Technical Service Operator

at  ADT Security

Our Customer Service Team is looking a Technical Services Operator to join their busy team. The main purpose of the role is to delivery first class customer service to our customers in the following areas:

• The installation and commission of security equipment and services.
• The resolution and prevention of technical difficulties with security equipment and services through pro-active and reactive remote assistance and field service appointments.

ADT Security is part of the Intelligent Monitoring Group, we are one of the leading Security providers across Australasia serving a wide range of customers across the residential and commercial market. We are a company in growth mode, that is fast paced with lots of opportunity for career growth.

Our Customer Service Team is looking a Technical Services Operator to join their busy team. The main purpose of the role is to delivery first class customer service to our customers in the following areas:

• The installation and commission of security equipment and services.

• The resolution and prevention of technical difficulties with security equipment and services through pro-active and reactive remote assistance and field service appointments.

  About the role:

• Scheduling of new customer installation and connection to monitoring appointments.

• Dispatch of field technicians resources to complete installations and Service jobs
• Co-ordination of technicians to ensure all required and used equipment is collected,
• installed and recorded in ADT systems.
• Dispatch of field technicians to pro-active and reactive service appointments.
• Follow up on completion of jobs assigned within the commitment date and ensure ready for billing on a weekly basis.
• First point Technical support resolution resolves where ever possible
• Identification of remote office resolution opportunities and development of a technical
• capability to resolve.
• Deliver consistent customer satisfaction results for installation and service events, which exceed expectations and delight customers.
• Deliver customer solutions utilising continuous process enhancement and the implementation of technology solutions to achieve efficiency gains and greater customer satisfaction.
• Develop and maintain excellent field technician relationships, ensuring engagement in process development, compliance with process requirements.
• Role model behaviours and to clarify and coach for the achievement of high levels of performance from those within the role’s sphere of influence.
• Ensure customers are quoted for work complying with ADT’s current schedule of rates and taking into consideration warranty considerations and prior service experiences.
• Ensure all applicable charges are applied to installation and service jobs both for equipment and labour.
• Minimise invoice disputes and credits required to address defects in customer experience or billing

Our Customer Service Team is looking a Technical Services Operator to join their busy team. The main purpose of the role is to delivery first class customer service to our customers in the following areas:

• The installation and commission of security equipment and services.
• The resolution and prevention of technical difficulties with security equipment and services through pro-active and reactive remote assistance and field service appointments

Our Customer Service Team is looking a Technical Services Operator to join their busy team. The main purpose of the role is to delivery first class customer service to our customers in the following areas:

• The installation and commission of security equipment and services.
• The resolution and prevention of technical difficulties with security equipment and services through pro-active and reactive remote assistance and field service appointments

About the role:

• Scheduling of new customer installation and connection to monitoring appointments.
• Dispatch of field technicians resources to complete installations and Service jobs
• Co-ordination of technicians to ensure all required and used equipment is collected,
• installed and recorded in ADT systems.
• Dispatch of field technicians to pro-active and reactive service appointments.
• Follow up on completion of jobs assigned within the commitment date and ensure ready for billing on a weekly basis.
• First point Technical support resolution resolves where ever possible
• Identification of remote office resolution opportunities and development of a technical
• capability to resolve.
• Deliver consistent customer satisfaction results for installation and service events, which exceed expectations and delight customers.
• Deliver customer solutions utilising continuous process enhancement and the implementation of technology solutions to achieve efficiency gains and greater customer satisfaction.
• Develop and maintain excellent field technician relationships, ensuring engagement in process development, compliance with process requirements.
• Role model behaviours and to clarify and coach for the achievement of high levels of performance from those within the role’s sphere of influence.
• Ensure customers are quoted for work complying with ADT’s current schedule of rates and taking into consideration warranty considerations and prior service experiences.
• Ensure all applicable charges are applied to installation and service jobs both for equipment and labour.
• Minimise invoice disputes and credits required to address defects in customer experience or billin