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Sr. Service Technician

2 months ago

Richmond, United States Acoem USA Full time

Position Summary


The Acoem Gunshot Acoustic Threat Detection (ATD) Sr. Service Technician, has a field profile and is responsible:

  • for the installation of ATD products on sites to be protected, 
  • for integration with CCTV network 
  • for testing and carrying out an acceptance of the ATD installations,
  • to complete an installation report 
  • to identify, prevent, and resolve service interruptions in the installation and operations of integrated ATD products, 


and also for supporting the sales growth initiatives in the designated business area. Works closely with the sales and service teams to support pre-and post-sales opportunities, including demonstrations and critical projects such as installation, testing, acceptance, commissioning, and training for ATD systems and products sold to our customers. Must be an effective communicator and collaborator with internal and external stakeholders. 


Essential Functions


  • Perform a variety of security system installation, maintenance, modification, replacement, and repair work. 
  • Provides technical expertise, leadership, and project coordination services to support and maintain the continuity of the ATD sensors, systems, and networks. Resolve a variety of installation or operational problems with the equipment (mechanics, power supply, IT network). 
  • Install new hardware and complex products while ensuring that they work correctly and safely.
  • Educating the hardware users about the correct use and upkeep of their products. Short Training after installation
  • Communicate with management, vendors, contractors, and team members to establish and maintain effective working relationships. 
  • Manage and organize work with contractors to ensure timeline and efficient project completion
  • Optimize the on-site installation process to minimize the installation time, improve maintainability and reparability 
  • Repair, test, and correct equipment in the field or at a designated location. 
  • Assessing hardware and installation functionality and preparing reports about installation, maintenance, and repair work that they have performed.
  • Explaining installation, diagnostic, and repair issues in a way that is accessible to a non-technical audience
  • Maintain records and documentation by collecting, analyzing, and summarizing information. Provide written and/or oral reports as requested. 
  • Recommends and implements policies and practices to maximize resource utilization.
  • Maintains knowledge of networking developments trends, and best practices. 
  • Handle customer relations in a professional and friendly manner.
  • Work cohesively with foreign and domestic ATD teams.


Education & Experience


  • Bachelor’s degree in Computer Science, Computer Engineering, Network Engineering, Information Systems,  OR an equivalent of education and experience. 
  • 4+ years of experience in networking and/or video-related systems, preferably customer-facing.
  • 3+ years in the Security or related industry. 
  • technical background in electrical engineering would be highly desirable
  • Strongly Preferred - certifications such as AVIGILON, Axis, Genetec, Salient, Milestone, or similar. 


Knowledge, Skills and Abilities: 
  • Good verbal and written communication skills. 
  • Excellent interpersonal skills with the ability to explain technical issues to technical and non-technical staff in English.   
  • Strong analytical and problem-solving skills.
  • understanding of computer and networking hardware and software systems.
  • Excellent time management skills.
  • Proficient with Microsoft Office Suite or related software. Google Workspace is helpful. 
  • Proficient with or able to quickly learn to use a broad array of networking and systems hardware and software.


Physical and Environmental Requirements
  • Occasionally, lift, push, pull, and carry up to 50lbs.
  • Regularly use hand tools requiring fine manual dexterity. 
  • Climb and stand on ladders or lifts for extended periods. 
  • Work with heights including ceilings, ladders, rooftops, power poles, etc. 
  • This job may work a significant amount of time outdoors with exposure to natural elements.
  • Requires up to 50% to 80% travel (depending on the activity load)