Join Our Team

Lead Technician

GENERAL RESPONSIBILITIES

• Must have the aptitude and attitude to learn the Security Integration Business.
• Use problem solving and technical skills to help resolve potential problems before they can have a negative impact on the customer and the company.
• Respond to emergency service calls as necessary as needed and once you go on the “on call rotation”.
• Provide Extreme Customer Service® – Interface with the customer in a respectful manner, giving the customer the information & explanations that are helpful in understanding the situation & resolution, realizing there are internal and external customers.
• Remain focused on customer’s issues & concerns, responding to requests in a thorough, professional, & timely manner.
• Prioritize workload and promptly contacts customers and supervisor if problem/delay arises which prevents them from keeping scheduled appointments.
• Demonstrate a team player attitude and help work towards instilling best practices in the field.
• Set the example for others to follow in the way you work and conduct yourself. Coach co-workers.
• Completes and submit required paperwork that is neat, accurate, and thorough; ensure that all paperwork is completed in a timely manner and follows SAF Technologies established processes.
• Maintain a professional appearance khaki pants, company dress shirt, and appropriate work shoes.
• Be dependable and punctual for work and appointments.
• Work to get and maintain certifications.
• Demonstrate competence in wiring panels & devices to meet SAF Technologies standards.

REQUIRED

• Must have experience installing and maintaining the systems we sell (Genetec, AMAG, Lenel, Feenics, Avigilon, experience)

Project Manager

The Project Manager is responsible for the entire project from start to finish. Project managers work with a project team, overseeing the development of security systems for the protection of facilities, personnel, data, and assets. Using a combination of management skills and specific security system knowledge, they coordinate the security project through its progressive stages, with the goal of project completion within specified time and budget constraints. This position will require working in the field from time to time.

JOB DESCRIPTION

• Understanding the needs and goals of an organization and developing an appropriate project plan is the responsibility of a project manager
• Specific duties include keeping up with the progress of the project team, which can include lead technicians, installers, programmers, engineers, and sub-contractors
• Throughout the project, a project manager must monitor costs and schedules while maintaining an appropriate level of quality in security system development and installation
• A project manager is required to facilitate efficient communication across all levels of a project to ensure consistency in reaching the project’s goal, and to help in the recognition of any potential opportunities, risks, or complications
• It is the responsibility of this project manager to stay current with any advances or changes in equipment, technology, and methodology
• The project manager will be tasked with managing the team for installations of access control, video surveillance, intrusion detection and intercom systems
• The individual for this position will be tasked with maintaining the high level of excellence and quality for our clients thru out the installation process

RESPONSIBILITIES TO INCLUDE BUT NOT LIMITED TO THE FOLLOWING:

• Planning and scheduling, engineering, installation, and subcontracting activities on installation projects
• Maintaining current job plans, specifications, and schedules
• Preparing, implementing, and managing project installation plans and procedures
• Updating job costing on a weekly basis, completing POC reports of job status and costs to complete, pursuing change order opportunities, and other duties as assigned
• Manages project(s) and establishes Project Management Methodology documents through project Initiation, Planning, Monitoring and Controlling, Execution and Closure
• Oversees all phases of the project, coordinating with the business area, vendors, and other relevant areas
• Creates project plans that encompass requirements for financial planning, resource estimation, vendor oversight and requirements specifications
• Determines project timelines, milestones and actionable tasks using appropriate tools
• Executes requirements to gain project approval from those associated with the project
• Manages changes to project scope, schedule and budget using appropriate validation techniques to keep the project plan accurate, updated, reflective of authorized project changes. Facilitates client acceptance of changes and their impact
• Formalizes final acceptance and closure for the project based on satisfactory achievement of outcomes from the client
• Works across key stakeholders and colleagues to ensure appropriate inclusion and representation
• Communicates project success criteria, status updates, issues, and changes in a timely and clear fashion with all team members and stakeholders
• Raises issues and risks early and works with others to determine possible solutions, outline impacts, and resolve effectively
• Manages and is accountable for execution to achieve desired & agreed upon stakeholder objectives and requirements
• Manages work plan and staffing for each phase of project and arranges for recruitment or assignment of project team members
• Oversees collection & validation of detailed client requirements, constraints, and assumptions
• Oversees technical vendor selection and performance, based on statement of work/scope, and monitors expense status and impact on project, directly or through management of project/work stream
• Oversees on-site commissioning execution and remediation of issues for functional and certification testing
• Facilitates project change requests, sponsors associated change initiatives & application of company’s methodology
• Detects potential crises, troubleshoots problem areas, and develops contingency plans.
• Leads a project team: ­Reviews/gathers status reports and input by project team and modifies schedules or plans as required
• Coaches, mentors, motivates, and supervises and evaluates all direct reports
• Delegates tasks and responsibilities appropriately. ­Influences and holds team members accountable for assigned tasks. ­Sets and continually reviews expectations with team members
• Identifies and resolves conflicts among team members and customers
• Ensures all deliverables and commitments are met, and that the project is in compliance with relevant standards and methodologies

