Field Support Specialist

Guardian Alarm; Cleveland (OH); Hybrid; USD 60,000 - 75,000; Full time

Job summary

Guardian Alarm is seeking a Field Support Specialist to assist field technicians and customers with alarm systems and home automation. You will provide remote support, troubleshoot issues, and guide users through complex programming tasks while coordinating with Installation, Service, and Customer Operations teams.

This role requires strong communication, problem solving, and a solid understanding of computer and networking systems related to security tech.

Qualifications

• Associates degree in related field or equivalent experience.
• At least four years of related experience required.
• At least 3 years of experience troubleshooting, installing, and/or servicing alarm security systems.

Responsibilities

• Provide remote support to field technicians for alarm systems and home security equipment.
• Troubleshoot and resolve customer issues remotely via phone or remote programming changes.
• Assist Installation, Service and Customer Operations teams as needed.
• Handle ticket queue efficiently, balancing quality and quantity.
• Accurately enter product changes into customer accounts and trigger necessary actions.
• Stay up to date with training on new Guardian Alarm equipment and programming standards.
• Explain technical concepts clearly to customers over the phone.
• Must be able to lift up to 15 pounds and sit at a desk for extended periods.

Skills

Excellent communication

Analytical and problem solving

Alarm security systems knowledge

Networking systems understanding

Customer service mindset

Education

Associates degree or related field

Tools

Microsoft Office Suite

Job description

The Field Support Specialist supports and conducts training for current and new technologies to all department and divisions as assigned. The FS Specialist will provide support to field technicians from the Installation, Service and Customer Operations team members as needed. The FSS is expected to resolved customer issues remotely via phone communications or remote programming changes with the use of various software.

• Physical presence in the office to meet and work with other team members to accomplish these tasks as required
• Research, troubleshoot and provide accurate solutions to problems escalated to the team by internal and external customers relating to Burglary and Fire alarm systems, home automation, access control and CCTV.
• Work efficiently from a ticketing queue keeping quantity and quality in mind equally.
• Handle incoming/outgoing phone calls and managed access emails consistently throughout the day.
• Multitask and prioritize duties while remaining detail oriented.
• Ensure proper data entry of any product changes are accurately recorded to customer accounts and any applicable actions for other teams are generated for cancellations, additions and/or addendums to current customer services.
• Stay up to date with training on any newly introduced equipment being sold and installed by Guardian Alarm.
• Understand the Guardian Alarm standard for programming and properly update default setting according to the specifications when remotely connecting to control panels.
• Organize and learn to utilize any and all reference materials referring to installation, programming, and troubleshooting
• Have a thorough understanding of how alarm systems communicate, function, and the ability to instruct a variety of customers with basic operations and the same understanding over the phone.
• Work to resolve as many customer issues remotely as possible to avoid sending a service technician to the customer site.
• Excellent verbal and written communication skills.
• Excellent interpersonal and customer service skills.
• Proven strong attendance record.
• Ability to explain technical issues internal and external customers.
• Strong analytical and problem-solving skills.
• Strong understanding of computer and networking systems as it relates to alarm security systems.
• Proficient with Microsoft Office Suite or related software.
• Proficient with or the ability to quickly learn a broad array of alarm security systems hardware and software.
• Associates degree in related field or equivalent experience required.
• At least four years of related experience required.
• At least 3 years of experience troubleshooting, installing, and/or servicing alarm security systems.
• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.
• Use hands to manipulate objects, tools or controls.
• Ability to speak and hear.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. See policy People Policy 1.2 in the employee handbook

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.