partners by leading and supporting their branch Service Team. Their mission is to drive excellence in service ticket management by managing and coordinating service requests/scheduling, inventory oversight, and SLA compliance, while fostering a culture of continuous improvement and collaboration within their team.

This individual must have a strong background in installing and servicing Access Control, CCTV, and Burglary/Intrusion Alarm Systems and at least five (5) years of experience in the commercial security systems field. Please note, our office is located in Tulsa, but work extends through the NE OK area.

You can apply for this role, and others on our website at digiss.com/jobs

Main Responsibilities:

• Service Ticket Management & Dispatching: Receive and manage service tickets escalated from the remote support team. Oversee the branch dispatch board, ensuring all service tickets are properly assigned and scheduled with the local service team. Prioritize and distribute service requests to technicians based on skillset, location, and urgency. Monitor ticket progress and proactively address bottlenecks to ensure timely resolution. Resolve service issues directly, working onsite along with your team and leading from the front.
• Service Partner Coordination: Serve as the primary point of contact for branch service partners. and provide regular updates to service partners throughout the service process. Ensure clear communication and coordination between internal teams and external vendors for efficient ticket resolution.
• Branch Service Team Management: Directly manage the branch service technicians, providing leadership, support, and performance oversight. Conduct team meetings, coaching sessions, and performance evaluations to maintain high service standards and ensure technicians adhere to company policies, procedures, and safety standards.
• SLA Compliance & Performance Tracking: Ensure all service tickets meet Service Level Agreement (SLA) requirements. Monitor key performance indicators (KPIs) to track service efficiency and quality. Address any escalations or delays that could impact SLA compliance.
• Inventory & Equipment Management: Oversee the local service parts and equipment inventory, ensuring necessary supplies are stocked and available. Coordinate with procurement and warehouse teams to replenish inventory as needed. Ensure technicians have the tools and materials required for scheduled service work.
• Service Leadership & Process Improvement: Identify and implement process improvements to enhance service efficiency. Collaborate with company leadership to refine service strategies and optimize operations. Foster a customer-centric service culture within the branch team.

Benefits:

• 30 hours PTO plus 2 weeks' vacation accrual rate
• 3 weeks' vacation accrual rate after first year of employment
• 7 company-wide paid holidays throughout the year
• On-call and Travel pay bonuses
• 401k plan w/corporate matching structure offered
• Full health benefits-medical, dental and vision offered
• Included life insurance, additional available for purchase
• Accident/critical illness insurance available for purchase
• Full set of Hilti tools provided
• All hand tools and consumables paid for by company
• Required training/licensing paid for by company
• Voluntary professional development opportunities
• Company laptop, company phone, uniforms and gear
• Yearly stipend for steel-toed boots and work pants
• Overtime and bonus pay

Physical Requirements:

• Ability to lift/move equipment and tools weighing up to 50 lbs.
• Ability to work from ladders or man lifts at extended heights.
• Must be able to differentiate colors.
• Must be comfortable standing for long periods of time and complete overhead work for long periods of time.
• Must have a current, valid driver's license in the state of which you are applying and have the ability to meet our company driving standards.

Disclaimer: This job description is not all encompassing of job responsibilities and is not in any way a binding document. It does not affect the at will nature of employment at Digi Security Systems.

You can apply for this role, and others on our website at digiss.com/jobs