Jr. SME

About the role

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.

Responsibilities

• 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.

Skills

• 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