Dealer Support Specialist

Brooks Equipment Company; Birmingham (AL); On-site; USD 42,000 - 64,000; Full time

Job summary

Brooks Equipment Company in Birmingham, AL, is seeking a Dealer Support Specialist to help grow and support dealer relationships. The role covers account administration, technical support, alarm monitoring, and occasional shift leadership to ensure smooth operations across a 24/7 schedule.

You will work with dealers and internal teams to resolve issues, onboard new partners, and maintain accurate data. The position requires a high school diploma, solid communication, and reliable computer

Qualifications

• High school diploma or GED required.
• Strong customer service experience.
• Proficient computer skills, accurate keyboarding and web browsers.
• Willingness to work overtime, nights, weekends, and holidays.

Responsibilities

• Build relationships with dealers and support onboarding.
• Enter, update, and review account information for accuracy.
• Troubleshoot account, equipment, and signal issues.
• Monitor alarms and respond according to procedures.
• Provide shift leadership and coverage when assigned.

Skills

Customer service

Verbal and written communication

Data entry

Problem solving

Team coordination

Ability to learn processes

Education

High School diploma or GED

Job description

Position OverviewThe Dealer Support Specialist supports dealer growth and relationships while providing account administration, technical support, alarm monitoring, and shift leadership as needed. This position works with existing and prospective dealers and internal teams to develop programs, resolve issues, and maintain accurate, reliable service.ESC Central operates 24 hours a day, 7 days a week, 365 days a year. Flexibility is required to support operations outside the primary schedule.Essential Duties and ResponsibilitiesDealer Development and SupportBuild relationships with existing and prospective dealers, identify service needs and growth opportunities, and assist with onboarding.Collaborate with internal teams to develop and manage dealer programs and coordinate responses to questions, requests, and concerns.Maintain clear communication, document relevant activity, and follow through on outstanding items.Account Administration and Technical SupportEnter, update, and review account information, including work completed by others, for accuracy, completeness, and compliance with company procedures.Clarify incomplete or conflicting instructions and assist with advanced data entry, account configuration, and programming.Troubleshoot account, equipment, and signal transmission issues using signal history and raw data; assist with alternative signal delivery methods as authorized.Provide Level II central station support within assigned training and authority, document actions taken, and escalate unresolved issues appropriately.Protect confidential information and communicate account or system changes to affected personnel.Alarm Monitoring and CommunicationsMonitor and respond to burglary, fire, medical, supervisory, and other alarms according to account instructions and established procedures.Contact designated parties and request Police, Fire, or EMS response when required.Handle high-volume incoming calls, outbound notifications, call routing, and answering service messages with professionalism and appropriate urgency.Assist distressed callers calmly and maintain accurate records of calls, signals, notifications, and actions taken.Shift Leadership and Operational CoveragePerform operator and shift supervisor duties when assigned, including coordinating breaks, maintaining coverage, monitoring staff readiness, and reinforcing company policies.Promptly notify appropriate management, on-call, or technical personnel of staffing concerns, shift discrepancies, equipment failures, service disruptions, or signal volume exceeding available capacity.Provide clear shift handoffs identifying unresolved issues and required follow-up.Perform other related duties as assigned.Qualifications and Performance ExpectationsHigh school diploma or GED; at least 18 years of age.Valid driver’s license or state-issued identification and ability to pass background screening required for applicable licensing.Demonstrated customer service experience with strong verbal and written communication skills.Proficiency with computers, accurate keyboard entry, email, and internet browsers.Ability to learn and apply monitoring procedures, data entry standards, programming, and technical troubleshooting.Strong attention to detail, sound judgment, and ability to prioritize competing demands while remaining calm and focused.Dependability, accountability, a cooperative attitude, and consistent follow-through.Willingness to complete training and work overtime, nights, weekends, holidays, and 8-hour or 12-hour shifts as needed.