Lead Technician

Pavion Connects and Protects by providing innovative fire, security, and communication integration solutions to customers across the globe. We bring industry-leading expertise to clients in enterprise, healthcare, education, government, data center, and retail industries. As a global leader, Pavion specializes in the design, installation, service, and maintenance of cutting-edge fire alarm systems, critical communications, video surveillance, access control, and advanced AV technologies. Our mission is to bring clarity and transformation to safety, security, and communication through integral technology and radical service.

About the role

We are seeking a talented and motivated Lead Technician to join our integration business unit. This role involves direct customer-facing support, troubleshooting, installations, and preventive maintenance on commercial equipment.

Responsibilities

• Serve in a direct customer-facing role providing onsite support for various technical issues
• Provide outstanding customer service to improve customer relationships
• Receive and perform field service calls, installations, and preventive maintenance on commercial equipment
• Diagnose various system issues to determine system state and identify required corrective action
• Troubleshoot equipment malfunctions utilizing standard and specialized test equipment
• Repair or replace worn, damaged, or defective parts
• Request replacement parts and work with end users to restore systems to operational status
• Provide technical support and training to end users
• Manage workload using the service management ticketing system
• Assist in the installation and configuration of various hardware and software components for new installations and/or service maintenance jobs
• Maintain service van inventory to effectively respond to customer calls for service
• Maintain vehicle and tools in good working order
• Collaborate with management to identify process improvement areas, improve efficiency, workflows, and processes
• Comply with all policies, procedures, and standards
• Accurately report activities related to work orders and timecard reporting for invoicing and tracking
• Occasional travel outside of the normal work area for service projects
• Share knowledge and tips to improve overall service with the rest of the team
• Maintain competent understanding of CTSI services, products, and industry sectors
• Meet or exceed individual goals
• Other duties as assigned

Requirements

• High School Diploma or GED
• 3-5 years of experience working in a similar technical role
• Valid driver’s license and acceptable driving record
• Familiarity with IP/Networking and comfortable navigating various OS evolutions
• AV control programming experience (Crestron, Extron, AMX) or ability to work with programmers to load updated Control Programming Files and test changes
• Solid understanding of SOW’s, blueprint drawing comprehension, schematics, and device installation best practices
• Pro Audio Experience, DSP, and Live Sound applications
• IP Video Based Certification

Preferred Qualifications

• Associate’s degree
• Industry certification(s)
• Basic computer skills, strong written and verbal communication, strong sense of customer service
• Experience using standard electrical test equipment or specialty test equipment used with network systems, AV equipment, healthcare systems, or security equipment

Pay

The hourly pay range for this position is $35-45 per hour. The starting hourly pay will be determined based on qualifications, experience, education, skills, certifications, and internal equity.

Benefits

We offer a comprehensive benefits package.