Aurora, IL | Full-time

Technical Support Representative

Job Summary:

The Technical Support position provides technical and programming support for customers, Field Installers, Field Service Technicians and Sales Representatives in order to help retain the customer and to promote the company value.

To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Alarm Detection Systems is an EEO employer

*Essential Functions and Responsibilities: 

  • Responsible for instructing the customer in the proper use of their system, programming, and support for customers and Alarm Detection Systems personnel
  • Ability to learn new duties and adjust to new situations
  • Set objectives to expand on primary job responsibilities to provide personal and professional growth
  • Answer incoming dealer calls concerning technical information and parts
  • Research and answer dealer field complaints on parts, follow up with QA
  • Helps Customer Service identify alternative parts for backorders
  • Natural curiosity and drive to learn new topics
  • Interest in the modeling of complex technical and business problems
  • Ability to make the right decision in difficult situations and exercise good judgment
  • Support sales with technical information to identify proper equipment for the engineering of the sale
  • Support all departments with technical details for alarms
  • Present professionally, which includes speaking clearly, listening carefully, following through with responsibilities, and always maintaining a professional attitude and appearance
  • Other duties as assigned by the Customer Care Manager and Technical Support Supervisor

Education/Experience:

  • High School Diploma or equivalent is required
  • Experience as a field service technician is preferred
  • Customer service experience is required

Knowledge/Skills/Abilities:

  • Burglar and Fire Alarm Equipment Knowledge
  • Customer Service Skills
  • Computer Skills
  • Knowledge of different alarm manufacturer’s software
  • Ability to multi-task
  • Read schematics
  • Organized and detail oriented

Licenses/Certifications:

  • Clear and valid driver’s license is required
  • Must be able to obtain a Permanent Employee Registration Card from the State of Illinois Department of Financial and Professional Regulation
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