Remote Maintenance Team Lead (Internal)

Company Description
The Chubb Fire & Security Difference…
Service Excellence
Technology leadership
Focus on Quality
National Coverage
Single Point of Contact
A Name You Can Trust
Chubb Fire & Security provides an unparalleled portfolio of security and life safety solutions to Canadian institutions, businesses and residences. We deliver advanced solutions to many of the most demanding security and life safety requirements across the country. Our coast-to-coast coverage is provided through a team of experts sharing a common focus on service excellence. Our proven capabilities yield the ultimate in peace of mind to those that we serve.
Role Summary:
Chubb is looking for a Remote Maintenance Team Lead who will be responsible to lead the day-to-day activities of the remote maintenance team, they will provide training for the remote maintenance specialists, track metrics on customer service and work collaboratively with local branches and other departments to develop a best-in-class service team. The successful candidate will also be able to perform duties related to the expert support and remote services provided to Platinum clients having Chubb alarm, access control and CCTV solutions include AFxEnterprise/Express, DSC Neo, DMP, CCURE, Kantech, ExacqVision, Avigilon, Verint, Genetech and others. This includes managing client technical support requests, performing remote troubleshooting and triage and executing remote tasks to address operational issues. The role includes the creation, collection, validation, and curation of technical content in an online, collaborative portal. This position will act as primary contact for Platinum clients seeking to remotely resolve technical issues prior to, or in place of, a service work order.
Location: Mississauga, other locations.
Job Description

Provide day to day leadership to the team of specialists

Work collaboratively with other teams to establish metrics and tools required to create a best-in-class service.

A key job responsibility is to resolve technical issues remotely and avoid dispatching a technician to a site.

To process customer technical escalations via online booking and/or phone support.

To provide triage, for Platinum customers, using remote tools to determine what response is needed (i.e. remote services, field services, customer operations, sales input).

To effectively execute remote service via client or remote desktop sessions to create a point of presence on the customer system to collection details, understand operations and affect changes to resolve the issue.

To generate concise, accurate and detailed job scopes for fieldwork orders as to effectively direct technicians to the required resolution.

Reviews all incoming client requests in several dedicated email accounts and respond within the required period.

Helping customers having remote services contracts (internal & external) on the programming, troubleshooting of AFX, DSC and CCTV/Integrated systems client software and equipment.

Provides remote phone support to customers or their agents to resolve issues related to the integration of 3rd party components to the monitored intrusion, Access and CCTV/Integrated systems.

Responsible for walking customers through the process of helping resolve systems issues, whether the problem relates to a user error, configuration and programming.

Works closely with other departments as well as our Remote Services team.

Follows all departmental and company policies, procedures, and standards.

Create or update standard work pertaining to the documentation process (creation or update).

Qualifications

Bilingual (French/English) is preferred.

College degree and/or two (2) years of vocational or technical training in electronics, loss prevention, security industry or another related field.

Direct, technical experience in the commercial security industry, field installation or service experience – Intrusion, Access and CCTV/Integrated systems experience preferred.

In-depth knowledge of Intrusion, CCTV/Integrated systems and access control products available to the security industry, detailed hardware and programming knowledge of AFxEnterprise/Express, DSC Neo, DMP, CCURE, Kantech, ExacqVision, Avigilon, Verint, Genetech or similar applications.

In-depth knowledge of the software (client and server) setup and operation for AFxEnterprise/Express, DSC Neo, DMP, CCURE, Kantech, ExacqVision, Avigilon, Verint, Genetech or similar applications.

Understanding of virtualized hosted infrastructure and remote connectivity solutions in support of the execution of their required remote services activities.

Familiarity with a multitude of other electronic and CCTV/Integrated systems devices used in systems integration – including relays, timers, wireless devices, environmental sensors, etc.

Familiarity with computers and operating systems, networking, storage, related cabling and switchgear.

PC experience in a Windows environment.

Experience in alarm processing systems such as Mastermind with specific tasks associated with account support and issue management functions performed using Mastermind.

Other Requirements

Detail-oriented, with excellent verbal and written communication skills.

Must have the ability to react calmly and professionally in stressful situations with both internal employees in addition to external clients.

Ability to work flexible hours, weekends, and holidays

Ability to work independently

Additional Information
ur offerings include

Competitive compensation and benefit package

RRSP matching

Employee Discounts

Learning and Development opportunities

Reward and Recognition Program

A culture of performance & accountability

A supportive and positive team environment

Background Check Requirements:
As a condition of employment, this position may be subject to the successful completion of the following pre-employment conditions:

Criminal Background Check

Reference Check

We thank all applicants for their interest; however only those candidates selected for an interview will be contacted.
We are committed to a diverse and inclusive workplace for all. If you are contacted for a job opportunity, please advise us of any accommodations needed to ensure fair and equitable access throughout the recruitment and selection process.

Chubb