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Field Operations
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WD30087767339 Requisition #

Primary Objective

The Service Installation Representative is responsible for, scheduling, coordinating, and dispatching field technicians to perform installation work in the security alarm industry


Specific Accountability

  • Ø  Adherence of ADT Security EH&S, QA and HR Policies and Procedures

  • Ø  Monitor and manage the Install job queues for new Install jobs

  • Ø  Monitor and manage the Install recall job queues

  • Ø  Monitor and manage the jobs assigned to Technicians queue

  • Ø  Order parts required for the Install and Recall jobs using Pronto

  • Ø  Ensure KPI’s are achieved and met as per the requirements of both ADT and its customers

  • Ø  Adherence of official start and finish times and breaks

  • Ø  Adherence of Tyco leave entitlements

  • Ø  Provide a direct conduit between ADT and the customer for all Installs works

  • Ø  Ensure all jobs have correct data advising the customer of the chargeable service rates and travel charges if applicable

  • Ø  Actively check all jobs have been processed as per the ADT Policy and Procedures from Finance, Service Managers, Install Manager and other Key Account Holders

  • Ø  Ensure the Technician is provided with the ‘Docusign’ / EHS site specific documentation, prior to attending site

  • Ø  Other activities as requested by the Installs Manager

  • Ø  Build and maintain good working relationships with our internal customers, such as Technicians, Subcontractors, Service Managers, Sales Managers, Sales Rep’s and suppliers


Qualifications, Knowledge and Experience

  •  Call Centre or Control Room experience would be preferred but not essential
  •  Experience in using Pronto, Mastermind and / or Click software - experience would be preferred but not essential
  •  PC knowledge/Skills including Microsoft Word, Excel
  • Demonstrated track record working in a team environment or co-ordination role
  • Excellent co-ordination & time management skills
  • Attention to detail
  • Accurate data entry skills



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