Careers

We are currently seeking candidates for our overnight shift (11 p.m. to 7 a.m.)

If you want to feel good at the end of every shift, knowing you made a difference in people’s lives by protecting their homes and businesses, this job is for you. We are seeking enthusiastic customer service team players to provide life-safety and security alarm monitoring from our state-of-the-art Security Command Center in Arlington, Massachusetts.

***Please note this is not a security guard position – we are seeking candidates who have Call Center or Security Monitoring experience.

Successful candidates for this position will have superior customer service skills, data entry experience, strong verbal communications skills, attention to detail, and be able to multi-task and problem solve. Many of our Command Center Operators have joined us from high end retail positions or consumer call center positions and have had great success because of their transferable people skills.

Full-time positions start at $20/per hour or more based upon your experience.

Our operators are trained to evaluate and respond within seconds to any alarm, be it intrusion, fire, environmental hazards such as flooding, gas leaks, carbon monoxide, or a fault in a company’s business network. Operators respond to emergency signals averages less than 20 seconds. Operators interface with local first-responders and law-enforcement officials to help facilitate emergency response and follow-up.

The nerve-center of our operation is our newly expanded and enhanced Security Command Center in Arlington. This monitoring center been called a model for the industry and is attracting visitors from all over the world. U.L. listed and recognized by the U.S. Federal Government, it is equipped with the latest monitoring and communications technology and full remote disaster-proof redundancy.

We welcome applicants with successful former military experience. If you have the desire to succeed and a commitment to customer service excellence, we have a future you can count on and a team that can help you get there.

Summary of duties and responsibilities

Duties include but are not limited to the following: to assure customer satisfaction by striving for the goal of responding to as many customer telephone inquiries as possible without transferring them to another person and representing the company’s products and services in a clear and positive manner to customers in accordance with American Alarm’s policy. Member must be able to work well with others while pursuing team goals for productivity and innovation.

Primary Responsibilities:

• Handle incoming telephone inquiries, continuously improving one’s ability to offer customers immediate, accurate responses and resolutions thereby minimizing transferring of calls and putting customers on hold.
• Respond to customer inquiries and needs, as received by telephone, fax, email, or in-person.
• Continuously cross-train and develop improved ability to fulfill customer requests of multiple types and build your skills in performing customer service functions in Central Station, Service Scheduling, and Accounting, including, but not limited to, putting systems “on-test”, changing emergency notification call lists, processing credit card payments, scheduling service calls, helping solve false alarm problems, and more.· Follow through consistently on promises to customers.
• Make outbound customer calls when necessary and as directed, support sales and operations staff with customer-related fulfillment requests.

Other Responsibilities:

• Must communicate effectively with customers and company staff, be well organized and detail-oriented, develop and maintain good relationships with customers.
• Maintain confidential information related to customer transactions, including pricing, problems with equipment, etc.
• Enthusiastically support the company’s efforts to measure service level quality.
• Document frequently asked questions and “best practice” responses for implementation in developing a company procedure manual with other team members. The procedure manual will aid in the training of new and existing team members.

Experience:

The position requires a versatile, enthusiastic, and team-oriented individual with strong organizational, interpersonal, and communication skills. Individuals must have a proven track record of taking initiative and handling numerous priorities at once while maintaining accuracy and attention to detail.

Touch-typing, the headset must be worn while performing functions of this position, customer service, or call center experience is a plus.

Education:

Desirable education requirements: Associate’s degree or equivalent work experience. The candidate should be highly proficient with software applications such as Microsoft Outlook, Excel, and Word.

This position will work under the direct supervision of a licensed technician and follows clearly defined written and verbal instructions to perform routine installation, test, inspection, and repair of electronic systems.

Duties and Responsibilities

Assists licensed technicians performing routine inspections of intrusion and fire alarm systems according to clearly written instruction and/or under direct supervision to ensure that system components are operating correctly.

Assists licensed technicians in the installation of fire, intrusion, access, and video systems following directions and checking work with a licensed technician.

Assists licensed technicians in the performance of basic troubleshooting and repair functions for fire, intrusion, access, and video systems and equipment such as mounting, replacing, and testing equipment according to specifications; running cable, bending pipes, etc. Performs a limited number of go / no go tests according to written specifications and under supervision to determine the cause of system problems. Refers more complex issues to licensed technicians.

Responsible for accurate tracking of timesheets, installation jobs, service tickets, and inventory items.

High School Diploma or equivalent.

Experience

Working knowledge of electronic security systems is desired. Also preferred: data networking communications, electronics, construction, project management or other related experience.

0 – 2 years of American Alarm experience

License/Certification

Must successfully work towards attaining a MA System Technician “D” license, or equivalent in other states, OSHA 10 license and a valid Driver’s License. Must be able to obtain a Massachusetts security certificate of clearance or equivalent in other states.

Skills

The job requires command of the English language including reading, speaking, writing, and taking verbal instructions to clearly communicate and follow instructions. Touch typing a plus.

Tools Used

Ladder, company vehicle, hand tools, (i.e. screwdriver, drill, meters, telephone headset, soldering iron, pipe bender, Hilti gun, etc.) telephone, lift, calculator, laptop, tablet, smartphone. Must have a currently valid driver’s license and be 25 years old or have a clean driving record to operate a company vehicle.

