Support Specialist, Fire Life Safety

Walgreens•Deerfield, IL

22h

About The Position

Job Summary: Responsible for providing hardware, communication, and procedural support to internal Walgreens customers: including retail locations, corporate facilities, distribution centers, and other business groups within the Walgreens family of companies for Fire Alarm systems. Responsible for troubleshooting and dispatching, creating work orders, and deploying Fire Life Safety (FLS) Service Providers for resolution. Job Responsibilities: Responds to FLS issues via phone, email, and ticket process for FLS equipment, including Evaluating FLS problems and operational issues, deploying FLS service providers for resolution, and following up with other internal departments (IT, Asset Protection, LP, etc.) for resolution and escalation. Responds to customer service and information requests from monitored sites, internal departments, and federal, state, and local authorities. Reviews alarm exception reports and follows prescribed procedures to resolve and escalate service issues. Accurately documents and summarizes interactions with internal customers for tracking and reporting purposes. General work orders through the work order management system Service Channel. Provides customer service through actively listening, showing empathy, and attention to detail. Works with employees within and outside the department to ensure the resolution or proper escalation of work orders. Communicates concisely and precisely verbally and in writing. Maintains awareness of the Security Operations discipline and alarm monitoring organizations (NFPA, TMA, and UL). Provides input and suggests improvement to guidelines and procedures to enhance the quality of service and support to improve customer satisfaction active participation in coaching sessions and self review of performance. Operates within the National Fire Protection Association guidelines and also within UL Certification policy and facility guidelines to enable the Security Operations Center to pass the required annual UL inspection. Develops, maintains, and applies knowledge of systems and tools necessary to troubleshoot problems. Adheres to department and company policies, procedures, and expectations, particularly service-level objectives. About Walgreens Founded in 1901, Walgreens (www.walgreens.com) has a storied heritage of caring for communities for generations and proudly serves nearly 9 million customers and patients each day across its approximately 8,500 stores throughout the U.S. and Puerto Rico, and leading omni-channel platforms. Walgreens has approximately 220,000 team members, including nearly 90,000 healthcare service providers, and is committed to being the first choice for retail pharmacy and health services, building trusted relationships that create healthier futures for customers, patients, team members and communities.

Requirements

High School Diploma/GED.
Basic level PC skills (for example: start up and shut down computer, use mouse to point and click, start and close programs, switch between programs, save files, print documents, access information on-line, etc.).
Basic level skill in Microsoft Word (for example: opening a document, cutting, pasting and aligning text, selecting font type and size, changing margins and column width, sorting, inserting bullets, pictures and dates, using find and replace, undo, spell check, track changes, review pane and/or print functions).
Basic level skill in Microsoft Excel (for example: opening a workbook, inserting a row, selecting font style and size, formatting cells as currency, using copy, paste and save functions, aligning text, selecting cells, renaming a worksheet, inserting a column, selecting a chart style, inserting a worksheet, setting margins, selecting page orientation, using spell check and/or printing worksheets).
Experience providing customer service to internal and external customers, including meeting quality standards for services, and evaluation of customer satisfaction.
Basic understanding of fire alarms and fire suppression systems .
At least 2 years of experience in a fire life safety position.
Experience in business applications and infrastructure technical support.
Experience with installation, repairs, and troubleshooting fire alarm equipment .

Responsibilities

Responds to FLS issues via phone, email, and ticket process for FLS equipment, including Evaluating FLS problems and operational issues, deploying FLS service providers for resolution, and following up with other internal departments (IT, Asset Protection, LP, etc.) for resolution and escalation.
Responds to customer service and information requests from monitored sites, internal departments, and federal, state, and local authorities.
Reviews alarm exception reports and follows prescribed procedures to resolve and escalate service issues.
Accurately documents and summarizes interactions with internal customers for tracking and reporting purposes.
General work orders through the work order management system Service Channel.
Provides customer service through actively listening, showing empathy, and attention to detail.
Works with employees within and outside the department to ensure the resolution or proper escalation of work orders.
Communicates concisely and precisely verbally and in writing.
Maintains awareness of the Security Operations discipline and alarm monitoring organizations (NFPA, TMA, and UL).
Provides input and suggests improvement to guidelines and procedures to enhance the quality of service and support to improve customer satisfaction active participation in coaching sessions and self review of performance.
Operates within the National Fire Protection Association guidelines and also within UL Certification policy and facility guidelines to enable the Security Operations Center to pass the required annual UL inspection.
Develops, maintains, and applies knowledge of systems and tools necessary to troubleshoot problems.
Adheres to department and company policies, procedures, and expectations, particularly service-level objectives.