JOB REQUIREMENTS

Qualified applicants for the installation Project Manager position will meet the minimum requirements, as described below:

• The successful candidate must be a proven self-starter, with 3-5 years’ equivalent work experience in Access Control, CCTV or related project management experience, or equivalent combination of education and experience
• High School Diploma or GED is required. A Bachelor’s degree in construction management, personnel management, and project management or related field would be a plus
• Must have excellent time management and organizational skills, maintain or working on CSPM or PMP certification, and be proficient (or able to quickly become proficient) in the following computer programs (Excel, Access, Word, Internet, Outlook, Power Point, Microsoft Project, among others)
• Excellent oral & written communication and customer service skills are essential for both internal and external customers
• This position requires a valid driver’s license, clean driving record, and insurance
• Proficiency in project and personnel management to include specification compliance
• Possess strong customer telephone skills
• Proficiency to conduct field surveys, prepare change orders and permits
• Familiar with major manufactures of access control and CCTV systems. Experience with Lenel, Honeywell, Genetec, AMAG, Avigilon, Axis, and Feenics are considered a plus
• Possess strong troubleshooting skills
• Full understanding and working knowledge of all tools related to this field
• Full understanding and working knowledge of all equipment related to the industry
• Strong computer skills
• Understanding of networks and connectivity protocols
• Team leader
• Success driven
• Strong skill set for time management
• Excellent client interaction skill set
• Ability to report project status in a timely manner
• Experience managing multiple simultaneous projects
• Initiative, Planning, Executing, and Monitoring a project
• Communication management including leading project meetings and recurring dashboard updates
• Expense management, forecasting billing and financial reporting
• Ability to read and understand complex building architectural, mechanical, and electrical documents including blueprints
• Ability to multi-task and prioritize among assignments with a strong adherence to deadlines
• Be able to create tracking spreadsheets, reference data in other spreadsheets and create macros
• Must be organized, detail oriented and self-motivating
• Must pass a pre-employment background check and drug screen
• Must have a valid driver’s license and a driving record that meets company requirements
• Must be highly organized and detailed and able to implement an effective and efficient strategy that ensures a streamline process within their responsibilities.  This will involve challenging deadlines and the ability to develop contingency plans in certain situations
• The Project Manager must have a professional work ethic, be articulate and use good independent judgment and discretion.  Must have proven ability to maintain correspondence, discussions, and materials in strictest confidence.  Must be able to work overtime as needed
• The ability to successfully interact at all levels of the organization while functioning as a team player.  This includes a strong ability to effectively translate information to the appropriate levels within and outside of the organization
• Project managers must possess certain traits, such as flexibility, assertiveness, approachability, and foresight. Being able to handle stressful situations, to delegate tasks and to bring together the ideas of team members are also crucial. Skills required for this position include communication, leadership, and organization. Math and computer skills are essential for many of the tasks required of a security project manager

