Service Technician

Kastle Systems; Fremont (CA); On-site; USD 55,000 - 75,000; Full time

Job summary

Kastle Systems is seeking a Service Technician in Fremont, California, to test, troubleshoot, and repair security systems at customer sites. The role requires advanced knowledge in electronics, networking, and diagnostics. Responsibilities include maintaining and servicing access control and CCTV systems, managing service tickets, and providing updates to clients. The ideal candidate should possess strong communication skills and demonstrate the ability to work independently, with a willingness to work overtime as needed.

Qualifications

• Must be able to troubleshoot problems at customer sites and remotely.
• Work history must display stability and consistent attendance.
• Self-motivated with excellent attention to detail.

Responsibilities

• Maintain, service, install, and test basic access control and security systems.
• Diagnose CCTV system problems and determine faulty components.
• Provide regular progress updates to all stakeholders.

Skills

Advanced electronics knowledge

Advanced electrical knowledge

Mid-level to advanced networking knowledge

Advanced diagnostic skills

Ability to interface and communicate with customers

Job description

Overview

The Service Technician tests, troubleshoots, and repairs all aspects of our security systems, including access control and video systems, at customer sites. Experience with servicing CCTV, various video systems, networking (TCP/IP), and related network routers, gateways, and switches is a plus. Must be able to troubleshoot problems at customer sites and remotely. The Service Technician II interacts directly with the client, client representatives, other contractors, and Kastle personnel to ensure a successful service and repair solution. The Service Technician ensures that service orders are completed accurately and on time, and that these services meet or exceed client expectations.

Responsibilities

Service and Resolution (70%):

• Maintain, service, install, and test basic access control, security components, and video/CCTV systems.
• Diagnose CCTV system problems and determine faulty components.
• Program digital and network video recorders according to client needs.
• Ensure systems are serviced properly and on time in accordance with Kastle's procedures and quality control standards.
• Provide regular progress updates to all stakeholders.
• Communicate with customers, customer representatives, contractors, and Kastle staff as necessary to service, install, and test equipment.
• Service and repair Kastle access control and video systems.
• Interface with customers to ensure their confidence in the Kastle System.
• Verify completed work is documented accurately and consult with manager to resolve discrepancies.
• Maintain company‑owned vehicles, tools, equipment, and individual tool issue.
• Travel locally to work sites in the DC Metro area.

Service Ticket Administration (15%):

• Manage tickets once assigned.
• Log technician hours and parts used on jobs, change the billing status on jobs after consultation with CS and/or I&S Director.
• Provide accurate documentation for completed work and consult with Technical Support to resolve discrepancies.
• Process work orders and service requests in the field service dispatch system.

Equipment Maintenance and Inventory (5%):

• Maintain and protect building keys to customer buildings.
• Provide proper documentation for inventory control and maintain inventory for vehicles and projects.
• Be available to perform end‑of‑year and interim inventory counts.
• Maintain assigned company‑owned vehicles, tools, equipment, and individual tool issue.

Qualifications

• Advanced electronics knowledge.
• Advanced electrical knowledge.
• Mid‑level to advanced networking knowledge with certifications.
• Advanced diagnostic skills for more complex services.
• Work closely with network and IT personnel on IP addressing issues.
• Knowledge in access control (Z, Quad, other), locksmith, wireless networking, delayed egress locks, specialty alarm systems (DMP/Silent Night), other access control manufacturers, training/certification, telephones, networking & IP.
• Ability to perform quality service repairs on multiple supported products.
• Work history must display stability and consistent attendance.
• Demonstrated ability to accept responsibility and carry out assigned tasks with limited supervision.
• Ability to interface and communicate with customers and co‑workers in a clear and professional manner.
• Self‑motivated and excellent attention to detail.
• Must be available to work overtime, weeknights, and weekends as needed.
• Ability to lift, move, or carry items up to 75 pounds.
• Required to maintain a valid driver’s license and clean driving record.

Equal Opportunity Statement

At Kastle, we believe that diversity makes us stronger – at work and in the world. Kastle Systems International, LLC is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, protected veteran status, marital status, pregnancy or any other basis protected by applicable federal or state laws.