Job Description

JOB SUMMARY:

The purpose of the Senior Monitoring Specialist is to provide senior-level operational and technical support for monitoring operations, branch integrations, monitoring infrastructure, central station coordination, and monitoring process standardization. This role serves as a subject matter expert supporting Monitoring Specialists, acquisitions, troubleshooting efforts, and monitoring technologies across the organization.

ESSENTIAL JOB DUTIES:

• Responsible for supporting monitoring operations, monitoring infrastructure, branch integrations, and technical support initiatives.
• Provide leadership and guidance to Monitoring Specialists and assist with monitoring account audits and integrations.
  • Support monitoring account reconciliation and acquisition integrations.
  • Develop and maintain monitoring SOPs, workflows, and operational procedures.
  • Review monitoring data and system configurations for accuracy and compliance.
• Central Stations
  • Support central station configurations and monitoring communication pathways including IP, cellular, AES, and radio technologies.
  • Coordinate troubleshooting efforts related to monitoring communication issues and escalated branch support.
  • Assist with implementation of monitoring technologies, reporting tools, and operational initiatives.
  • Provide technical support and periodic onsite branch assistance, training, audits, and integration support.
  • Coordinate with operations and accounting teams regarding monitoring billing validation and account discrepancies.
• Agreements
  • Support after-hours escalations and operational emergencies when required.
  • Support monitoring account documentation and operational consistency across branches.
  • Travel periodically to branch locations for monitoring and technical support as needed.
• Billing
  • Work collaboratively with branch teams to improve monitoring processes and support growth initiatives.
  • Ensure monitoring records and central station information remain accurate and aligned.
• Other duties may be assigned.

QUALIFICATIONS

The qualifications listed below are representative of the elements required to perform the job successfully, however in some cases, an equivalent combination of Education, Training, Certifications and Experience may meet the job qualifications.

Education, Training, Certifications:

• High School Diploma or GED, required; Associate's or Bachelor's degree in Business, preferred; or equivalent experience (5+ years) in the Fire Protection Industry (Fire or Security)

Experience, Knowledge, Skill Requirements:

• 5 years of professional computer skills
• 5+ years Fire Alarm, Security, or Monitoring Industry experience preferred.
• 3+ years Central Station or Monitoring Operations experience preferred.

Communication Skills:

• Must have the ability to effectively read, write and communicate in English with employees and customers.

Systems and Software Skills:

• Ability to operate a computer and advanced Microsoft Office (Excel, Word, Outlook) experience required.
• 3 years business intelligence systems, Timberline Sage 300 CRE, or similar ERP or CRM

Other Qualifications:

• Valid driver's license with acceptable driving record required.
• Must be able to comply with SFS's Drug and Alcohol policy and Background screening requirements, which may also include customer specific requirements based on contractual agreement

PHYSICAL & WORK ENVIRONMENT REQUIREMENTS

Reasonable accommodations may be made to enable individuals with disabilities to perform Essential Job Duties.

Physical Requirements:

While performing the duties of this job, the employee is required to sit for long periods. Employee will occasionally be required to bend, kneel, balance, lift
Work Environment:

Employee is in a Technical role and will require job site work, technical troubleshooting, work alone and with others. Tech will have an assigned office as primary location in a location commensurate with quick response times to troubleshoot and repair system components.

While this job description is intended to be an accurate reflection of the position, management reserves the right to modify, add, or remove duties and to assign other duties as necessary.

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