Field Service Technician II

The Field Service Technician II plays a crucial role in troubleshooting, maintaining, and repairing low voltage systems, including network infrastructure, surveillance cameras, servers, NVRs, access control hardware and software, and audio-visual systems. Reporting directly to the Service Manager, this position requires a highly motivated self-starter with exceptional technical expertise in low voltage systems and a strong commitment to delivering outstanding customer service.

The Field Service Technician II also acts as a mentor and leader for the Field Service Technician I, providing guidance and support to help them develop the skills necessary for advancement. Participation in Premise One's on-call service program is a key component of this role.

Key Responsibilities

• Safety & Site Preparation: Conduct pre-work site assessments and safety checks to ensure a safe working environment.
• Customer Service Excellence: Provide exemplary customer service, consistently maintaining the highest service standards and client satisfaction.
• Field Leadership: Lead by example, guiding Field Service Technician I employees to ensure efficient, first-time resolution of service issues.
• Project Execution: Implement job plans with a focus on quality assurance and safety compliance, ensuring project completion meets company standards.
• Autonomous Field Operations: Operate independently in the field, making informed decisions to resolve technical issues on-site.
• Technical Troubleshooting: Diagnose, service, and repair low voltage systems in commercial and enterprise environments, ensuring all repairs adhere to company and industry standards.
• Testing & Documentation: Test all repairs on-site in alignment with Service Operations and Engineering policies. Accurately document all work performed, including notes, photos, and communications, in online ticketing systems and timecards.
• On-Call Rotation: Participate in the on-call rotation, providing emergency after-hours service as required.
• Vehicle Maintenance: Maintain the company-issued vehicle in accordance with company standards, ensuring it is always in optimal condition.
• Professional Conduct: Maintain a professional appearance and demeanor at all times, representing the company positively in all interactions.
• Continuous Improvement: Provide feedback and suggestions to the Field Superintendent or Service Manager to enhance service delivery and field operations.
• Communication: Proactively communicate scheduling issues and other concerns to the Field Superintendent, Service Manager, and dispatchers.
• Additional Duties: Perform other related services as required on-site, with flexibility to adapt to changing job demands.

Qualifications

• Experience: 5+ years of experience in Audio Visual, Security, Intercom/Paging, and Infrastructure Cabling.
• Technical Knowledge: Strong understanding of programming, technical commissioning guidelines, and troubleshooting philosophies.
• Industry Expertise: Familiarity with industry-standard tools, equipment, and test devices, such as Fluke testers, meters, and OTDR.
• Security Background: Preferred candidates will have a robust background in physical security systems.
• Mechanical Aptitude: Strong mechanical aptitude with proven troubleshooting skills, particularly in relay logic and system diagnostics.

Desired Certifications & Training

• Genetec
• Software House
• Lenel
• Feenics
• Milestone
• Avigilon
• Crestron

Skill Requirements

• Flexibility: Willingness to work overtime as needed to meet construction and service schedules.
• On-Call Capability: Ability to support 24/7 client SLAs and respond to emergencies when required.
• Travel: Willingness to travel at least 60% of the time within the designated service market, with occasional out-of-town travel up to 20%.
• Technical Proficiency: Competent in using computers and industry-specific software.
• Physical Requirements: Ability to handle physical workloads, including lifting and carrying up to 50 lbs, and the ability to walk, sit, and stand for extended periods.
• Driving Record: Must possess a clean driving record and hold a current state driver's license.

Join our team and become a key player in delivering top-tier service and technical expertise to our valued clients!

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