For over 40 years, Cornell Communications, Inc has been a premier emergency and nurse call system manufacturer and developer headquartered in Milwaukee, WI. CORNELL Direct LLC is subsidiary of CORNELL Communications, Inc. and was established to focus on the Senior Living market. Cornell is committed to hiring and retaining the absolute best and brightest in every area and is looking for a skilled individual to join the team as a Service Delivery Technician.
WHAT WILL YOU DO AS A SERVICE DELIVERY TECHNICIAN? Customer Support
Provide technical assistance and training to customers as required in the quotation, installation, operation and troubleshooting Cornell products.
Communicate clearly to all customer levels including architects, distributors, dealers, contractors, service representatives and end users.
Communicate with various internal groups i.e., production, sales, marketing, purchasing and engineering.
Provide investigation and resolution of software, hardware, and Wi-Fi network issues.
Participate in after-hours support as part of the on-call rotation.
Track support calls and escalate urgent calls when necessary.
Provide documentation for all assigned support tickets.
Execution and Management
Establish and maintain a culture of customer-service and personal accountability within the Service Delivery organization.
Personally, serve as an escalation point for internal customers, external customers, and vendors, for issues related to the services provided by your department.
Assist in creating timelines for project.
Install and test systems at on site customer locations including commissioning of the system and training for end users. May require 25% - 50% travel depending on the number of installations.
Manage 3rd party installers when necessary, to complete on site installations.
WHAT DO YOU NEED TO BE A SERVICE DELIVERY TECHNICIAN? Experience & Education
5+ years of progressive experience working in an information technology installation and/or low-voltage support environment, to include:
Application troubleshooting Coordination & management of system installation activities Support of both internal and external customers and suppliers Supervision and development of installation and support staff
Bachelor’s degree in a technical discipline PREFERRED.
Technical Knowledge / Skills
Basic knowledge of network communications both wired and wireless
Low voltage communications and related applications such as building security, access control,
intercom, fire alarm, facility management, nurse call, etc.
Microsoft Windows and Apple server environments
Android, iOS, and Windows Mobile client environments
WHAT WILL PUT YOUR RESUME AHEAD OF OTHERS?
• High level of honesty, personal integrity, and accountability
• Strong interpersonal skills with a customer service orientation
• Excellent listener with strong verbal and written communication skills