Security Service Triage Technician - Communications Engineering Company

You'll be an integral part of the CEC team as a Low Voltage Technician. We help customers run their organizations better through the technology solutions we provide-and you can be part of this essential mission. Our technicians work on the front lines to bring customers' technological visions to life. Every day is different, challenging, and rewarding.

CEC is a great place to accelerate your career. Here are just some of the things we offer:

• Advancement opportunity- Our technicians often go on to become systems specialists, master technicians, and engineers.
• Professional growth- We believe in investing in our employees so they can take exceptional care of our clients. We also offer a lucrative bonus program tied to continuous learning and training.
• Employee-focused- We prioritize work/life balance and offer competitive compensation, health benefits, and paid time off so you can put family first.

OBJECTIVE:

The Technician III - Service Delivery is an entry-level position within the Triage Team, designed to support call volume and ticket management. This role involves assisting customers by phone and remotely, documenting issues, and recommending next steps in service tickets. The position provides opportunities for growth and skill development through internal CEC training and manufacturer certifications, fostering expertise in fire and security technology.

CORE RESPONSIBILITIES include, but are not limited to the following:

• Customer Interaction:
  • Answer inbound service calls and emails from customers.
  • Gather detailed information to identify and understand the nature of customer issues.
  • Assist customers in resolving issues remotely, providing instructions and technical guidance as needed.
• Service Ticket Management:
  • Document all interactions and troubleshooting steps in service tickets.
  • Assign priority and recommend next steps based on customer needs and urgency.
  • Escalate complex issues to appropriate teams or field operations as necessary.
• Technical Assessment:
  • Assess whether issues can be resolved remotely or require onsite service.
  • Utilize diagnostic tools and software to troubleshoot and resolve customer problems.
• Training and Development:
  • Participate in training programs to enhance technical skills and product knowledge.
  • Stay updated on industry standards, product advancements, and customer support techniques.
• Collaboration:
  • Work closely with Coordinators, Field Technicians, and other departments to ensure seamless service delivery.
  • Maintain clear and proactive communication within the Triage team.
• Other Duties as Assigned.

SUPERVISORY RESPONSIBILITIES

• The Technician II can provide daily support and leadership for all service tickets.

MINIMUM QUALIFICATIONS:

• 1 safety related certification
• 1+ years of experience within CEC or similar company.
• Industry certifications and internal trainings can/will be obtained during the first year of employment to meet the minimum qualifications when applicable.

OTHER SKILLS & ABILITIES:

• Education & Experience:
• High school diploma or equivalent required; technical training or associate degree preferred.
• 1-2 years of experience in customer service or technical support roles is a plus.
• Technical Skills:
• Basic understanding of security and fire technology or willingness to learn.
• Familiarity with ticketing systems and remote diagnostic tools is preferred.
• Proficiency in using computers and common software applications.
• Interpersonal Skills:
• Strong communication and problem-solving abilities.
• Ability to remain calm and professional under pressure.
• Detail-oriented and capable of documenting information accurately.

PHYSICAL, MENTAL AND ENVIRONMENTAL REQUIREMENTS:

• Problem solving, creative skills and the ability to exercise sound judgment and make decisions based on accurate and timely analyses.
• High level of integrity and dependability with a strong sense of urgency and results-orientation.
• The employee is required to be able to climb ladders up to 12 feet high or be in a lift to extended heights.
• The duties of this job require the employee to effectively speak and understand English language communications.
• The employee is required to stand, walk, climb, sit and use hands and fingers.
• Lifting of objects is required, up to 50lbs.
• Reaching, grasping, and carrying activities are also required.
• Specific vision abilities required by this job include close vision, distance vision, color vision, depth perception and the ability to adjust focus.
• The noise level in the work environment is usually moderate.
• Although most work is performed inside, occasional outside activities are subject to seasonal temperature fluctuations.

"Essential duties and responsibilities" describe those functions considered to be essential to the performance of the job. All requirements may be modified to reasonably accommodate individuals with disabilities.

Communications Engineering Company is an Equal Opportunity/Affirmative Action Employer. We are committed to achieving and maintaining a diverse workforce. Qualified females, minorities, veterans, and disabled individuals are encouraged to apply.