Job Location: Matthews, NC

Service Technician

GENERAL RESPONSIBILITIES

• Maintain a neat and orderly service vehicle. This includes exterior/interior cleanliness as well as organization of materials and parts/tools.
• Adhere to the company’s policies, procedures, and goals set forth in the employee hand book.
• Check emails and messages at least every 15 minutes for any updates or requests from managers or customers and respond accordingly.
• Work with other technicians and manager/admin team to ensure all customer needs are being met and that service calls are not being neglected. This includes but is not limited to working on installation projects.
• Provide “Extreme Customer Service” at all times when addressing customers and while on customers’ property. Also maintain the highest level of professionalism while in public; in the company vehicle and/or in the company uniform.
• Conducts his/her self in a professional, courteous manner in all aspects of the job, understanding we have internal and external customers. Extreme Customer Service is one of the CORE Values at SAF.
• Utilize industry knowledge/skills to ensure that troubleshooting is completed thoroughly and correctly in order to prevent customer call backs.
• Must have experience installing and maintaining the systems we sell (Genetec, AMAG, Lenel, Feenics, Avigilon, ProWatch, Honeywell, DMP)
• Utilize resources to ensure that all avenues of troubleshooting have been completed prior to leaving a service call incomplete. This includes contacting other technicians, managers, and tech support.
• Provide an update with detailed description for completed service calls to be sent to the customer as well as to the internal “Support” email box; Also update plans for resolution and estimated return date on incomplete calls. Updates and CSRs for service calls (complete or incomplete) are expected to be reported immediately (before leaving the customer’s site)
• Contact Tech support for Case numbers and RMA numbers (where applicable) for parts that need to be returned for repair. Tech will also be required to fill out appropriate paperwork for Returns, box up the items, and turn them into the service coordinator for returns.
• Maintain a complete inventory of service vehicle. Technician will be responsible for completing and turning in the proper paperwork to replenish parts that are used on service calls. This includes filling out completely and turning in to admin/manager any part requisitions for parts needed on open service calls.
• Will be required to have and maintain a safe driving record.
• Will be required to provide his/her self with basic hand tools; specialty tools will be provided by SAF when deemed necessary by manager.
• Conduct quarterly inventory audit of vehicle.
• Can lift up to 50 lbs in a safe manner, using a back belt support if needed. Additional employees may be required, or using a forklift to move objects safely.
• Has the aptitude, and ability, to safely operate a man lift or various types of service lifts.
• This list is not all inclusive, and additional tasks may be added, and existing task may be removed as business needs dictate.

Strategic Account Manager

GENERAL RESPONSIBILITIES

• The Role of the “Strategic Account Manager” Position A Strategic Account Manager works to improve an organization’s market position, company brand and achieve financial growth. This person builds key customer relationships, identifies business opportunities, negotiates and helps close business deals. It is their job to work with the internal team and other managers to increase sales opportunities and thereby maximize revenue for their organization. To achieve this, they need to find potential new customers, present to them and ultimately help convert them into clients.Job DescriptionThe primary role of the Strategic Account Manager position is to work with and manage existing clients. They must be proactive in maintaining a relationship, understand their business and help customers develop their electronic security programs to help them in their business.The Strategic Account Manager must also work with potential clients by responding to RFPs and RFIs. This include creating and presenting proposals, responding to questions and helping to close new opportunities. The will also be responsible for maintaining these new prospects when they are converted to customers.The Strategic Account Manager will partner with and ensure the long-term success of our customers. They will be responsible for developing long-term relationships with their portfolio of assigned customers, connecting with key business executives and stake holders. They will be the liaison between customers and cross-functional internal teams to ensure the timely and successful delivery of our services and solutions according to our customer’s needs. 

  New Business Development

  The Strategic Account Manager will assist and participate in company marketing events as well as attend industry specific events and functions.

  o Assist in the planning and execution of trades shows and marketing events such as:

  o SAF Education Academy

  o SAF Creative Memory Events

  o SAF Special Event

  Responsibilities:

  · Operate as the lead point of contact for any and all matters specific to your customers.

  · Build and maintain strong long lasting customer relationships.

  · Develop a trusted advisor relationship with key customer stakeholders and executives.

  · Ensure the timely and successful delivery of our proposals and solutions according to internal and external stakeholders.

  · Forecast and track key account metrics.

  · Assist with high severity requests or issue escalations as needed.

