Alarm Monitoring Operator

Siemens • Irving, TX

134d • $37,660 - $64,560

About The Position

Here at Siemens, we take pride in enabling sustainable progress through technology. We do this through empowering customers by combining the real and digital worlds. Improving how we live, work, and move today and for the next generation! We know that the only way a business thrives is if our people are thriving. That’s why we always put our people first. Our global, diverse team would be happy to support you and challenge you to grow in new ways. Who knows where our shared journey will take you? Our Smart Buildings help to create efficient, safe, adaptable, and responsible environments. Our aim isn’t just about improving buildings; it’s about creating perfect places that improve people’s lives. Transform the everyday with us! Alarm Monitoring Operators are responsible for performing service work for building automation, fire, life safety, and security systems. You will coordinate specialist and technician activities for all installed projects, technical support programs, and time-and-materials work to provide on-time delivery and ensure customer expectations and commitments are met.

Requirements

• High School Diploma or state-recognized GED
• 1+ year Customer Service experience
• Ability to navigate a computerized data entry system or other relevant applications
• Legally authorized to work in the United States on a continual and permanent basis without company sponsorship

Nice To Haves

• Experience with alarm monitoring and dispatching for Remote Access Control systems including CCURE and DSX platforms
• Prior security call center experience using the Security Business Net (SBN) automation system or similar system
• Certified training or knowledge of Access Control, Fire, and Burglary systems
• ACD telephone system knowledge
• Experience with Microsoft Office applications

Responsibilities

• Provide support for monitoring and processing alarms received within the Central Monitoring Station (CMS)
• Receive, process, and dispatch emergency calls to responsible agency or customer contacts
• Provide outstanding customer service by receiving calls from customers that are requiring service or information reference on their accounts
• Acknowledge alarms received and dispatch appropriate personnel for issue at hand. After dispatch, log call into system activity report.
• Generate statistical or investigative reports for management
• Continuously monitor alarm signal queue for prioritized response
• Document all calls with appropriate resolution codes and notes
• 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

Benefits

• Siemens offers a variety of health and wellness benefits to our employees.

What This Job Offers

• Job Type: Full-time
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees