Jr. SME

Job Description

Job Description

JOB TITLE: Jr. Subject Matter Expert (SME)

EMPLOYER: Telgian Corporation

DEPARTMENT: Repair Services

REPORTS TO: Supervisor of Repair Operations

EFFECTIVE DATE: 9/15/2026 

The Jr. Subject Matter Expert (SME) is the Technical Suppression/Alarm Specialist to internal/external customers and regulatory agencies on subjects related to inspection and repair of fire suppression and alarm systems. In performing these functions, the Jr. SME acts as a customer advocate to ensure the validity/need and scope/costs of indicated repairs are within industry norms and guidelines and in compliance with jurisdictional codes. Secondary functions include providing training and/or technical support to Telgian associates as required to drive top‐level customer service. As a Jr. SME, the associate will be under the supervision and given direction by an industry experienced SME. This is a full time in-office position. Candidate is required to work out of the Phoenix office.  

ESSENTIAL DUTIES:

• Review scopes of work, confirms best course of action, validates pricing/costs, and prepares inspection/repair proposals for presentation to customers. 
• Acts as liaison between customers, vendors, and regulatory authorities to ensure alignment of work order details and guidelines meet regulatory requirements.
• Directly manages technically complicated or recurring work order issues that require attention beyond that of a typical work order (i.e., coordinating with another vendor to address a system issue, recurring issue needing resolution, etc.).
• Available 24/7 to act as primary escalation point resolving fire system issues remotely, if unable to resolve provides pertinent information to dispatch team to ensure appropriate vendor response.
• Reviews and validates vendor recommendations or modifications to original scope of work; authorizes completion of modified scope of work or recommends alternate course(s) of action.
• Review open service orders, determine if enough information on deficiencies is listed to prepare blind quotes; prepare blind quote or solicit additional information from vendor as required.
• Write reports and provides information to internal or external consumers as requested to communicate progress and/or resolution activities of work in progress.
• Support associate technical development by creating/implementing technical training programs, standard work documents or informational articles.
• Performs other related duties as assigned by management.

SUPERVISORY RESPONSIBILITIES:

• This job has no supervisory responsibilities.

QUALIFICATIONS:

• High school diploma or general education degree (GED), or one to three months related experience and/or training, or equivalent combination of education and experience.
• Associate degree (AA) or equivalent from a two-year college or technical school, or six months to one-year related experience and/or training, or equivalent combination of education and experience.
• Computer skills required: Microsoft Office Outlook, Microsoft Excel, Microsoft Word, Microsoft OneNote, Microsoft Dynamics 365.
• Industry experience is not required but preferred. Related experience in customer service, estimating, or in similar field is required.

COMPETENCIES:

• Ethics - Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.
• Adaptability - Adapts to changes in the work environment; Manages competing demands; Change’s approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.
• Cost Consciousness - Works within approved budget; Develops and implements cost saving measures; Contributes to profits and revenue; Conserves organizational resources.
• Judgement - Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.
• Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.
• Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
• Quality Management - Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness.
• Quantity - Meets productivity standards; Completes work in timely manner; Strives to increase productivity; Works quickly.
• Technical Skills - Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others.
• Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.

PHYSICAL DEMANDS AND WORK ENVIRONMENT:

• Occasionally required to stand
• Occasionally required to walk
• Continually required to sit
• Continually required to utilize hand and finger dexterity
• Occasionally required to climb, balance, bend, stoop, kneel or crawl

• Continually required to talk or hear
• Ability to lift up to 10lbs at times

• While performing the duties of this job, the noise level in the work environment is usually moderate

The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities or physical requirements. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.