About Us
PSX is a Parking and Security systems integrator providing solutions to a wide range of industries. For over 55 years, the Hutchison family has operated PSX as an extension of the family, working hard together and supporting each other to develop a thriving organization with employees who take pride in their work.
We take pride in building our team to provide excellent, thorough, and efficient customer service. Since 1969, our company has grown to nine offices across the United States, which serve three main categories: Parking (Access and Revenue Control Systems), Electronic Security (Video Surveillance, Access Control, and Intrusion Systems), and Physical Security (Gate Operators, Turnstiles and Crash Barriers).
New project installation is completed by a team of technicians by following specifications and site drawings. Technicians are responsible for completing the installation, providing proper documentation of checklists and testing, and training facilities staff to operate the new system.
Service calls are typically scheduled during normal business hours, calls after hours and weekends can occur. Technicians are responsible for identifying the problem, providing a solution, and completing the corresponding service ticket/work order with client authorization.
Job Responsibilities
Team Leadership:
- Lead and manage team of technical support professionals
- Provide guidance, mentoring, and training to team members
- Identify and resolve team deficiencies
- Foster a positive and collaborative team culture
Customer Support:
- Oversee the delivery of technical support services to customers
- Daily scheduling based on customer prioritization
- Communicate in a timely manner to customer service requests
- Manage and drive Service issues to closure, ensuring that all roadblocks are removed
- Ensure timely and effective resolution of customer issues
- Escalate items as needed, customers should not have to escalate to upper management
- Monitor customer satisfaction and implement strategies for improvement
Service Quality Assurance:
- Define and enforce service level agreements (SLAs) for technical support
- Manage Project Manager schedules
- Monitor and evaluate the quality of technical services provided
- Implement measures to maintain or improve service quality
Documentation and Work Order Management:
- Maintain accurate work orders regarding customer interactions and technical issues
- Ensure that the team is closing their tickets at the time of service completion
- Review and work with the service techs on ticket information and ensure they are signed by the customer and closed on site
Reporting and Analysis:
- Prepare regular reports on technical service performance
- Analyze data to identify trends, patterns, and areas for improvement
- Use data-driven insights to make informed decisions
Communication Skills:
- Communicate technical information to non-technical stakeholders
- Provide clear and concise updates to sales team and management
- Facilitate communication between the support team and other departments
- Communicate when you are in need of assistance, when you are not able to resolve or get to an issue. We need to know when something will not get our promised attention.
After Hours Service Management:
- Lead the response to technical emergencies and outages
- Maintain the on-call schedule, reminding technicians on a weekly basis that they are on call
- Monitor the after-hours service requests. Ensure that the emails, calls and requests are responded to within 2 hours
- Create and assign tickets for after-hours calls
New Projects:
- Work closely with the Project Manager on shared resources
- Review the scope and provide guidance
- Ensure the Project Manager is able to complete new jobs according to the schedule
Customer Advocacy:
- Act as an advocate for customers within the organization
- Work to address customer concerns and continuously improve customer experience
- Implement strategies to exceed customer expectations
Technical Support:
- Assist in technical support for higher-level issues
- Support the team in the field
- Provide onsite training for technicians
Job Type: Full-time
Pay: $65,000.00 - $75,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Application Question(s):
- Are you able pass drug screening, background check?
- Do you have a clean driving record and valid driver's license?
- Do you have a High School diploma or GED?
- Are you comfortable talking to customers?
- Are you able to communicate technical issues to non technical people?
- Can you handle heated situations?
- Are you ok to work outside for the most of your day?
- Can you handle a high-stress job
- Are you available to be On Call nights and weekends?
- Can you troubleshoot technical issues?
- Are you able to work alone?
Security clearance:
Ability to Relocate:
- Houston, TX 77092: Relocate before starting work (Required)
Work Location: Hybrid remote in Houston, TX 77092
