Senior Physical Security Engineer & Team Lead

Prime Communications Inc; Elkhorn (WI); On-site; USD 95,000 - 140,000; Full time

Job summary

Prime Secured is seeking a Senior Service Engineer in Wisconsin to act as a technical leader and people manager, overseeing a team of service engineers while delivering hands-on engineering and exceptional client experiences.

You will work with clients, service coordinators, and technicians to resolve complex issues, drive continuous improvement, and ensure systems meet project specifications and Prime Secured standards.

Qualifications

• Minimum of 6 years of technical experience, preferably in physical security systems.
• Expert knowledge of access control, video surveillance, intrusion detection, and related technologies, including Genetec, Axis, DMP, Mercury.
• Advanced experience in system installation, configuration, optimization, and troubleshooting.
• Strong understanding of network protocols and system integration.
• Demonstrated ability to lead technical problem-solving and mentor others.
• Excellent analytical, communication and interpersonal abilities.
• Proven ability to manage complex client interactions with professionalism and confidence.
• Must demonstrate Prime Secured’s Core Values: Serve; Everyone has a story, collect it; Play chess not checkers; Own it; Growth minded.
• Strong attention to detail and a consistent commitment to quality.

Responsibilities

• Advanced Troubleshooting: Diagnose and resolve highly complex technical issues that arise during everyday use, serving as a SME (Subject Matter Expert) for escalated service cases.
• Tuning: Configure, tune, and optimize system settings to ensure peak performance, stability, and seamless integration of all security components.
• Documentation: Ensure all documentation is completed, reviewed, and uploaded per Prime standards before project launch and completion. Maintain various internal technical documentation and service processes.
• Customer Service: Act as a senior technical point of contact for customers, providing clear communication, updates, and expert guidance. Deliver advanced training to end-users, technicians, and engineers on system operation, maintenance, and troubleshooting.
• Collaboration: Work closely with clients, service coordinators, engineers, and technicians to ensure smooth resolution of issues. Participate in site visits as needed.
• On-Call: Participate in and support the after-hours on-call rotation, supporting team members during escalations.
• Other Duties: Perform other responsibilities as assigned to support department and company objectives.

Skills

Technical leadership

Access control

Video surveillance

Network integration

Mentoring

Tools

Genetec

Axis

DMP

Mercury

Job description

Prime Secured is seeking a Senior Service Engineer in Wisconsin to act as a technical leader and people manager, overseeing a team of service engineers while delivering hands-on engineering and exceptional client experiences.

You will work with clients, service coordinators, and technicians to resolve complex issues, drive continuous improvement, and ensure systems meet project specifications and Prime Secured standards.