  · Ensure that data is accurately entered and managed within the company’s CRM or other sales management system.

  · Forecast sales targets and ensure they are met.

  · Track and record activity on accounts and help to close deals to meet these targets.

  · Always represent the company in the best light.

  · Understand our company’s goal and purpose so that you continually enhance the company’s performance.

Service Manager

GENERAL RESPONSIBILITIES

• The Role of the Service Manager:The Service Manager will have profit and loss responsibility for the department with defined revenue and margin targets. ln addition he/she will be responsible for customer satisfaction, employee productivity, training, and development. The Service Manager will supervise a team of service technicians, embedded lockshop technicians and a service coordinator. Scope of work to include managing employees in the following disciplines: Access Control, CCTV, Intrusion, Commercial Door and Hardware.Job Description:Customer service and satisfaction is the key objective for a Service Manager. This requires a proactive approach to maintaining effective customer communications, along with building solid customer relationships, from initial contact through service issue resolution. Problem resolution, using company tools, processes, and policies, is essential and involves retaining ownership of issues until a solution is identified, resolution is achieved, and financial arrangements are settled. Collaborative teamwork is a must in this role and drives our success in providing customer support. Using all means at our disposal to keep our internal and external partners connected is critical to providing seamless customer support 24-hours-a-day, seven-days-a-week. We rely on our team through individual and group contributions to strengthen our methods, ensuring the continuous improvement of the organization.This position is one of the most important functions within the organization. An enthusiastic effort to provide Extreme Customer Service@ to our customers is vital. The Service Manager is primarily responsible for supporting customers experiencing problems with their integrated security, or low voltage systems. Delivering reliable, high quality, remote support and triage for our customers’ alarm & fire systems, video surveillance systems and network connections are the foundational responsibilities of this position. The Service Manager will assist in fielding incoming calls via telephone, e-mail and other mediums, documenting, diagnosing, troubleshooting, and solving systems issues.General Responsibilities:
  • Establish and nurture relationships with clients
  • Ensure that things do not slip through the cracks or get missed.
  • Answer all requests for service and provide solutions for special requests if needed.
  • Ensure that the technicians in the field are aware of any changes or special instructions.
  • Manage a team of service technicians to ensure they are thoroughly trained, have proper tools, accurately execute the work per industry standards, perform them within the scheduled time, and provide detailed notes and report additional work or information needed.
  • Address productivity and performance concerns quickly and appropriately.
  • Seek out training and cross training opportunities for team development.
  • Look for ways to encourage and inspire your team through personal example and acts of service.
  • Maintain parts on hand inventory for each truck to ensure timely response to customer needs.
  • Perform quality calls & visits to clients regarding service calls.
  • Ensure all work scheduled is serviced, invoiced, and reported if needed.
  • Make sure the customer is satisfied with the work completed.
  • Constructively handle all customer complaints related to your department.
  • Constantly strive toward continuing professional growth and work to improve your business skills and those of your technicians.
  • Work with the project managers to ensure there is a smooth transition from projects to warranty coverage.
  • Detects potential crises, troubleshoots problem areas, and develops contingency plans.
  • Track service department metrics such as average response time and average resolution times.
  • Raises issues and risks early and works with others to determine possible solutions, outline impacts, and resolve effectively.
  • Manages and is accountable for execution to achieve desired objectives and requirements.
  • Coaches, mentors, motivates, and supervises and evaluates all direct reports.
  • Delegates tasks and responsibilities appropriately. Influences and holds team members accountable for assigned tasks. Sets and continually reviews expectations with team members.
  • Identifies and resolves conflicts among team members and customers.
  • Ensures all deliverables and commitments are met and the project follows relevant standards and methodologies.
  • Responsible for training service personnel, building a team with the skillset and customer service focus to support and grow the department. Accountable for the efficiency and productivity of the team. Ensures that fair and effective performance measurements are assigned and that employees are motivated to achieve and/or exceed their assigned goals and objectives. Conducts employee evaluations and/or communicates performance improvement strategies and actions.
  • Empowers, organizes, and develops the service staff into a cohesive and effective team trained and motivated to grow the business. Responsible for hiring quality individuals who possess the necessary skills, knowledge, talent, and experience to fill open job positions. Identifies areas such as business and product knowledge, and customer service where training and development can enhance the department’s ability to meet current and future business needs. Maintains an open channel of communication among all departments and personnel to ensure consistent dialogue, foster initiative, and maintain employee morale. Will participate in technician ride-alongs to ensure compliance with safety programs, review productivity, measure performance, and review technicians’ abilities. Must ensure complete understanding of company policies/processes, reviewing them with employees to promote understanding and compliance.
