Lead Service Technician - Kastle Systems

Overview:

Join the leader in providing smarter solutions for a safer world.

The property technology space is growing rapidly, and Kastle Systems is leading the way. Kastle Systems is the leader in managed security, with a track record of introducing innovative technologies to serve over 460M square feet of real estate globally. Clients span the commercial and multifamily real estate, education, and construction industries and the customers they serve. Delivering a world class customer experience drives everything we do, and Kastle’s mission is to be our customers’ best service provider and to ensure that their security the most effective, efficient and convenient. Kastle's integrated security solution, including access control, video, and remote video monitoring, significantly reduces costs and improves the critically important 24x7 performance for building owners, developers and tenants.

 

The Lead Service Technician tests, troubleshoots and repairs all aspects of our security systems including access control, and video systems at customer sites. To that end, the Lead Service Technician interacts directly with the client, client representatives, other contractors and Kastle personnel to ensure a successful service and repair solutions. The Lead Service Technician ensures that service orders are completed accurately and on time, and that these services meet or exceed client expectations.

Responsibilities:

50% Service and Resolution

• Maintains, services, installs, tests Basic access control, security components and Video/CCTV Systems.
• Diagnoses CCTV system problems and determine faulty components.
• Programs digital video recorders and network video recorders according to client needs.
• Ensures that systems are serviced properly and on time in accordance with Kastle's procedures and quality control standards.
• Provides regular progress updates to all stakeholders.
• Communicates with customers, customer representatives, contractors and Kastle staff as necessary to service, install and test equipment.

25% Team Development and Supervision

• Responsible for the behavior and performance of assigned team members.
• Mentoring and training of the team.
• Holding biweekly tech meetings to discuss products and best practices.
• Responsible for answering escalated calls from Tier 1/Tier 2

10% Service Ticket Administration

• Manage tickets once assigned.
• Logs technician hours and parts used on jobs, changes the billing status on jobs after consultation with CS and/or I&S Director.
• Provides accurate documentation for completed work and consults with Technical Support to resolve discrepancies.
• Processes Work orders & Service requests in field service dispatch system

10% Documentation and Communication

• Communicates and conduct meeting with IT, general contractors, building engineers, property managers, customers, customer representatives, subcontractors and Kastle staff as necessary to service, install and test equipment.
• Provides regular progress updates to all stakeholders.
• Provides feedback and information to identify any potential barriers to timely execution of the repair.
• Communicates with Managers and/or Lead Technician to resolve discrepancies or issues.
• Trains customers on operation of equipment.

5% Equipment Maintenance and Inventory

• Maintains and protects building keys to customer buildings.
• Responsible for providing proper documentation for inventory control and for maintaining proper inventory for vehicles and projects.
• Must be available to perform end of year and interim inventory counts.
• Maintains assigned company-owned vehicles, tools, equipment, and individual tool issue.

Qualifications:

• Advanced electronics knowledge
• Advanced electrical knowledge
• Mid-level to advanced networking knowledge with certifications
• Advanced diagnostic skills for more complex services
• Works closely with network and IT personnel about IP addressing issues.
• Access control (Z, Quad, other)
• Lock smith
• Wireless networking
• Delayed egress locks
• Specialty alarm systems (DMP/Silent Night)
• Other access control Mfg.
• Training/Certification
• Telephones
• Networking & IP
• Perform quality service repairs on multiple supported products
• Required to train others

Other Eligibility Requirements:

• Required to maintain a valid driver’s license and clean driving record
• Required to obtain and be able to maintain various certifications, licenses and/or registrations, in accordance with applicable state laws and as required by the electronic security regulations in the state(s) which they are working
• Work history must display stability and consistent attendance
• Demonstrated ability to accept responsibility and carry out assigned tasks with limited supervision
• Ability to interface and communicate with customers and co-workers in a clear and professional manner
• Self-motivated and excellent attention to detail
• Must be available to work overtime, weeknights, and/or weekends as needed

Equal Opportunity Statement:

At Kastle, we believe that diversity makes us stronger -  at work and in the world.  Kastle Systems International, LLC is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, protected veteran status, marital status, pregnancy or any other basis protected by applicable federal or state laws.