Lead Security Service Tech

The Vision Integrated Systems’ Lead Service Tech (LST) role is critical to maintaining positive relationships with our customers, keeping their systems working in the best possible manner and producing high margin work. The LST will manage the service work from existing customers, develop and execute spot work, look for upselling opportunities while performing service work and contribute to the programming, commissioning and training of new projects when scheduled by project managers. The LST will schedule preventative maintenance and on demand service calls as necessary to expediently solve problems.

The LST will be responsible for maintaining the service department work. This includes, but is not limited to:

• Keeping a log of all service requests and visits.

• Creating documents as needed.

• Tracking hours and turning in timesheets for payroll.

• Making service tickets for processing by accounting.

• Ordering material as needed and charging it appropriately.

• Tracking material stock.

• Coordinating with project managers for helpers.

• Responding to service related emails and phone calls.

• Documenting each service problem and steps taken for resolution.

• Issuing service tickets to customers

• Updating master client notes and record drawings if applicable

• Take calls from existing customers and communicate requests to the Ops Manager.

The LST will schedule his time according to the projects and service calls priority level as assigned by the Ops Manager. Consideration should be given to the nature of the requested service, client, their tenure and scope of work. The project work must be balanced with the service work load. Generally, the Project Manager (PM) will give ample notice and set a deadline when his work needs to be completed so that the LST can have the flexibility to schedule his work. Periodically, the LST should review total workload with his supervisor and determine if additional resources are needed.

When on site at a customer’s facility, the LST is in a valuable position. These encounters should not only be about trouble resolution, but an opportunity to identify root sources for issues that need to be corrected to eliminate a recurring problem. Fixing a design flaw or keying in on a 3rd party interference will show the client that we’re interested in fixing the problem once and providing a system that can be relied upon. During these situations, there may arise the chance to present a proposal for additional services or technology. This is encouraged and should be communicated with the Sales Engineer.

The LST will communicate materials needed for his service work. As material arrives it should be cataloged and either stored or readied for installation.

The LST will report his time to the Ops Manager to record and submit his time and material costs so that invoices can be created.

Ensuring that our customer is satisfied is mission critical. Vision Integrated Systems employees are expected to represent the company well by performing tasks and carrying out relationships with Integrity, Efficiency and Excellence. The LST will be asked for areas of improvement in process or personnel. As the company develops, it can be expected that better ways of completing tasks will be identified. These improvements should be highlighted, examined, tested and finally, implemented if worthy.

Reports To:

This position reports to the Director of Operations (DOO). The LST will regularly report to the Service Manager. Frequency and format will be determined by the DOO or senior management. The DOO may at times coach, provide feedback or correct the LST’s actions or behavior as necessary to ensure service objectives are met. The DOO and LST shall discuss ways to improve processes and performance of the service department.

Job Type: Full-time

Pay: $32.00 - $38.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift

Work Location: In person

Salary : $32 - $38