  • Ensures that all employees comply with safety programs and that employee safety training is complete and up to date. Completes all workplace accident investigations as required by the company’s policy. Identifies safety issues and hazards and notifies management of conditions that require corrective action.
  • Responsible for managing the service department to an approved financial plan which includes operating expenses, accounts receivable/collections, manpower, capital, and inventory.
  • Responsible for implementing plans, programs, and processes designed to meet or exceed company goals and objectives as well as maximizing market potential in all business segments to include new service sales, revenue, and profitability.
  • Oversee the on-call rotation for emergency service.
  • Must be a backup for the 24 hours on call rotation.
  • Manage lock shop embedded technicians/customer inventory/customer inventory replenishment.
  • Assist with complex server installation/migrations and networking problems.
  • Manage all technician certifications and expirations of certifications.
  • Manage/Assist with service contract renewals.
  • Manage customer inspection/maintenance contracts.
  • Review and approve staff time sheets and expense reports.
  • Develop training and development programs and plans for the service department staff.
  • Meets regularly with technicians and service department personnel for coaching and feedback on training, promoting company vision, mission, values, running call-by-call management, and tracking performance.
  • Ability to anticipate and identify problems and use sound judgment and fact-based analysis to develop effective and efficient solutions.
  • Although we have outlined most job responsibilities for the position, from time to time there will be other responsibilities assigned, that are not part of the above responsibilities.
  • Job Requirements
  • Qualified applicants for the Service Manager position will meet the minimum requirements, as described below:
  • The successful candidate must be a proven self-starter, with 5-7 years’ equivalent work experience in Access Control, CCTV service experience, or equivalent combination of education and experience. Prior service management experience is a plus.
  • High School Diploma or GED is required. A Bachelor’s degree in construction management, personnel management, and project management or related field would be a plus.
  • Must have excellent time management and organizational skills.
  • Must be proficient (or able to quickly become proficient) in the following computer programs (Excel, Access, Word, Internet, Outlook, Power Point, Microsoft Project and among others).
  • Excellent oral, written communication and customer service skills are essential. This position requires a valid driver’s license, clean driving record.
  • Possess strong customer telephone skills.
  • Familiar with major manufactures of access control and CCTV systems. Experience with Lenel, Open Options, AMAG, Avigilon and Genetec a plus.
  • Strong troubleshooting skills set.
  • Understanding of networks and connectivity protocols.
  • Team leader.
  • Success driven.
  • Strong skill set for time management.
  • Excellent client interaction skill set.
  • Expense management, forecasting billing and financial reporting.
  • Ability to multi-task and prioritize among assignments with a strong adherence to deadlines.
  • Exceptional verbal and written communication skills, both with internal and external customers.
  • Be able to create tracking spreadsheets, reference data in other spreadsheets and create macros.
  • Must be organized, detail oriented and self-motivating.
  • Must have a valid driver’s license and a driving record that meets company requirements.
  • Must be highly organized, detailed, and able to implement an effective and efficient strategy that ensures a streamline process within their responsibilities. This will involve challenging deadlines and the ability to develop contingency plans in certain situations.
  • The Service Manager must have a professional work ethic, be articulate and use good independent judgment and discretion. Must have proven ability to maintain correspondence, discussions, and materials in strictest confidence. Must be able to work overtime as needed.
  • Outstanding verbal and written communication skills required with the ability to successfully interact at all levels of the organization while functioning as a team player. This includes a strong ability to effectively translate information to the appropriate levels within and outside of the organization.
  • Must possess certain traits, such as flexibility, assertiveness, approachability, and foresight. Being able to handle stressful situations, to delegate tasks and to bring together the ideas of team members are also crucial. Skills required for this position include communication, leadership, and organization. Math and computer skills are essential for many of the tasks required of a service manager.
  • Develop problem solving and technical skills to help resolve potential problems before they can have a negative impact on the customer and the company.
  • Provide Extreme Customer Service® – Interface with the customer in a respectful manner, giving the customer the information & explanations that clarify the situation & resolution.
  • Remain focused on customer’s issues and concerns, responding to requests in a thorough & timely manner.
  • Prioritizes workload and promptly contacts customers and supervisor if problems or delays arise which prevents them from keeping scheduled appointments.
  • Demonstrate a team player attitude.
  • Completes and submits required paperwork that is neat, accurate, and thorough; ensure that all paperwork is completed in a timely manner and follows SAF Technologies established processes.
  • Professional appearance; khaki pants, 5 company polo shirts, and appropriate work shoes.
  • Dependable and punctual for work and appointments.

