Senior Technical Support & Training Specialist - Fire Alarm & Electronic Security
Job Description
Description:Why work for Wittenbach?
Experience a rewarding career with Wittenbach and enjoy a competitive benefits package:
- Health Insurance: Medical, dental, and vision coverage
- Financial Protection: Identity theft protection and voluntary life insurance
- Time Off: Generous PTO starting up to 120 hours after 30 days of employment, plus paid holidays (including your birthday)
- Employee Support: Access to the Employee Assistance Program and Employee Assistance Fund
- Retirement Savings: 401(k) retirement plan with employer match
- Flexible Spending: Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA)
- Life Insurance: Employer-paid life insurance, short-term disability, and long-term disability
- Professional Development: Paid training opportunities and Education Assistance Program
- Referral Bonus: Earn up to $5,000 for referring new employees
- Overtime: Eligible for overtime pay in accordance with Department of Labor regulations
Description:
Since 1974, Wittenbach has been a leading provider of innovative cash automation and security solutions for financial institutions. Our commitment to customer satisfaction and delivering results has driven our growth. With over 200 highly trained service professionals throughout our service area, we ensure rapid response to our customer’s service needs. The corporate office is in Sparks, Maryland along with regional operations in Hunt Valley, MD, Coatesville, PA and Charlotte, NC. Our Sales and Service footprint spans the Mid-West and East Coast.
Responsibilities
Job Summary:
This Senior Technical Support and Training Specialist role exists to ensure the optimal functionality and understanding of the Company's Electronic Security (ES) and Fire Systems equipment for both internal teams and external customers. The position serves as a critical resource for technical expertise and effective training delivery, directly contributing to customer satisfaction and the successful implementation and maintenance of alarm and access control systems installed or serviced by the Company. Ideally, we are looking for someone close to our Charlotte, NC or Hunt Valley, MD Office.
Responsibilities:
General:
- Collaborate seamlessly with the Service Team, IST, and Account Managers to maximize customer satisfaction.
- Leverage exceptional Fire product knowledge, technical skills, and customer service expertise to excel in this senior support role.
- Maintain all required and current Fire Alarm certifications
Training:
- Schedule and deliver engaging initial and refresher training sessions on Fire products for Field Service Representatives (FSRs).
- Develop comprehensive training programs for new Fire products as needed.
- Create effective virtual training courses utilizing iSpring LMS within Paylocity.
- Track FSR training progress and curriculum completion accurately via Training Manager/Paylocity.
- Provide timely quarterly reports to Regional Managers (RMs) on FSR completion of manufacturer online Fire courses.
- Recommend strategic FSR training needs to Regional Managers based on performance and product updates.
Technical Support:
- Maintain all required vendor equipment certifications to provide accurate and up-to-date technical support.
- Provide expert phone support to FSRs, effectively guiding them through equipment troubleshooting, programming, and technical inquiries.
- Disseminate clear and concise technical information and relevant service bulletins to FSRs.
- Accurately identify part numbers and efficiently facilitate replacement orders for FSRs.
- Maintain and update the Technician SharePoint site with comprehensive product specifications and clear service procedures.
- Provide timely and accurate product technical details to Sales Administration and Account Managers.
- Liaise effectively with vendors for advanced technical support, escalating complex issues as necessary.
- Actively participate in the evaluation and thorough testing of new products.
- Provide critical on-site technical support to resolve complex equipment issues as required.
Customer Service:
- Provide expert assistance to customers with equipment setup and address operational inquiries effectively.
- Resolve customer issues efficiently and effectively, escalating appropriately when necessary.
- Utilize all available resources to thoroughly address and resolve customer concerns, ensuring satisfaction.
Job Requirements
Functional/Technical Skills:
- Comprehensive knowledge of basic electronics and Fire Alarm Systems, with strong technical aptitude.
- Demonstrated service excellence in supporting both internal and external customers.
- Effective presentation and facilitation skills.
- Strong ability to effectively train and disseminate technical information to others.
Education & Experience:
- Education: Associate's Degree in Electronics or equivalent military or trade school experience.
- Experience: Minimum of 5 years of progressive industry experience with electronic security products and Fire systems, including alarm and access control devices.
- Education and Training: Requires active NICET Level 1 certification.
- Environmental/Physical Demands: (Identify any environmental or physical demands associated with performing the duties of this position).
Physical Requirements:
- Lifting: Able to lift up to 50 pounds occasionally.
- Movement: Able to move 50 pounds occasionally.
- Pushing/Pulling: Able to push/pull objects with moderate effort frequently.
- Sitting/Standing: Able to sit and/or stand for up to 8 hours per day.
- Fine Motor Skills: Must have good hand-eye coordination and dexterity for tasks like grasping, manipulating, pinching, bending, reaching, twisting, and turning.
- Communication: Able to communicate effectively with customers, both orally and in writing.
- Visual Acuity: Able to see objects closely and perceive depth continuously.
- Conceptual Understanding: Able to understand, relate to, and apply concepts consistently.
- Memory: Able to remember multiple tasks and assignments over extended periods.
- Travel: May require occasional travel to provide technical support for customers. Valid driver's license, automobile insurance, and own transportation required.
Environmental Requirements:
- Sedentary Work: The role often involves sitting at a desk for extended periods, which can lead to health issues if not managed properly.
- Computer Work: Prolonged use of computers can cause eye strain, back pain, and repetitive stress injuries.
- Noise: Office environments can be noisy, which may require concentration and noise-canceling headphones.
- Lighting: Adequate lighting is essential for computer work and overall comfort.
The final salary offer will depend on several factors, including:
- Experience: Your level of experience in the relevant field.
- Knowledge and Skills: Your specific knowledge, skills, and abilities.
- Ability: Your demonstrated ability to perform the job duties effectively.
- Geographic Location: The location of the position can influence salary rates.
The actual salary offer may vary based on individual qualifications and circumstances.
