Assist customers with system trouble and user operations; service personnel with advance programming and troubleshooting; and training new personnel and interpret new products and technologies. Work with management and field personnel to find and implement technical solutions for customers. Assist the department with special projects and uploads and downloads of all panel types.

This is an onsite position, reporting daily to 800 E Waterman Street, Wichita, KS

Essential Duties and Responsibilities include the following:

• Assist customers with technical questions.
• Assist technicians with technical questions.
• Assist internal customers with technical questions.
• Perform remote downloading duties.
• Quality Control installations and account setups.
• Collaborate with Tech Support and Field personnel.
• Schedule branch service calls.
• Upload/download all types of panels.
• Assist with training Tech Support personnel.
• Perform special projects assigned to the department.
• Must be able to assist with on call rotation
• Troubleshoot a wide variety of diverse products and handle customer grievances.
• Position requires weekend, holiday and shift work and may require mandatory overtime.
• Assist will all departmental functions as defined by leadership.

Skills:
• Must have alarm technology skills, including troubleshooting, installation, monitoring and programming.
• Customer Service and problem-solving skills.
• Decision making skills and independent judgments are important to this position.
• There is continuous need for strong interpersonal, communication, creativity and people skills.
• Continuous use of discretion is necessary.
• Requires constant reading, writing, speaking and understanding of the English language.

Abilities:
• Ability to operate independently with minimal supervision and perform duties with little direction given.
• Ability to read, write, and comprehend simple instructions, short correspondence, and memos.
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
• Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions.
• Ability to deal with problems involving a few concrete variables in standardized situations.

Contacts:
• Within the Company, contacts are usually made with other departments and locations.
• Contacts frequently contain discussion about confidential or sensitive matters necessitating discretion at all times.
• Most contact is made on own initiative with about 90% being over the phone and 5% face to face, through email. 80% of all contact is made with customers.

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, and occasionally lift and/or move up to 50 pounds.
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception,
• and ability to adjust focus.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work Environment:
• While performing the duties of this job, the employee is occasionally exposed to risk of electrical shock.
• The noise level in the work environment is usually moderate.
• Must be available in on call situations.

Minimum Qualifications:
• High school diploma or General Education Degree (GED) and two to three years experience with various alarm systems and their operation to include experience with Fire Systems, 2-way systems, CCTV and Card Access; or equivalent combination of education and experience.

Certificates, Licenses, Registrations:
• None Required

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.