Purchasing and Inventory Specialist

GENERAL RESPONSIBILITIES

• Purchasing/Fleet Management:
  • Experience with purchasing products and parts with an understanding of how the procurement process is executed start to finish using various buying methods and ERP and Office (Outlook/Excel/Word) software.
  • Review and verify that all necessary documentation supplied from the Project Managers and/or Service Manager from Booked jobs/projects to ensure proper understanding of the requested parts and services to be accurately procured by Purchase Order from approved vendors and third-party sources.
  • Verify vendor acknowledgments against Purchase Orders for proper parts, pricing, and communicate any issues with lead times or pricing back to the Project Manager and/or Service Manager in a timely manner to resolve and meet timelines/project deadlines for customers.
  • Negotiating pricing when appropriate based on suppliers, quotes, and parts availability.
  • Oversee pricing, ordering, tracking, and stocking all inventoried materials and non-inventoried consumable items both for service and installation.
  • Oversee the process of tracking all company vehicles when it comes to maintenance, repairs, renewals, and other vehicle related items.
  • Properly document all fleet-related transactions and send alerts to company drivers as needed.
  • Works closely with Accounts Payable to resolve any invoicing issues and approve payments as needed.

  Inventory:

  • Understands the various methods of tracking, reconciling, and reporting of inventory parts and products through ERP and Office (Outlook/Excel/Word) software.
  • Oversee the quarterly inventory counts and the inventory process working with the Finance team to resolve any anomalies and discrepancies.
  • Will create new parts and maintain all inventory in the ERP database of all company divisions.
  • Serve as the back-up for the warehouse to receive/unload shipments, pull & issue parts for jobs.
  • Ensure all transactions are executed properly for returns from projects to stock/vendor, or RMAs for repairs and replacement.
  • Create shipping labels and issue tracking to the senders of all small package shipments.

  Job Summary:

  • Provide extreme customer service® – Interface with customer (internal & external) in a respectful manner, providing the customer information and explanations that clarify the situation and corrective action required.
  • Follows SAF Technologies established processes and submits paperwork in a timely manner.
  • Remains focused on customer’s issues and concerns and responds to requests in a thorough and timely manner.
  • Serve as back up with the office team to help in answering phones and greeting guests.
  • Prioritizes workload and promptly reports any problems/delays that may arise.
  • Team player
  • Extremely accurate
  • Detail oriented
  • Dependable and punctual for work and appointments.
  • Maintain a professional appearance (i.e., business casual and as per company guidelines)
  • Additional duties and responsibilities may be added/deleted, so flexibility in a smaller office environment is required.

   

  Required:

  • Must be able to pass a criminal background check, drug screen, and have a driver’s license with acceptable MVR.

   

  Job Type: Full-time

   

  Shift and Schedule: 

  8-hour shift Monday to Friday (8:00 am-5:00 pm) with flexibility if needed

   

  Pay: $23 to $25 an hour

   

  Benefits:

  • Dental insurance
  • Health insurance
  • Vision insurance
  • Paid time off
  • Paid Holidays
  • 401(k)
  • 401(k) match