SHS TECHNICIAN PORTAL
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ANNOUNCEMENTS
DECEMBER 2025
2026 TECHNICIAN GUIDELINES
It's refresher time!
Every technician will be required to complete training on the 2026 SHS Technician Guidelines. Some policies are new, some are changed and some we do not use anymore. We need to review, once again, what it is to be a technician at SHS. What are you responsible for? What's your role? What's the bottom line?
At the end of the training, you will be sent a 2026 SHS Technician Guidelines form to sign indicating your understanding and acceptance.
BE ON TIME
When it comes to your board, you are responsible for managing your time. Your day, begins at 8am (and if you are scheduled for further locations, it may begin earlier). But 8:00am on any SCHEDULED day, means you are to be available for contact through phone calls, texts, emails or Teams.
Many technicians as of late roll out when they "feel" like it. You need to remember - customers have a schedule too. They are given a morning window (before 12pm) and an afternoon window (after 12pm). If you aren't getting to your morning appointments until closer to 12pm, you have NOT managed your time well and have failed to execute the day with any sort of regard to the customer's time, your field manager's time, your field director's time, dispatch - everyone.
If you, are scheduled, on any particular day - you need to be up, dressed, equipment loaded and ready to hit the road to make to you first ticket no later than 9am.
We will not tolerate any "I don't have time" excuses. If you are running late, it should only be due to circumstances not within your control. We give you technicians a lot of control over your routes, your times, your schedules. Stay on top of it and DON'T BE LATE.
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!
Technician of the Month
November 2025
Ever consistent, completely professional, Scott has managed a $4150 average over the last 3 months, has completed over 200 jobs in that same span. Scott has proven he can be self sufficient in the year he has been with SHS. Almost immediately, Scott was activating his own radios and extensively researching customer accounts for upgrade opportunities. He has received several compliments from customer and other SHS employees regarding his quick to service approach and thoroughness. He has been a great addition to the West Region and we can't wait to see what 2026 has in store.
Amazing work, Scott!
Scott Brown
WEST REGION
December 2025
Alex Porter
GULF REGION
Alex Porter means business! Obtaining a 3 month average of over $2000 and completing more than 200 tickets! We really want to highlight Alex this month, because a lot of those tickets - located, contracted and scheduled himself. He has taken an approach that a lot of technicians fail to do - and that is securing future work by working Rapid lists, geographically targeting areas of coverage and doing extensive CRM research. He has also committed to taking after hours phone calls from our monitoring stations, ensuring further that he is ready to make some money! Once you know how to make extra money at SHS, there's no stopping you and there's no stopping Alex! Fantastic work Alex!
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
Noah Vanzee - 7 yrs
Scott Brown - 1 yrs
Chris Cordova - 1 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.