Job Description
Job Title: Field Service Technician
Department: Field Services
Job Status: Full-time
FLSA Status: Hourly
Reports to: Field Services Supervisor
Job Type: Administrative
Amount of Travel Required: Regional Technician - 60-70% Travel Technician - 100%
Work Schedule: Traditional & On-call
POSITION SUMMARY
Responsible for initial triage and solution identification for outages and other disruptions at Pro-Vigil installations. Responsible for helping clients install, repair, and maintain equipment. Duties also include troubleshooting equipment, advising customers on its use, and building customer relationships.
ESSENTIAL FUNCTIONS
Reasonable Accommodation Statement
To accomplish this job successfully, an individual must be able to perform each essential function satisfactorily, with or without reasonable accommodation. Reasonable accommodations may be made to help qualified individuals with disabilities 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 before installation.
• Remove units upon completion of a job.
• Travel to customer sites to provide on-site service and repairs while providing the Best In Class Customer Service for which Pro-Vigil is known.
• Partner with Sales Reps on work status.
• Work closely with leadership on open/completed jobs.
• Provide exceptional customer service along with quality performance.
• Properly record all required information on data devices and/or work orders.
• Operate Company vehicles safely and responsibly. 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.
• Perform on-call duties and responsibilities as required of all field service technicians.
• Establish and maintain positive and collaborative working relationships with internal and external customers.
• Update every ticket within SLA.
• Complete 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.
• Perform other duties as requested by the supervisor.
POSITION QUALIFICATIONS
Competency Statement(s)
• Customer Oriented - Ability to take care of the customers’ needs while following company procedures.
• Communication, Oral - Ability to communicate effectively with others using the spoken word.
• Accountability - Ability to accept responsibility and account for his/her actions.
• Working Under Pressure - Ability to complete assigned tasks under stressful situations.
• Self-Confident - The trait of being comfortable in making decisions for oneself.
• Decision Making - Ability to make critical decisions while following company procedures.
• Coaching and Development - Ability to provide guidance and feedback to help others strengthen specific knowledge/skill areas.
• Change Management - Ability to encourage others to seek opportunities for different and innovative approaches to addressing problems and opportunities.
SKILLS & ABILITIES
Education:
• High School diploma or GED equivalent.
Experience:
• Minimum one year of experience as a Field Technician I
• Experience installing CCTV equipment, including fixed cameras, PTZ cameras, network and BNC cabling, and alarm equipment (Desired but not required).
• A sound troubleshooting thought process, close attention to detail, and a customer-focused mentality.
• A self-starter who is career-minded and motivated to advance within the organization
Computer Skills:
• Ability to use Pro-Vigil computer and software such as Microsoft (Excel, Word, Outlook, etc.) and G-Suite, required.
• Knowledge of NetSuite, Salesforce, Zendesk, and camera viewing platforms preferred.
Other Requirements:
• No travel restrictions.
• Able to pass a background check
• Maintains a clean driving record for one year
• Successfully completed IPVM - Camera Course certification within the first nine months of employment
• Enhanced communication skills
• Valid driver’s license with a safe driving record
• Professional appearance
PHYSICAL DEMANDS DEFINITION
N (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 F Grasp F Reach Outward F Reach Above Shoulder F Speak F Climb N Crawl O Squat or Kneel O Bend F
Other Physical Requirements
60-75 lbs O
Push/Pull
60-75 lbs O
• This position requires extensive travel, up to 60%-70% of the time for Regional Technicians and 100% for Travel Technicians
• This position requires that physical labor be completed at times for jobs Operating scissor lifts, booms, or forklifts safely
WORK ENVIRONMENT
Work will be completed in the field and at your home/San Antonio Office.
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.