Service & PPM Technician

The Service & PPM Technician position is a key role within the engineering team, specifically the service team. This role is critical to the success of the department as it very much customer facing. The trust gained in this position is invaluable to the Company’s ongoing relationship with our customers and their site-based staff. The role requires effective communication skills not only with customers but with colleagues across multiple departments, with a proactive and enthusiastic approach to coordination and planning.

The Service & PPM Technician will provide reactive visits for typical fault finding and resolution, to the electronic security systems installed on our customers premises. The works will be performed to company standards and to the highest industry standards possible. Planned Preventative Maintenance (PPM) will also be performed for this role, which is a key precursor to keep the security systems maintained and spot any potential future issues early.

The technician will be required to join the call out rota to support our customers who require a full 24/7 attendance for priority reactive service calls.

The Service & PPM Technician may also be requested to support the Projects department, performing some installation works and minor commissioning works. This would typically be when additional support is required on those Projects, and also in quieter times when no service or PPM style works are booked.

Responsibilities

• Attend assigned reactive service calls and PPMs, as booked by the service coordinator.
• Support the coordinator with bookings and plannings to ensure the view of the customer and the view of the site works is fully considered.
• Strive to achieve a fix within that first visit, on all service calls.
• Complete and return relevant service call ticket details before leaving site.
• Ensure customer satisfaction before leaving site. Explain the works performed and ask if there are any other items they wish you to look at before closing the call and leaving site.
• Take responsibility for adherence to SWI technical standards on all works.
• Communicate with colleagues and the service coordinator regarding engineering tasks and follow up action items.
• Service and maintenance support – assisting other field engineers, LSPs and clients resolving technical problems. Providing remote support to customers, colleagues, and subcontractors as needed.
• Travel to sites to meet clients and build relationships.
• Be on the call out rota system and provide out of hours support to customers as and when those out of hours calls are required.
• Co-ordinating with the clients IT, Security, Health & Safety and facility management teams, to ensure a high level of client cooperation.
• Other reasonable duties maybe requested or assigned.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Further products will be added to this typical list. Not all products are essential, but 75% is expected.

• Enterprise level access control systems to at least a basic qualification
• Enterprise level CCTV and Video Management Systems to at least a basic qualification

• S2
• CCure
• Feenics
• AMAG
• ProWatch
• Milestone

Experience

• 5 years or more field experience of servicing enterprise level access control systems
• 5 years or more field experience of servicing enterprise level CCTV systems
• 10 years or more experience working in the electronic security system industry
• Wide range of customer base (datacentres, office buildings, warehousing, etc.)

Certificates

Manufacturers certification on at least 50% the above listed enterprise systems is essential.

Suitable ECS / VCA / SafePass (or equivalent) and IPAF (or equivalent) certification are desirable, as is a current health and safety competencies (SMSTS / SSSTS).

Ongoing training will be provided by the company to ensure this key lead role maintains and develops their own technical knowledge.