Field Service Representative – Ottawa, Canada

Send resumé to [email protected]
Deadline to submit – December 1, 2016

About the Company:   Senstar, the trusted innovator safeguarding people, places and property, has been manufacturing, selling and supporting the world’s largest portfolio of perimeter intrusion detection sensor technologies for more than 30 years. Senstar is also a leading provider of personal duress products to ensure the well-being of security personnel, as well as of a line of solutions that protect security networks against cyber threats. Senstar’s products can be found around the world in more than 80 countries, in tens of thousands of sites including borders, ports, military and government, correctional facilities and other critical sites.

Responsibility Overview:  Interacts with customers, integrators, dealers, installers, field support, engineering support and sales staff, the Field Service Representative assists in reducing the customer response turnaround time and contributes to building the service business with an entrepreneurial approach.

Reports To:  Technical Support Manager

Responsibilities:

A) Field Service
• provide in-field technical assistance throughout the various stages of product delivery, including pre-sales consultation, integrator and dealer/installer liaison, installation and
support, and on-site troubleshooting
• conduct product or systems site surveys and installations (indoors and outdoors), including site debugging or maintenance
• travel extensively both domestically and internationally
• solve difficult product problems to the most detailed level, using laboratory test instruments
• create project files and databases

B) Product Information, Instruction & Documentation
• complete all pertinent paperwork surrounding customer site support, including quotations, trip reports, maintenance plans, update of internal customer databases and expense statements
• communicate with manufacturing and engineering groups regarding product debugging faults and deficiencies
• plan, prepare, organize and execute product training courses for customers, dealers and internal staff, including preparation of necessary written materials
• provide technical/sales support in diverse areas, demonstrating thorough knowledge of all corporate products
• action incoming calls, executing departmental procedures, quality assurance measures and other initiatives

Physical/Mental Effort:

A) Physical
In a variety of indoor and outdoor work environments:
• walk customer site perimeter
• climb property fixtures such as fences, buildings, bridges and posts
• dig ground with use of appropriate equipment
• lift tools and product equipment
• lay buried cable & mount fence sensors- requires bending, stretching, gross & fine motor coordination
• sit during and rest from extended travel

In the office:
• walk, sit, bend and repeatedly move hands to use office tools (computers, faxes, phones)

B) Mental
• problem-solve customer and organizational operational issues
• troubleshoot site problems and maintenance requirements
• manage open cases and provide telephone support
• analyze customer requirements and environmental factors
• summarize pertinent site, product and organizational information
• communicated appropriately with staff, customers and dealers
• monitor and assess installer and product performance
• test installation with and interpret results from appropriate test equipment

Health and Safety Factors:

A) Hazards
• falls
• electrical
• chemical
• cuts/abrasions
• elemental or environmental exposure

B) Preventative Measures
• personal protective equipment : safety boots, fall harness, gloves, hardhat, appropriate work clothing
• training : fall protection, first aid, WHMIS, electrical safety
• engineering controls : barriers, modifications

Skills/Education:

A) Experience :
• customer service (3-5 years)

B) Competencies                                                                                                  Skill Level
• knowledge of oscillographic recorders, serial data analyzers,
cable fault locators and fibre optic power loss meters                                             Intermediate
• knowledge of drawing creation software such as AutoCAD and Visio                      Beginner
• knowledge of databases QNX/SQL                                                                      Intermediate
• IP Network Knowledge                                                                                      Intermediate
• interpersonal skills                                                                                             Intermediate
• oral and written English communication skills                                                       Intermediate
• oral and written French communication skills                                                        Beginner
• ability to cope with and be motivated by extensive travel                                       Expert
• ability to work with minimal supervision                                                              Intermediate
• ability to enjoy hands-on installation work                                                             Expert
• ability to work in a variety of indoor and outdoor working conditions                         Expert
• demonstrated initiative to provide outstanding, personal customer service               Intermediate
• aptitude for effective troubleshooting with both software and hardware                    Intermediate

C) Technical Knowledge
• Knowledge of the security industry                                                       Beginner
• camera system knowledge                                                                       Beginner
• security system knowledge                                                                      Beginner
• knowledge of QNX/SQL databases                                                        Intermediate
• knowledge of scripting or webdesign or programming                                      Asset
• IP Network Knowledge                                                                             Intermediate
• knowledge Windows/Linux/Server OS Environment                                         Beginner
• knowledge of MS Office Suite                                                                 Intermediate

D) Education :
• Completed post-secondary education in electrical technology, electrical engineering, Computer Science or equivalent experience.

Location and Travel:
This position is based in the Company’s corporate headquarters in Ottawa, Canada. Business trips to visit customer sites will amount to an approximate 60% travel commitment.

Contact us today to speak with a Senstar representative about your security needs.