Client Services Technician

Job Description

Job Description

Lead Service Technician – Client Services

4S Security

As a Lead Service Technician – Client Services, you will be responsible for maintaining, supporting, and optimizing existing 4S Security systems while delivering a professional and responsive client experience.

You will lead service visits, troubleshoot complex technical issues, perform preventive maintenance, and coordinate closely with the Client Services Coordinator, Client Services Manager, Director of Client Services, Engineering, Programming, IT, Project Management, and Warehouse teams to ensure efficient and high-quality service execution.

This position primarily supports active commercial properties, including office buildings, multifamily properties, schools, museums, institutions, and other secured facilities throughout the Chicago area.

• A problem solver who enjoys diagnosing complex technical issues and identifying the right long-term solution.
• Punctual and dependable, taking pride in being prepared and arriving on time.
• A quick learner who adapts easily and enjoys working with evolving security technologies.
• A strong communicator who can explain technical issues clearly and handle confidential information with discretion.
• Client-focused and committed to delivering a professional, responsive, and dependable service experience.
• Comfortable taking ownership of a service issue from initial diagnosis through resolution and documentation.
• A team leader who enjoys guiding other technicians and sharing technical knowledge.

• Lead and execute on-site and remote service visits for existing commercial client systems.
• Coordinate service schedules, priorities, site access, and client expectations with the Client Services team.
• Diagnose and resolve issues involving access control, video surveillance, intrusion detection, intercom, visitor management, networking, and other integrated security systems.
• Troubleshoot system hardware, software, cabling, power, network connectivity, programming, and device communication issues.
• Perform preventive maintenance, system inspections, equipment testing, firmware updates, and system health checks.
• Take ownership of complex and escalated service issues and drive them through resolution.
• Support, guide, and mentor technicians during service calls and troubleshooting activities.
• Collaborate with Engineering, Programming, IT, Project Management, manufacturer support, and other internal teams to restore or optimize system performance.
• Communicate professionally with property managers, security teams, facility personnel, IT departments, and other client stakeholders.
• Educate clients on system operation, basic troubleshooting, and recommended practices.
• Identify aging equipment, recurring issues, system deficiencies, and opportunities for repair, replacement, or modernization.
• Verify that systems are operating properly before completing a service visit.
• Accurately document service activities, findings, materials used, labor performed, resolutions, and required follow-up actions.
• Update drawings, device records, system documentation, passwords, and monitoring tools in accordance with company standards.
• Maintain service vehicles, tools, testing equipment, and assigned inventory.
• Follow all company, client-site, OSHA, and manufacturer safety requirements.
• Participate in Client Services meetings, technical training, and the rotating on-call schedule.

Requirements

• Qualifications
• High school diploma or GED.
• Minimum five years of experience servicing commercial security, low-voltage, or integrated technology systems.
• Demonstrated experience troubleshooting access control and video surveillance systems.
• Strong understanding of IP networking, including addressing, switches, VLANs, PoE, and network connectivity.
• Strong electrical, cabling, hardware, software, and system diagnostic skills.
• Ability to read system drawings, riser diagrams, floor plans, wiring diagrams, and technical documentation.
• Comfortable working independently and making sound technical decisions in active client environments.
• Strong verbal and written communication skills.
• Ability to document technical work clearly and accurately.
• Professional appearance and conduct when representing 4S Security at client sites.
• Manufacturer certifications are preferred but not required.
• Experience with platforms such as Genea, Avigilon Alta, LenelS2, Salient, Milestone, Axis, Hanwha, i-PRO, or similar systems is preferred.
• Physical and Other Requirements
• Ability to lift and carry equipment weighing up to 80 pounds.
• Ability to work on ladders, aerial lifts, and elevated work surfaces.
• Ability to work above ceilings, in equipment rooms, and in other commercial building environments.
• Primarily indoor work with occasional outdoor exposure.
• Ability to travel between client locations throughout the Chicago metropolitan area.
• Occasional early-morning, evening, weekend, or emergency service work may be required.
• Valid driver’s license and an acceptable driving record.
• Reliable transportation.

Benefits

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance
• Paid Time Off (Vacation, Sick & Public Holidays)
• Training & Development
• Mileage reimbursement or company vehicle