Technical Service Operator

Our Customer Service Team is looking a Technical Services Operator to join their busy team. The main purpose of the role is to delivery first class customer service to our customers in the following areas:

- The installation and commission of security equipment and services.
- The resolution and prevention of technical difficulties with security equipment and services through pro-active and reactive remote assistance and field service appointments.

ADT Security is part of the Intelligent Monitoring Group, we are one of the leading Security providers across Australasia serving a wide range of customers across the residential and commercial market. We are a company in growth mode, that is fast paced with lots of opportunity for career growth.

Our Customer Service Team is looking a Technical Services Operator to join their busy team. The main purpose of the role is to delivery first class customer service to our customers in the following areas:

- The installation and commission of security equipment and services.
- The resolution and prevention of technical difficulties with security equipment and services through pro-active and reactive remote assistance and field service appointments.

**About the role**:

- Scheduling of new customer installation and connection to monitoring appointments.
- Dispatch of field technicians resources to complete installations and Service jobs
- Co-ordination of technicians to ensure all required and used equipment is collected,
- installed and recorded in ADT systems.
- Dispatch of field technicians to pro-active and reactive service appointments.
- Follow up on completion of jobs assigned within the commitment date and ensure ready for billing on a weekly basis.
- First point Technical support resolution resolves where ever possible
- Identification of remote office resolution opportunities and development of a technical
- capability to resolve.
- Deliver consistent customer satisfaction results for installation and service events, which exceed expectations and delight customers.
- Deliver customer solutions utilising continuous process enhancement and the implementation of technology solutions to achieve efficiency gains and greater customer satisfaction.
- Develop and maintain excellent field technician relationships, ensuring engagement in process development, compliance with process requirements.
- Role model behaviours and to clarify and coach for the achievement of high levels of performance from those within the role’s sphere of influence.
- Ensure customers are quoted for work complying with ADT’s current schedule of rates and taking into consideration warranty considerations and prior service experiences.
- Ensure all applicable charges are applied to installation and service jobs both for equipment and labour.
- Minimise invoice disputes and credits required to address defects in customer experience or billing

**About you**:

- A minimum of 3 years’ of relevant work experience
- Field services delivery experience advantageous
- Security product knowledge advantageous
- Previous experience in service delivery/administrative role
- Excellent oral and written communication skills
- Strong organisational, administrative skills and time management skills with ability to meet deadlines
- Experience in using Pronto, Mastermind and/or Click software desirable but not essential
- High level of expertise in MS Office software including Outlook, Word and Excel
- Capable of working efficiently in a fast-paced environment and under pressure
- Ability to work effectively as a team member and independently

**On Offer**:
A dynamic and inclusive work environment that values innovation and teamwork.

Opportunities for professional growth and advancement.

Salary range - $61,692.80 - $63,000

Working hours will be Monday to Friday 0830 to 1700

Based in Onehunga, Auckland with parking available.

If this sounds like you, **APPLY NOW