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Commercial Technical Support Supervisor

Company: ADT
Location: Irving
Posted on: November 19, 2021

Job Description:

Company Overview: ADT has been in the business of helping save lives--since 1874.--As--the--#1 smart home security provider in the U.S.,--we help protect and connect families, businesses and larger commercial customer--every day.--Our continuous innovation, advanced technology and strategic--partnerships deliver products and services that help protect life and valuables, whether at home, your business or on the go. And--as--times change, so do we.--Above all, our mission is clear:--we help--save lives for a living.--Looking for a career where you can make a real impact?--Join our team today and put--purpose behind your paycheck.--#WeAreADT-- Check out more about life at--ADT--here.-- Position 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&T, 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 is an Equal Employment Opportunity (EEO) Employer. We celebrate diversity and are committed to building an inclusive team that represents a variety of backgrounds, perspectives, and skills. ADT strives to ensure every employee and applicant feels valued. Visit us at jobs.adt.com/diversity to learn more.

Keywords: ADT, Irving , Commercial Technical Support Supervisor, IT / Software / Systems , Irving, Texas

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