SHS TECHNICIAN PORTAL
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ANNOUNCEMENTS
OCTOBER 2025
CAMERA SERVICE
Unless a new contract, save or escalation is actively being worked/pursued on an account, there is NO SUCH THING as free camera service, without a camera warranty. Let's explain.
SHS Direct offers a 1 year, free camera service after the camera installation.
SHS Corporate (us) offers a 90 day free camera service after the camera installation.
And that's it. We provide an extended service/replacement warranty on cameras that adds $15 to the monthly rate. That warranty is SEPARATE of any other warranty and requires at minimum, a current $10 parts and labor warranty.
Do NOT SERVICE CAMERAS ON YOUR OWN FOR FREE. We will see it and you will get dinged. If you have questions or concerns, please reach out to me - Dan.
ADT Purchase of Accounts
We are aware that there have been a number of questions pertaining to accounts that were sold to ADT at the end of June. Several have you have inquired and we want to address this and let you know we have no intention of closing or laying off technicians as a result. The sale of a bulk number of accounts closed in June and we have an agreement in place to continue servicing these for the immediate future. In addition we have an agreement to service 25,000 AMP Smart accounts indefinitely which many of you are already aware of. We continue to fund and install new accounts throughout the Country monthly and that also will not be changing in the near future. The sale was completed to strengthen our financials and to retire some debt servicing which we pay very high interest on. Dave intends to continue to look for opportunities to grow the business. If you have any questions with regard to this information please feel free to reach out anytime. - Doug
NEW CONTRACT PROCEDURE
Similar to the service writer guidelines, technicians will now be asked to obtain a recorded conversation for EVERY collected contract in the field.
We need a 10-20 second recording discussing the following - Customer name or account number, Terms (number of months), RMR(Monthly Rate) and a verbal "yes" from the client.
This will help to confirm correct spelling of the first/last name, address, city, state, zip and phone number while recording the confirmation. Recordings should only be done by calling our dedicated phone number 860-407-6460 or1-800-833-3211 ext 1952 and leaving a voicemail. These recordings will be required to get the volume paid to you and contracts processed. Please contact me for any questions.
Rapid Response After Hours Support
We are looking for a few individuals who would like to make some extra cash by volunteering to take after hours support calls on weekends from Rapid Response. These calls are generally quick, procedural issues regarding panel access and use. In most cases, Rapid is able to assist these customers, but may be simply looking for some additional technical assistance or permissions. These calls (when tracked) can pay a half a call to the technician. All that's required is the account number to give to your payroll rep.
If you are interested in being added to a rotating schedule, please let me know!
Updating Zone Lists
Payroll would like to remind us that technicians are responsible for updating the most accurate zone lists in Rapid. ANY zone that does not match what is listed in Alarm.com, Alula, Securenet or Alarmnet may result in a chargeback by the payroll department.
The bottom line - you're in the home. The panel has the most accurate, information regarding zone location and type. We are responsible for making sure that information is accurate in Rapid monitoring under the zone list. And - if the zone list is missing? You better make the time - because WE need to update it AND ENTER THEM ALL into Rapid's listed zones.
Technician of the Month
September 2025
Out the gate, David Bordbar has been an important part of the SHS Field Services, getting a handle on the North Texas region and cleaning up all the backed logged work and escalations. He has been able to communicate effectively, follow procedures and obtained a $2500 average over the last 3 months, netting him approximately $760 in commissions! He is respectful and courteous to the folks in CT and equally to his customers. David continues to identify opportunities for upgrades, reach out on a daily basis AND completes his work with no escalations. He shows tremendous follow through and we are happy he part of a growing and busy region at SHS. Thanks for all your amazing work David!
David Bordbar
SOUTH REGION
October 2025
Chad Nichols
EAST REGION
We are proud to announce our October Technician of the Month, Chad Nichols. As a seasoned technician with advice and knowledge that his customers trust, Chad holds a 3 month average of $2300+ in volume, making him not only one of top performers in the country, but the #1 technician in his region! He has also been willing to assist other technicians with systems and procedures that they may not be familiar with. Chad follows our technician guidelines, regularly - and if there is ever any doubt, Chad follows protocols and will communicate his questions to his direct manager for advice. Congratulations Chad, your dedication does not go unnoticed! Great work!
Tech Rankings
(Full rankings on September Upgrade Report below)
1. Michael Wolfe
2. Chad Nichols
3. Scott Brown
4. Enrique Tapia
5. Brian Shane
6. Josh Castro
7. David Bordbar
8. Shannon Barnes
9. A. McCullough
10. David Hudgins
Region Rankings
1. North Region
2. East Region
3. West Region
4. South Region
5. Gulf Region
6. New England Region
Anniversaries
Matt Foster - 13 yrs
Daniel Kausalik - 9 yrs
Octavio Valdes - 9 yrs
Frank Castellano - 7 yrs
Enrique Tapia - 3 yrs
TRANING TOPIC OF THE MONTH
Want to know what the common traits of some of our most successful performers are at SHS? You know, the ones that make the most in volume? The service writers and technicians who bring thousands every month?
Stop worrying about costs.
The key thing with any successful performers is to talk simply about the benefits and features. Why is a camera warranty recommended? Why is a cellular communicator ideal? Why is a smoke or carbon important? Why are glassbreaks and motions great back ups to the doors and windows?
What other situations, features or products can you think of that could be beneficial to our customers? What is YOU APPROACH?
Just remember, it is not OUR decision to spend money. It's not our money. Why are we going to guess what a customer "might" say or think. Our job is talk about the alarm features, products and services. It's the customers job, to agree and say yes.