What you will do for Siemens Smart Infrastructure: Our Smart Buildings help to create efficient, safe, responsive and responsible environments. Our aim isn’t just about improving buildings; it’s about creating perfect places that improve peoples’ lives. This position leads a team responsible for performing service work for building automation, fire, life safety, and security systems. The right candidate will coordinate specialist and technician activities for all installed projects, technical support programs, and time-and-materials (T&M) work to provide on-time delivery and ensure customer expectations and commitments are met. Responsibilities: Provides support for monitoring and processing alarms received within the Central Monitoring Station (CMS). Receives processes and dispatches emergency calls to responsible agency or customer contacts. Provides outstanding customer service by receiving calls from customers that are requiring service or information reference on their accounts. Acknowledges alarms received and dispatches appropriate personnel for issue at hand. After dispatch, logs call into system activity report. Generates statistical or investigative reports for management. Continuously monitor alarm signal queue for prioritized response. Document all calls with appropriate resolution codes and notes. Provide quality customer service on every call. Must have familiarity and training to provide specialty alarm monitoring and dispatch ability for Remote Access Control systems, including CCURE and DSX platforms. Exercise good listening skills. Communicate clearly and effectively with customers and agencies. Manage length of calls. Attend monthly meetings and training sessions. Be familiar with emergency response procedures. Review and critique recorded conversations for purposes of improving customer interaction Qualifications: High School Diploma, state-recognized GED, or state-recognized high school proficiency exam Any certified training or knowledge of Access Control, Fire, and Burglary systems a plus 1-3 years customer service experience Prior security call center experience using the Security Business Net (SBN) automation system or similar system is required ACD telephone system knowledge preferred Good verbal and written communication skills to effectively communicate over the telephone and document activities Excellent customer service skills and ability to work in a dynamic fast paced environment Ability to navigate a computerized data entry system or other relevant applications. Knowledgeable in Microsoft Office applications is a plus. Applicants must be legally authorized for employment in the United States without need for current or future employer-sponsored work authorization Where permitted by applicable law, Siemens may require employees to be fully vaccinated against COVID-19 based on job requirements, and in accordance with an accommodation based on legally protected reasons Benefits: Competitive salary based on qualifications Health, dental, and vision plans with options Matching 401(k) Competitive paid time off plan, holidays, and floating holidays Paid parental leave Company cell phone and laptop Extensive product training and professional career development Education and tuition reimbursement programs available Overtime, on-call pay, and company uniform and vehicle for eligible positions Organization: Smart Infrastructure Company: Siemens Industry, Inc. Experience Level: Early Professional Full / Part time: Full-time Equal Employment Opportunity Statement Siemens is an Equal Opportunity and Affirmative Action Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to their race, color, creed, religion, national origin, citizenship status, ancestry, sex, age, physical or mental disability unrelated to ability, marital status, family responsibilities, pregnancy, genetic information, sexual orientation, gender expression, gender identity, transgender, sex stereotyping, order of protection status, protected veteran or military status, or an unfavorable discharge from military service, and other categories protected by federal, state or local law. EEO is the Law Applicants and employees are protected under Federal law from discrimination. To learn more, Click here. Pay Transparency Non-Discrimination Provision Siemens follows Executive Order 11246, including the Pay Transparency Nondiscrimination Provision. To learn more, Click here. California Privacy Notice California residents have the right to receive additional notices about their personal information. To learn more, click here.