Alarm Response Technician

JOB SUMMARY

Provide centrally managed technical support in the areas of alarm panel programming, diagnostic and service support, customer account support and support to contract field technicians.

ESSENTIAL FUNCTIONS

The functions listed describe the business purpose of this job or position. Specific duties or tasks may vary and be documented separately. An alarm technician may be required to perform all functions listed. Additional duties may be assigned, and functions may be modified, according to business necessity. All assigned duties or tasks are deemed to be part of the essential functions, unless such duties or tasks are unrelated to the functions listed, in which case they are deemed to be other (non-essential) functions. Alarm Technicians are accountable for successful job performance. Job performance standards may be documented separately, and may include functions, objectives, duties or tasks not specifically listed herein. In performing functions, duties or tasks, Alarm technicians are required to know and follow safe work practices, and to be aware of company policies and procedures related to job safety, including safety rules and regulations. Alarm Technicians are required to notify superiors upon becoming aware of unsafe working conditions. All functions, duties or tasks are to be carried out in an honest, ethical and professional manner, and to be performed in conformance with applicable company policies and procedures. In the event of uncertainty or lack of knowledge of company policies and procedures, Alarm Technicians are required to request clarification or explanations from superiors or authorized company representatives.

• Remotely inspects, tests and services alarms and other protective devices and equipment as assigned, within the scope of knowledge base and in compliance with manufacturers guidelines and safety practices.
• Keep client and supervisor informed of faulty equipment and/or delays restoring equipment to fully operational capacity.
• Communicates in a manner that is open, honest and responsive in all situations; to the extent authorized.
• Prepares logs, reports or service orders as required by the position; writes or types reports or enters information in a computer using standard grammar; inspects logs and takes action as required.
• Works with contract field technicians to provide support for the repair, replacement and installation of alarm systems.
• Communicates with technical staff, management, company representatives, and end-users regarding alarm testing, service and procedures.
• Interprets available data to diagnose and arrange for on-site service when necessary.
• Carries out specific tasks and duties of a similar nature and scope as required for the assigned position.
• Ability to work with others and with minimal supervision
• Reports to the Administrative Site Lead and operationally supports the USPS Senior Physical Security Specialist.

MINIMUM QUALIFICATIONS AT ENTRY

All contract dispatcher personnel assigned to the Postal Service NLECC must meet the following minimum requirements:

1. Be a citizen of the United States of America and 21 years of age or older;
2. Have a minimum of 1-year previous satisfactory work experience in the alarm monitoring, installation or service industry.
3. Be capable of maintaining professionalism under highly stressful situations;
4. Be literate in the English language to the extent of reading and understanding printed regulations, written orders and instructions, training instructions, and be able to compose reports which convey complete information;
5. Be capable of hearing ordinary phone and radio conversation with either ear;
6. Must have the ability to interact professionally with co-workers, postal employees, customers, management and the public;
7. Possess strong computer and data entry skills, including knowledge of Microsoft Office Suite (MS Word, Excel, and Outlook) and experience with alarm system software comparable to Radionics/Bosch RPS databases, Radionics/Bosch alarm panel programming, or GE MAStermind alarm monitoring software; 
8. Possess ability to prioritize work from different communication sources (telephone, email, alarm monitoring software) and reprioritize as needed;
9. Must be able to communicate effectively in English to co-workers, postal employees, customers, and management;
10. Ability to obtain and maintain a clearance from a Moderate Background Investigation (MBI) that will include drug test.

Education/Experience

High School Diploma or G.E.D. and 2 years of related experience, or an equivalent combination of education and experience sufficient to perform the essential functions of the job.

Competencies (as demonstrated through experience, training, and/or testing)

• Ability to carry out instructions furnished in written, oral, or diagrammatic form.
• Ability to maintain professionalism during times of stress and unusual circumstances.
• Must possess professional telephone etiquette.
• Must possess ability to adapt to changes in the working environment.
• Ability to use computers to enter data and write routine correspondence to include logs, service orders, and incident reports.
• Must possess strong organizational skills.
• Must possess strong customer service skills.
• Must possess excellent interpersonal skills with the ability to interact effectively with management, staff, and within team environments.
• Any past electrical tech experience or training with telephony technology would be desirable

Working Conditions and Physical/Mental Demands

• Successful passage of background, reference, and controlled substance tests.
• Frequent sitting for extended periods of time.
• Occasional walking, reaching with hands and arms, stooping, kneeling, crouching and crawling.
• Frequent lifting and/or moving up to 10 pounds and occasional lifting and/or moving up to 25 pounds.
• Close vision, distance vision, and ability to adjust focus.
• May be exposed to or required to handle sensitive and confidential information.