Physical requirements

Must be able to lift 50 pounds. Must be able to stand for prolonged periods of time, travel by car, and fit into tight places.

Must be able to respond to audible and visual signals indicating that the system is functioning properly.

$5,000 Bonus for Eligible Applicants**

Job Summary

American Alarm and Communications, a leader in the security systems industry, is seeking Alarm Technicians to join our team in Arlington, Massachusetts!

Summary of duties and responsibilities

Duties include but are not limited to the following: responsible for providing superior customer technical support to AACI installation staff and key accounts. Must be proficient at installing all of the systems that are in place in our customer base. All installations must meet the highest quality standards set forth by American Alarm, while assuring a professional and safe working environment. Communicates effectively with technical staff and external customers.

Security Systems Integrator

Alarm Technician professional highly proficient with systems; integrated knowledgeable in all of the following applications residential and commercial including but not limited to the following:

• Burglar Alarm Systems
• Fire Alarm Systems
• Access Systems
• CCTV/Video Systems
• Intercom Systems
• Integrated Systems
• Home Automation Systems
• New industry technology
• Networking

Duties and Responsibilities

• Problem Solving/Consulting lead go-to person for AACI technicians
• Security Systems professional highly proficient with installing integrated systems.
• Monitors quality of installation work performed at customer site to ensure the highest quality standard and safety.
• Maintain accurate records of all installation jobs. Provide accurate, detailed and timely paperwork and reports to management.
• Build and maintain working relations with the sales staff.
• Provide phone support for installation team.
• Assist Installation Manager in the ongoing training of new and existing installation technicians.
• Aid Field Supervisors with performance assessment and capability of technical staff.
• Assist in formulating policy, procedures and guidelines that would further the growth, development and professionalism of the installation department with a goal of superior customer service and satisfaction.
• Investigate troublesome accounts and advise the sales/customer service department of possible system upgrades.
• Must be able to speak knowledgably to customers and employees. Demonstrating proper business ethics to a high degree of customer service while confidentiality maintaining relationships with customers and employees.
• Must be able to drive a company vehicle adhere to policy and maintain vehicle.

Additional Duties:

• Research and obtain information on position specific training opportunities.
• Responsible for handling senior technician on-call duties on a regular scheduled basis.
• Other duties as required or assigned by company management.
• Must be able to obtain a Department of Defense security clearance and or/Massachusetts security clearance.

Education:

Electronics degree or equivalent work experience in the electronics field is required. This person must be able to manage multiple tasks simultaneously and work well with other people.

License/Certifications Required:

• Massachusetts Electricians System Technician “D” license
• Massachusetts Public Safety “S” license
• Valid drivers license

Certifications Preferred:

• Manufacturing Certifications and/or training e.g. Pelco, Honeywell, Northern, Nexwatch, DSX, GE, etc. Networking Certifications e.g. MCSE, A+, CCNA, Network+ etc.

Industry Certifications e.g. NICET, EST, NTS/NBFAA, SIA, RCDD, and etc.

Summary of duties and responsibilities

Works under the direct supervision of a licensed technician and follows clearly defined written and verbal instructions to perform routine installation, test, inspection, and repair of electronic systems.

Duties and Responsibilities

• Assists licensed technicians performing routine inspections of intrusion and fire alarm systems according to clearly written instruction and/or under direct supervision to ensure that system components are operating correctly.
• Assists licensed technicians in the installation of fire, intrusion, access, and video systems following directions and checking work with licensed technicians.
• Assists licensed technicians in the performance of basic troubleshooting and repair functions for fire, intrusion, access, and video systems and equipment such as mounting, replacing, and testing equipment according to specifications; running cable, bending pipes, etc. Performs a limited number of go / no go tests according to written specifications and under supervision to determine the cause of system problems. Refers more complex issues to licensed technicians.
• Responsible for accurate tracking of timesheets, installation jobs, service tickets, and inventory items.
• Other duties as required by management.

Education

• High School Diploma or equivalent.

Experience

• Working knowledge of electronic security systems is desired. Also preferred: data networking communications, electronics, construction, project management, or other related experience.
• 0 – 2 years of American Alarm experience

License/Certification

• Must successfully work towards attaining a MA System Technician “D” license, or equivalent in other states, OSHA 10 license and a valid Driver’s License. Must be able to obtain a Massachusetts security certificate of clearance or equivalent in other states.

Skills

• The job requires command of the English language including reading, speaking, writing, and taking verbal instructions to clearly communicate and follow instructions. Touch typing a plus.

Tools Used

• Ladder, company vehicle, hand tools, (i.e. screwdriver, drill, meters, telephone headset, soldering iron, pipe bender, Hilti gun, etc.) telephone, lift, calculator, laptop, tablet, smartphone. Must have a currently valid driver’s license and be 25 years old or have a clean driving record to operate a company vehicle.

Physical requirements

• Must be able to lift 50 pounds. Must be able to stand for prolonged periods of time, travel by car, and fit into tight places.
• Must be able to respond to audible and visual signals indicating that the system is functioning properly.