Senior Service Technician

AEM- Full Time Service Coordinator & Field Technician
Location: Westborough, MA
Job Title: Senior Service Technician

Service Coordinator Job Purpose

Manages incoming Service calls from the field. Maintains computer networks and user connectivity.
SM is going to maintain control of all usernames and passwords as well as all VPN connections and
Customer IP addresses.
Works along side with AEM software team, Technicians and VP of Service to alleviate customers issues.
The manager is able to remotely connect to the customer site to view the ongoing issue and make
corrections as needed. If a tech on site is required, he or she will coordinate with VP of service to
determine next steps. During down time Manager will assist VP of Service, assist Software dept, attend
training sessions and be able to perform site visits if necessary.

Senior Service Technician Job Duties

Coordinates troubleshooting, support, and service for equipment and networks when necessary
Upholds a sense of customer service and measures client satisfaction
Attends industry events and trade exhibitions to learn about cutting edge product releases and news

Senior Service Technician Skills and Qualifications:

Bachelor's Degree in Computer Science or a Related Field, Experience with Computers and Networks, Experience with Customer Service, Management, Leadership, Staffing, Written and Verbal Communication, Interpersonal Communication, Problem Solving, Decision Making, Critical Thinking, Teamwork, Attention to Detail, Analytical Thinking, Time Management, Working Under Pressure.
Knowledge and understanding of the Microsoft Windows, Excel, Word, JAVA, Niagara certification beneficial. Qualified with Distech Controls, ASI controls, JCI or American Auto-Matrix Controls is a major benefit.
Understands HVAC systems and terminology. Programming in the following areas would be beneficial.
Develops relationships with external clients and organizations to assess their technology, support, and
security needs.