Commercial Tech Support Supervisor
Company: Defenders
Location: Boca Raton
Posted on: June 23, 2022
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Job Description:
Company Overview:At ADT Commercial, we are in the business of
helping people and organizations to protect what matters most to
them. Building upon ADT's 145-year legacy, we secure the
livelihoods and futures of critical commercial environments, retail
location, educational campuses, healthcare facilities and financial
institutions across the U.S. as an industry-leading security, fire
and life safety systems integrator. We strive to have the most
experienced and technically trained and talented teams in the
industry, driven by excellence at every turn. At ADT Commercial, we
truly believe that our people are the difference - for our
organization, the customers we serve and the communities we
protect. When you're a part of ADT Commercial, you'll have the
opportunity to be a part of that difference every day. With more
than 300 locations, a deep national presence, and comprehensive
portfolio of solutions and services, our employees are always
poised for career advancement and growth. For more information,
visit www.adtcommercial.com or follow us on LinkedIn and
Facebook.Compensation: The pay range for this role is $50k - 60k
annually and is based on experience and qualifications.Benefits:
Medical, Dental and vision insurance Paid Time Off 401(k) plan with
company matching contribution Supplemental Voluntary Benefits
Tuition Reimbursement Employee Referral Program Employee Discount
ProgramPosition Summary: Oversee the daily operations of the
Commercial Tech Support team to ensure that all goals and
objectives relating to Commercial Tech Support are met through team
and individual coaching and mentoring. Monitor, maintain and report
team performance in the area of quality and productivity.Essential
Duties And Responsibilities include the following. To perform this
job successfully, the Commercial Tech Support Supervisor must be
able to perform each essential duty satisfactorily and may be
expected to perform some or all of the duties listed. Establish
good working relationships with internal Commercial Account Points
of Contacts by performing proactive field care calls, promoting the
full product line and services offered by Protection One, and
obtaining accurate central station information required for the
monitoring and servicing of the account. Assist Commercial Tech
Support Representatives with account questions and issues, working
towards resolution. Responsible for creating, maintaining and
updating all reports utilized within the Commercial Tech Support
team and providing oral and written updates to leadership outlining
any issues that arise. Responsible for assisting external and
internal customers with technical questions by demonstrating the
ability to troubleshoot a wide variety of diverse products.
Demonstrate the ability to perform quality control installations,
account set-ups, schedule branch service calls, upload/download all
types of panels, and perform special projects as assigned. Routine
meeting with Commercial Tech Support Representatives to review
productivity and quality of work. Review on-going account set-ups,
special projects, etc to ensure completion within given deadlines.
Report to Manager Technical Support Services and department
director on-going coaching and progress of Commercial Tech Support
team. Assist Manager Technical Support Services and department
director in interviewing/hiring/written coaching/terminations as
needed. Assist Commercial Tech Support representatives by handling
escalated phone calls. Ensure that Commercial Tech Support team has
all required hardware to perform job duties and coordinate with IT
department for timely resolution to issues. Demonstrate ability to
ensure department goals by performing call quality audits, account
audits for WinPAK and Video accounts with issued approval numbers,
and quality audits on submitted VSIS forms. Coordinate with Manager
Technical Support, Engineering, Monitoring and Customer Service
departments in the development and implementation of new processes
and procedures. Demonstrate flexibility to respond to departmental
needs as changes in the workload warrant. Other duties may be
assigned as necessary. Position requires weekend, holiday and shift
work and may require mandatory overtime. Supervisory
Responsibilities: Carries out supervisory responsibilities in
accordance with the organization's polices and applicable laws.
Directly supervises Commercial Tech Support representatives.
Responsibilities include: interviewing, hiring and training
employees, planning, assigning and directing work; appraising
performance; rewarding and disciplining employees; addressing
complaints and resolving problems. Knowledge: Knowledge of panel
communication formats including but not limited to CID, SIA 8, SIA
20, 4X2, 3X1 and Modem Extensive knowledge in Video Monitoring
Applications and Card Access Systems. Extensive knowledge on WinPak
software, DVR software such as Rapid-Eye and OzVision, and Elevator
Phones programming and procedures such as Talk-A-Phone. Extensive
knowledge with downloading software such as Compass, DLS, RPS,
CADDX, AT, NAPCO, Silent Knight, and FireLite. Knowledge of all
company departments and job responsibilities. Knowledge of the
principles and practices of supervision. Must be PC literate with a
proficiency in Microsoft Office applications and Internet; ability
to type 25 wpm and download programs as needed. Skills: Excellent
time management, planning and forward-thinking skills.
Self-motivated and professional attitude. Excellent communication
and listening skills. Excellent teambuilding, customer service, and
interpersonal skills. Must possess good decision making skills, be
very organized and detail oriented. Abilities: Ability to read and
comprehend simple instructions, short correspondence, and memos.
Ability to compose simple correspondence. Ability to effectively
present information in one-on-one and small group situations to
customers, clients, and other employees of the organization.
Ability to add, subtract, multiply, and divide in all units of
measure, using whole numbers, common fractions, and decimals.
Ability to compute rate, ratio, and percent and to draw and
interpret bar graphs. Ability to apply common sense understanding
to carry out instructions furnished in written, oral, or diagram
form. Ability to deal with problems involving several concrete
variables in standardized situations. Ability to work with and
maintain confidential information. Physical Demands: While
performing the duties of this job, the employee is occasionally
required to stand; walk; sit; twist; use hands to handle; push;
pull or feel; reach with hands and arms; climb or balance; stoop,
kneel, crouch, or crawl; and talk or hear. The employee must
regularly lift and/or move up to 10 pounds, frequently lift and/or
move up to 25 pounds. Specific vision abilities required by this
job include close vision, color vision, and ability to adjust
focus. Reasonable accommodations may be made to enable individuals
with disabilities to perform the essential functions. Work
Environment: The noise level in the work environment is usually
moderate. The general work environment is characteristic of a
normal office environment. Must be able to work varied shifts,
weekends, and holidays as necessary. Minimum Qualifications: High
School Diploma or General Education Degree (GED) and three to four
years experience with various alarm systems and their operation
including experience with Fire Systems, 2-way systems, CCTV and
Card Access to include two to three years leadership experience; or
an equivalent combination of education and experience. College or
technical training preferred. ADT Commercial LLC is an Equal
Employment Opportunity (EEO) employer. We are committed to having a
diverse and inclusive workforce and do our best to foster a culture
and environment where every employee feels valued. Our goal is to
serve our customers and help save lives. We can achieve this goal
when we have the best talent working in an environment where
employees feel included and recognized. Visit us online at
jobs.adt.com to learn more.
Keywords: Defenders, Boca Raton , Commercial Tech Support Supervisor, Other , Boca Raton, Florida
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