Position Summary
We are seeking an experienced Technical Service Representative to provide advanced technical support to our field technicians and customers. This role is responsible for troubleshooting access control systems, alarm systems, door hardware, and other low-voltage security solutions while ensuring timely issue resolution and exceptional customer service.
The ideal candidate has hands-on experience in the electronic security industry and is confident diagnosing system issues remotely, supporting field technicians, and working directly with customers to resolve technical challenges.
Essential Responsibilities
- Provide technical support to field technicians and customers via phone, email, and remote troubleshooting.
- Diagnose and resolve issues involving access control, intrusion alarm, door hardware, and other low-voltage systems.
- Assist technicians with system programming, configuration, startup, and commissioning.
- Troubleshoot electrical issues including voltage, current, continuity, open circuits, and short circuits using appropriate testing equipment.
- Support installation and service teams by identifying root causes and recommending corrective actions.
- Document technical issues, resolutions, and service recommendations within company systems.
- Develop troubleshooting procedures and technical documentation to improve efficiency.
- Escalate complex issues to manufacturers or engineering support when necessary.
- Stay current on new products, technologies, and manufacturer updates.
- Build and maintain strong working relationships with technicians, customers, and manufacturer support teams.
Required Qualifications
- Minimum 3 years of experience in the electronic security industry.
- Strong working knowledge of:
- Access Control Systems
- Intrusion Alarm Systems
- Electronic Door Hardware
- Low-Voltage Wiring
- Experience troubleshooting electrical circuits, including voltage, continuity, open and short circuits.
- Ability to read wiring diagrams, schematics, and technical documentation.
- Strong understanding of relay logic, power supplies, locking hardware, readers, and request-to-exit devices.
- Excellent customer service and communication skills.
- Strong organizational skills with the ability to manage multiple support requests.
Manufacturer certifications are a plus or willingness to obtain certifications after hire.
We're looking for someone who:
- Enjoys solving technical problems.
- Can confidently support technicians over the phone.
- Has excellent troubleshooting skills.
- Works well independently while collaborating with the operations team.
- Provides outstanding customer service under pressure.
- Takes ownership of issues until they are fully resolved.
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Retirement plan
- Vision insurance
Application Question(s):
- Are you comfortable troubleshooting low-voltage circuits using a multimeter, including testing voltage, continuity, resistance, and identifying open or short circuits?
- Do you currently hold any manufacturer certifications? If yes, please list them.
Work Location: In person
