Implementation Technician

**Implementation Technician**

**About the Job**

Employment Type: Permanent, Full-time [5 days per week]

Location: Remote

Anticipated Start Date: Immediately

Salary Range: $58K-$65K

**About Real Time Networks**
Real Time Networks Inc is a Vancouver, B.C. Canada based company experiencing rapid growth and continued success in the marketplace. Our products lead the Security industry we are looking for another valuable member of our Customer Services Team to support Operations and provide exceptional customer service to our customer locations around North America.

**The opportunity**

Reporting to the VP of Customer Delivery, this role will be responsible for installing and configuring all electronic key systems, Smart Locker systems and RFID Door Exit systems and providing training on the system and software to end users. This position also entails providing first and second level customer support within our Customer Services team during non-travel periods.

**Responsibilities**
- Compiling and reviewing information required to install the system in accordance with the customer’s needs and within the system parameters.
- Installing hardware according to manufacturer’s guidelines and specifications.
- Performing system configuration, testing, and commissioning of RTN products, as well as providing basic training to end users and administrative staff.
- Troubleshooting and resolving on-site deficiencies, including hardware repair/replacement as required Reconfiguring existing systems and/or perform system upgrades as required.
- Planning and scheduling all steps for remotely installing customer equipment.
- Leading 3 Party Field Installation Service partners through remote customer installations.
- Executing service calls for installation issues within warranty guidelines.
- Preparing and providing reports as required by customers or management.
- Establishing and maintaining timely communication with customer personnel.
- Provide first and second level technical support for Customers and the Customer Services team.
- Proactively develop relationships with customers during installation or support calls
- Collaborate with Operations, Customer Services and Product Development team to meet service and customer goals and project timelines

**Requirements**:

- Post-Secondary education, preferably in disciplines such as computer science, electronics, or telecommunications would be an asset
- Proven experience in product support with a track record in troubleshooting product issues
- Excellent verbal and written communication and customer service skills
- Strong command of English both orally and written
- Ability to lift 50 lbs and climb ladders

**Transportation/Travel Information**
- Must have ability to travel to any US or Canada location; passport and valid driver’s license and a clean drivers abstract is required.
- Ability to work on call and out of town when necessary, including travel across North America for installations
- Criminal Background check will be required

**What you bring**
- Experience in low-voltage electronics and troubleshooting
- Demonstrate solid judgement, critical thinking and problem-solving skills
- Detail-oriented with a focus on planning and delivery processes
- Collaboratives effectively in team environment with proactive sense of urgency
- Maintains a high standard of quality focus and driven by a commitment to customer service
- Project management or planning experience an asset
- Prior training in WSIB, WHIMS and other safety programs would be an asset
- Previous experience with RFID products and technology is an asset

**What we offer**
- A competitive salary commensurate with experience and education
- A comprehensive benefits program including extended medical and group insurance
- RRSP matching and bonus eligibly after probationary period
- Education Assistance benefits

**Qualifications**:

- Previous experience in a customer service or technical support role, preferably in the financial services industry
- Strong knowledge of customer service principles and practices
- Familiarity with SaaS (Software as a Service) platforms and project management tools
- Excellent communication skills, both written and verbal
- Ability to analyze data and make informed decisions based on findings
- Proficiency in Salesforce or other CRM software is highly desired
- Strong organizational skills and attention to detail

We offer competitive compensation packages, including benefits such as health insurance, retirement plans, and paid time off. Join our team of dedicated professionals and make a difference in the lives of our customers.

**Diversity & Inclusion**

RTN is an equal opportunity employer who is committed to an inclusive and diverse workforce, equity in employment and fostering a barrier-free environment. We strive to include perspectives from those that vary by race, national or ethnic origin, colour, religion, age, sex, sexual orientation, gender identity or expressio