Service Specialist - Frankfurt - German Speaking

Service Specialist (Frankfurt)

Role Summary

Under general supervision, this position is responsible for providing customer and technical support for installed systems that may be moderately complex. Services and supports existing customers by responding to service calls, carrying out Customer Support Programs and small projects business. Scope of work includes technical assistance, systems checkout of new and existing installations, troubleshooting and maintenance and repair routines associated with installed Security Systems and the installation of small or less complex projects.

Job Responsibilities

• Responds to a variety of customer service calls, scheduled maintenance calls and emergency and after-hours calls on a timely basis; will diagnose, troubleshoot, repair and debug a variety of systems for more complicated problems; installs projects as necessary
• Identifies and resolves problems for most types of service calls including emergency calls; analyzes repair requirements and provides customer with appropriate solutions; completes necessary repairs and replacements as needed; exercises judgment in selecting methods, techniques, and evaluation criterion for obtaining results - may require originality and ingenuity in some situations
• Completes accurate and detailed service reports for customer and company to allow for accurate invoicing and job cost tracking
• Acts as the customer's best service provider at all times, thereby ensuring the company is the customer's first choice for service
• Executes all service calls in accordance with Federal, State and local regulations as well as company health and safety policies and procedures
• Uses well-developed troubleshooting skills to isolate and fix problems in malfunctioning equipment or software
• Provides technical support to end users and field labour when applicable
• Seeks technical guidance from more experienced staff for difficult and unusual situations
• Using technical knowledge, skills and experience, may act as mentor for less experienced staff; may supervise workers in testing, tuning, and adjusting equipment to obtain optimum operating performance
• Keeps up to date and informed on all company products, services and policies
• Presents a professional image of the company at all times in appearance and behaviour and seeks opportunities to promote the services offered by the company
• Communicates with and works with other team members consistently to improve overall operations of the technology centre and company
• Perform other duties and responsibilities as requested or required

Skills Required

• Exceptional customer focus and ability to work under pressure; ability to maintain awareness of and seek to meet the needs and wants of the customer without being prompted
• Solid technical skills and experience related to electronic security, building automation systems or fire alarm systems
• Solid programming skills and proven ability to troubleshoot problems and look for solutions
• Must be a self-starter and work well with general supervision
• Strong mechanical and electrical aptitude (eg works with a variety of hand and power tools such as drill, screwdriver, wire stripper, hacksaw, crimper)
• Frequent visits to jobsites are required; minimal overnight travel is required; valid driver's license required
• Strong verbal, written and interpersonal communication skills
• Solid organizational skills and the ability to handle multiple service needs simultaneously
• Proficient computer skills including familiarity with MS Office applications (Outlook, Word, Excel)

Education Requirements

• City and Guilds/ONC/HNC in Electronics or Electrical Engineering preferred or relevant trade designation (eg Electrician)

Experience Required

• Minimum of two years of previous security systems field service experience required
• Experience in two or more of the following systems: C Cure 9000, CEM AC2000, Cardax, Genetec, S2, Lenel OnGuard, Casi Picture Perfect, Honeywell Winpak or Prowatch

Certifications

• Product-specific certifications required
• Industry-specific certifications and/or licenses required

Protective Clothing Required

• The position may require Personal Protective Equipment (PPE) such as safety glasses, steel-toed shoes or work boots, etc.

Physical Demands

While performing the duties of this job, the colleague is frequently required to sit, stand, walk, talk or hear; uses hands to finger, handle or touch objects or controls. On occasion, the colleague may be required to climb and work in high places, stoop, bend or reach above the shoulders. Position may also require work in confined spaces and exposure to different types of outdoor weather conditions. Risk of electrical shock and/or radiation is present.

The colleague must frequently lift, push, or pull up to 25 pounds and occasionally lift, push or pull up to 100 pounds. Specific vision abilities required by this job include close vision, distance vision, colour vision, peripheral vision, depth perception, and ability to adjust focus.

Work Environment

The position is a field position. The colleague regularly performs local work-related travel and minimal long-distance travel.

The above statements reflect the general details necessary to describe the principal functions of the occupation described and shall not be construed as a detailed description of all the work requirements that may be inherent in the occupation.