Technical Support Specialist II - Fire and Security

Technical Support Specialist II - Fire and Security

Siemens Smart Infrastructure is looking for a Technical Support Specialist for their Parsippany, NJ facility. Individual fields incoming technical support requests, is responsible for providing complex technical support on fire alarm safety systems, and escalating unresolved issues to ensure timely problem resolution. Candidate must possess excellent communication, customer service and problem-solving skills, while exhibiting characteristics and behaviors which support Smart Infrastructure Mission, Vision and Values.

Regular working hours are from 8:00am-4:30pm EST, Monday - Friday with rotating shift from 9:30am- 6:00pm. Participate on a rotating week of on-call for after hours (6pm – 8am EST) and weekends/holidays. Travel (10%) to assist with on-site support of customer equipment as required.

As a Technical Support Specialist, you will:

• Provide technical support to Siemens fire alarm customers via telephone, email, and on-site as required.
• Effectively assist Field Service Engineers and Technicians, serving as the product expert and counseling first level personnel on problem identification, troubleshooting and resolution.
• Log incoming support requests issue description as explained by the customer and the suggested resolution details into the company call tracking system in a timely and professional manner.
• Consult and if needed escalate the support request to Application/Field Support Engineers for higher level support.
• Achieve customer satisfaction through timely follow-up and appropriate troubleshooting.
• Provide evaluation and appropriate feedback on service manual revisions, technical bulletins, modifications, and review of new products and procedures to ensure quality field service.
• Basic skills in Outlook, Excel, Word and other critical job related applications.
• Maintain a high level of technical expertise on products supported via online and instructed lead training courses.
• Exhibit professionalism.
• Embrace diversity and respects differences of opinions.

You will make an impact with these qualifications:

• High School diploma or state-recognized GED
• Must be able to demonstrate:
  • Familiarity with basic operational aspects of low voltage security and fire systems.
  • Experience in testing, repairing and maintaining low voltage equipment.
  • Familiarity with computers and basic test equipment
  • Comprehensive working knowledge of a technical or specialty area, and of operations, methods, and practices. Generally, 5 years of successful experience in area of responsibility and successful demonstration of Key Responsibilities and Knowledge as presented above.
• Must have an electronics background and field service experience.
• Must be 21 years of age and possess a valid driver's license with limited violations

Preferred Qualifications:

• Associate's degree or 1-2 years of vocational technical training
• Specialized skill training/certification
• Bachelor's degree in engineering

Ready to create your own journey? Join us today.