Field Technical Support
Posting ID: JP-002664589
POSITION SUMMARY: Utilize multiple software systems to define, program, and process new alarm installations. Provide technical support to field technicians and customers by troubleshooting programming problems and interpreting incoming data. Must be able to prioritize and multi-task. ESSENTIAL FUNCTIONS: • Assist field technicians with the installation of alarm equipment through programming multiple types of alarm panels. • Perform system tests with technicians and customers. • Verify alarm program information to ensure proper responses, essential alarm functions, and correct customer options. • Test equipment with customer or Securitas field associates for verification of proper operation of alarm equipment • Utilize several software programs to upload and download essential data to alarm program boards. • Edit and maintain video router information. • Receive and enter zone descriptions, instructions and responses into MAS once individual zones have been tested from the install site. • Answer incoming calls from customers to activate Pending Install accounts and verify procedures and dispatch instructions. • Process and maintain cellular account information by placing service calls to technicians to check the cell backup unit for excessive airtime. • Follow up on pending installation accounts over one year old by verifying with sales representatives, customers, field technicians, and managers. • Process Remote Programming change requests by downloading to alarm panels. Includes pin number changes, user updates. Inform customers of prices for customer options such as remote programming. • Remote arm and disarm customer panels. • Troubleshoot alarm program problems, for field technicians and customers, such as test timer reporting, open and close reports, all zone reporting functions. • Assist customer with arming, disarming, and pin number changes over the phone. • Handle confidential customer paperwork & emails. ADDITIONAL RESPONSIBILITIES: • Process and enter contracts into MAS after C.A.R.E team leaves, by verifying prices and assigning account numbers. • Move files electronically to the new file retention system • Respond to incoming alarms on multiple systems by accurately documenting each action taken for historical records. Dispatch police, fire or guard service for alarm signals as necessary. Notify customer of alarm problems. • Perform all database functions after hours, as it becomes necessary. • Take care of additional projects and functions, as they arise, in EMC. Monitor multiple internal electronic systems for proper operation to assure customers of continuous response to alarm activity. • Monitor and protect integrity of UL & ULC requirements for security facility. • Process customer correspondences, account files, and authorized personnel records for each monitored location. • File paper records of alarm activity, electronically and customer change requests forms as required for proper documentation for UL & ULC certificate. • Participate in associate team meetings, providing feedback to the appropriate management staff. • Portray a positive, professional attitude at all times, also providing positive encouragement to all associates resulting in teamwork! • Perform other function as required for successful operation of the organization.
Data, Data management, It support, Administrative support, data entry, software support, technical support, customer service oriented, database programming
Top Skills Details:
Data,Data management,It support,Administrative support,data entry,software support,technical support
Additional Skills & Qualifications:
• High School diploma/equivalent required, Associates degree preferred • 3-5 years of work experience • Skilled in process documentation, project tracking, and prioritization • Knowledge of MAS, MASVideo, Bosch RPS, Honeywell COMPASS, DMP Remotelink, Pacom GMS, GE Enterprise, GE DL900, DSL, LFAS, NAPCO • Exceptional customer communication skills
About Aston Carter:
At Aston Carter, we’re dedicated to expanding career opportunities for the skilled professionals who power our business. Our success is driven by the talented, motivated people who join our team across a range of positions – from recruiting, sales and delivery to corporate roles. As part of our team, employees have the opportunity for long-term career success, where hard work is rewarded and the potential for growth is limitless.
Established in 1997, Aston Carter is a leading staffing and consulting firm, providing high-caliber talent and premium services to more than 7,000 companies across North America. Spanning four continents and more than 200 offices, we extend our clients’ capabilities by seeking solvers and delivering solutions to address today’s workforce challenges. For organizations looking for innovative solutions shaped by critical-thinking professionals, visit AstonCarter.com. Aston Carter is a company within Allegis Group, a global leader in talent solutions.
The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please call 888-237-6835 or email firstname.lastname@example.org for other accommodation options. However, if you have questions about this position, please contact the Recruiter located at the bottom of the job posting. The Recruiter is the sole point of contact for questions about this position.
Recruiter: Hannah Sancraint