Commercial Security Service Support Specialist

GC&E Systems Group seeks an individual with experience leading and directing the activities of service technicians so that customer support needs are fully addressed. The qualified candidate should possess complete technical competence on all security and ACS systems and the ability to resolve or guide others through very complex problem resolution. Additionally responsible for programming, troubleshooting and preventive maintenance of security and ACS systems per contract obligations. Ideal candidates will have experience coordinating service responses associated with commercial IP CCTV, Access Control Systems, Intercoms, and Intrusion Detection Systems (IDS).   Essential Job Functions: Provide ongoing support and updates to customers regarding the status of our service response activities. Generates service tickets for technicians to include all documentation and instructions. Coordinates, schedules, and dispatches service technicians and subcontractors. Reviews completed service tickets to ensure tickets provide sufficient detail regarding work performed, hours worked, rates charged, and other direct costs (materials, travel, etc.) are captured. Monitor the status of service tickets and availability of technicians and coordinate with the Service Manager regarding status. Develop and maintain customer notes regarding issues and work performed in database or customer file. Maintain database of issues and corrective actions taken to serve as a troubleshooting guide/ lessons learned document. Assist with performing a variety of tests to determine whether product functions as specified: determine cause of product failure; analyze test results. Responsible for effecting smooth communications and rapport between the customer, other personnel on-site, and company personnel. Review job files. Review all pertinent data including job layout drawings, specifications and other technical data, as required for a more efficient inspection. Assist with solving technical challenges as they arise, both remote and on site. Help to resolve potential problems before they can have a negative impact on the customer and the company. May mentor other Electronic Security Technicians on tools and technology. Serves as a Service Team technical resource.   Candidate Requirements Applicants must have 5 years’ experience serving in a service technician position in the electronic security industry Strong leadership and communication skills Candidate must have good computer skills in MS Office, Excel, Word and Outlook Willingness and ability to communicate and deal with a variety of people Genetec STC & OTC Certifications Must pass pre-employment background and drug screen Must have driver’s license and good driving record Ability to travel as required Ability to report to work during customary or specifically assigned working hours   Additional Experience Systems Experience with the below manufacturers a plus: Genetec Avigilon Software House OnSSi Paxton Axis Communication Honeywell IDS Open Options Bosch IDS Vanderbilt   Education High School Diploma or GED, Technical College Training plus five years’ experience in installing commercial security systems   Successfully completed basic access control/CCTV/Intrusion Detection Systems manufacturer training Must possess a thorough understanding of access control/CCTV/ Intrusion Detection Systems via on-the-job training, online training, and/or individual research   GC&E Systems Group, Inc. offers a competitive benefits package to include: paid holidays, paid time off, medical, dental, vision, flexible spending account, LTD & STD, company paid life insurance, 401(k) and tuition reimbursement.   It is the policy of GC&E Systems Group, Inc. to provide equal opportunity in recruiting, hiring, training, and promoting individuals in all job categories without regard to race, color, religion, national origin, gender, age, disability, genetic information, veteran status, sexual orientation, gender identity, or any other protected class or category as may be defined by the federal, state, or local laws or regulations.   We affirm that all compensation, benefits, company-sponsored training, educational assistance, social, and recreational programs are administered without regard to race, color, religion, national origin, gender, age, disability, genetic information, veteran status, sexual orientation, gender identity. It is our firm intent to support equal employment opportunity and affirmative action in keeping with applicable federal, state, and local laws and regulations.   We are proud to be an EEO employer. We maintain a drug-free workplace and pre-employment drug testing and background checks are required.   The information above has been designed to indicate the general nature and level of work performed by employees with the classification. It is not designed to contain or be interpreted as a comprehensive inventory of duties, responsibilities, and qualifications required of employees assigned to this position.  Duties, responsibilities and activities may change at any time with or without notice.