Commercial Gate Lead Technician Details

Commercial Gate Lead Technician

A3 Smart Home - Tempe, AZ

Employment Type : Full-Time

We call our club's vision, mission, values, and supporting pillars "Our House" because they are the foundation for all that we do. We're working to transform AAA for the next century with a mission to create Members for life by unleashing the innovative spirit of our Team Members.

AAA recently acquired SafeGuard, the 11th largest smart home security company in the United States, with the vision to become the most trusted brand in this industry. Safeguard, has been Protecting Arizona families and businesses for over 50 years; we are Arizona's largest locally-operated security provider. With an A+ Better Business Bureau Ranking, we prove every day that we love being there for and helping our customers. We work hard to create an environment where you can thrive and use your skills and talents to help us deliver legendary Customer Service. You'll help positively impact every homeowner and the communities that we serve.

Why work for us?

• Job Stability - Strong AAA Brand
• Great Benefits - Medical/Dental/Vision
• Retirement - 401k matching up to 4%
• Work/Life Balance - PTO 3 Weeks + 9 paid holidays

ESSENTIAL FUNCTIONS:

• Perform diagnostic evaluation of system issues and perform troubleshooting and repairs. Systems will include security systems, fire alarm, access control, video, and automation
• Perform inspections of fire alarm and life safety systems with representatives of fire department authorities having jurisdiction
• Perform surveys and provide estimates for the creation of proposals for work to be performed. Inspect systems for proper operation and performance
• Manage parts and inventory process to meet efficiency and accuracy objectives. Assist in the training and coaching of level 1, 2, and 3 technicians
• Support the service advisors, key account coordinators, and customer support representatives in the performance of their jobs and service calls.
• Review of the customer satisfaction survey process to maintain retention. Assist the Field Service Supervisors in training and process development
• Support the Virtual Assistance technicians to provide internal and external customer technical support and remote programming. These positions also provide support for the maintenance of the radio networks and third party platforms for remote management. Interface with the monitoring center manager, supervisors, and operators
• Maintain relationships with customers, major accounts, and multi-location accounts to ensure satisfaction and retention. Interface with the sales department to address current service issues and plan support for future growth

KNOWLEDGE AND SKILLS:

• Five or more years in a position installing or servicing any combination of security and/or life safety systems
• Experience in the supervision of field technicians is required
• Strong customer service communication and conflict resolution skills
• The ability to use hand tools, electrical testing meters, laptop, and tablet are required
• Advanced technical knowledge of security and life safety system design and operation is required
• Strong written and verbal communication skills
• Technical or manufacturer's certification is a plus
• Advanced networking and computer literacy is required

EDUCATION, KNOWLEDGE, SKILLS, COMPETENCIES, CERTIFICATIONS/LICENSES

• Associate's degree (or equivalent business experience) is preferred
• Must qualify for state alarm agent license
• Technical certifications are required (NICET, CSA). Equipment manufacturer's training and/or certifications are required

SUPERVISORY RESPONSIBILITIES:
The position provides direct customer contact. Responsibilities include interface with and support for internal customers, including office and sales teams. The lead technician will work directly with customers to maintain relationships, perform conflict resolution, and achieve customer satisfaction for retention.
WORKING ENVIRONMENT/ MINIMUM PHYSICAL REQUIREMENTS
This position includes primarily field work. Physical requirements include standing, sitting, bending, lifting, and climbing. Lifting will include up to 40 pounds. Extensive use of a personal computer or tablet is required. Use of hand and power tools is required on occasion. The technician is required to perform on call duty on a rotating schedule.

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