Responsible for overseeing service technicians and managing service work orders within their designated region.

SPECIFIC ACCOUNTABILITIES: Include, but limited to :

• Ensure customer satisfaction regardless of staff or environmental situations
• Serve as the primary point of escalation for all local customer needs, encompassing assistance with billing concerns, PTI customer service issues, and any other customer inquiries.
• Conduct weekly reviews of all calls to ensure prompt resolution and provide appropriate updates to customers. Collaborate with CSR and CSA teams to monitor, update, and resolve calls.
• Create or prepare all required reports and audits as mandated by customers. Generate reports as directed by PTI leadership, outlining metrics related to call handling, call volume, SLA resolution times, and other specified metrics.
• Partner with local leaders in formulating departmental goals, policies, and procedures.
• Uphold and elevate performance standards for all local PTI accounts.
• Accountable for overall site safety and the promotion of safety programs.
• Demonstrate and coach behaviors that ensure quality customer service.

GENERAL ACCOUNTABILITIES:

• Maintain and protect assigned Company assets.
• Represent Company in a business-like professional manner in both conduct and appearance, to maximize client satisfaction.
• Work in compliance with the Company's policies and procedures including safety manual with self and others in mind at all times.
• Work proactively and in a positive manner with co-workers.
• Communicate effectively and timely to resolve Company, Client, or other inquiries and/or requests.
• Available to work outside of, or in addition to, normal businesses hours.

SUPERVISORY DUTIES:
In accordance with applicable Company policies/procedures and Federal/State laws, is responsible for the following supervisory responsibilities: approve timesheets and time off; planning, assigning, and directing work; coaching and appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

REQUIRED QUALIFICATIONS:

• High school diploma, or equivalent
• Minimum 2 years of experience in a technical customer service environment
• Minimum 2 years of experience demonstrated in the security systems industry
• Valid Driver's License with acceptable record
• Ability to pass pre-employment and customer-required background checks and drug screens.

PREFERRED QUALIFICATIONS:

• Associates degree (2 year) in a technical capacity
• 2 years of experience in service operations
• Knowledgeable of current Stale and Federal labor law and Union contract compliance

DEMONSTRATED PROFESSIONAL COMPETENCIES:

• Excellent time-management and organizational skills
• Ability to solve problems and collaborate with additional resources for resolutions
• Ability to organize workload for effective implementation, including the ability to multitask while under deadlines or time constraints
• Excellent interpersonal skills including customer service skills.
• Ability to write simple correspondence and present information in one-on-one and small group situations.
• Ability to interact effectively at all levels and across diverse cultures.
• Ability to function as an effective team member.
• Strong analytical and technical problem-solving skills
• Adapt to changes in the work environment, manage competing demands and able to deal with frequent change, delays or unexpected events

PHYSICAL DEMANDS: In general, the following physical demands are representative of those that must be met by an employee to successfully perform the essential functions of this job.

• Must be able to effectively communicate, (i.e. see, hear, speak and write clearly) in order to communicate with employees and/or other customers; manual dexterity required for occasional reaching and lifting of small objects, and operating office equipment.

WORKING CONDITIONS: In general, the following conditions of the work environment are representative of those that an employee encounters while performing the essential functions of this job.

• The office is clean, orderly, properly lighted and ventilated. Noise levels are considered low to moderate
• Some local travel may be required.
• Site work job conditions are similar to typical construction projects. Work at required heights utilizing ladders, scaffolding, lifts, or other. Work in confined spaces as necessary

REVIEWS: The purpose is to evaluate the overall performance of meeting position responsibilities/duties and goals and will be held at least annually.

BENEFITS:
Colleagues and their families are covered by medical, dental, vision, company provided basic life insurance and AD&D and short-term disability, telemedicine & virtual counseling. Voluntary insurances offered include life insurance and AD&D, short-term disability (buy-up option), long-term disability, accident, critical illness, and hospital indemnity insurance, and HSA & FSA accounts. Colleagues may also enroll in the company's 401(k) plan. Colleagues will also receive PTO (paid time off), sick leave, and 7 paid holidays.

PAY : $75-90,000 Annually DOE
Company Info:
Paladin Technologies is a premier North American complex systems integrator for building technology solutions, including IP security, alarms & monitoring, audio visual, low-voltage infrastructure, and networking. As a leader in the design, deployment, optimization, management, and maintenance of communication and digital networks, Paladin can meet the needs of clients on a national scale, while providing local support. Our team is the best in the industry, with manufacturer trained technicians, PMP-certified project managers, CTS- and RCDD-certified design engineers, coordinators, and administrative resources.
Paladin has offices coast to coast across the United Stated and Canada, and nearly 1,600 talented and committed professionals dedicated to custom-crafting and installing technology solutions for clients requiring Integrated Security, Network Infrastructure, Audio Visual, Fiber Optics/OSP, Structured Cabling, and more. We are always at the forefront of the changing technology landscape, and through continued training, complex client projects, and company support, we provide our colleagues with exciting challenges and a rewarding career as Paladin continues to grow.
This company considers candidates regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status . We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law. If you need accommodation for any part of the application process, please send an email or call 858-668-1705 to speak with Human Resources and let us know the nature of your request.
We thank you for your application, however only those selected for an interview will be contacted.