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Job Description:

Job Summary:

Responsible for providing hardware, communication, and procedural support to internal Walgreens customers: including retail locations, corporate facilities, distribution centers, and other business groups within the Walgreens family of companies for Fire Alarm systems. Responsible for troubleshooting and dispatching, creating work orders, and deploying Fire Life Safety (FLS) Service Providers for resolution.

Job Responsibilities:

+ Responds to FLS issues via phone, email, and ticket process for FLS equipment, including EvaluatingFLS problems and operational issues, deploying FLS service providers for resolution, and following upwith other internal departments (IT, Asset Protection, LP, etc.) for resolution and escalation.

+ Responds to customer service and information requests from monitored sites, internal departments, andfederal, state, and local authorities.

+ Reviews alarm exception reports and follows prescribed procedures to resolve and escalate serviceissues.

+ Accurately documents and summarizes interactions with internal customers for tracking and reportingpurposes.

+ General work orders through the work order management system Service Channel.

+ Provides customer service through actively listening, showing empathy, and attention to detail.

+ Works with employees within and outside the department to ensure the resolution or proper escalation ofwork orders.

+ Communicates concisely and precisely verbally and in writing.

+ Maintains awareness of the Security Operations discipline and alarm monitoring organizations (NFPA,TMA, and UL).

+ Provides input and suggests improvement to guidelines and procedures to enhance the quality of serviceand support to improve customer satisfaction active participation in coaching sessions and self review of performance.

+ Operates within the National Fire Protection Association guidelines and also within UL Certification policyand facility guidelines to enable the Security Operations Center to pass the required annual ULinspection.

+ Develops, maintains, and applies knowledge of systems and tools necessary to troubleshoot problems.

+ Adheres to department and company policies, procedures, and expectations, particularly service-levelobjectives.

About Walgreens

Founded in 1901, Walgreens (www.walgreens.com) has a storied heritage of caring for communities for generations, and proudly serves nearly 9 million customers and patients each day across its approximately 8,500 stores throughout the U.S. and Puerto Rico, and leading omni-channel platforms. Walgreens has approximately 220,000 team members, including nearly 90,000 healthcare service providers, and is committed to being the first choice for retail pharmacy and health services, building trusted relationships that create healthier futures for customers, patients, team members and communities.

Walgreens is the flagship U.S. brand of Walgreens Boots Alliance, Inc. (Nasdaq: WBA), an integrated healthcare, pharmacy and retail leader. Its retail locations are a critical point of access and convenience in thousands of communities, with Walgreens pharmacists playing a greater role as part of the healthcare system and patients’ care teams than ever before. Walgreens Specialty Pharmacy provides critical care and pharmacy services to millions of patients with rare disease states and complex, chronic conditions.

The actual salary an employee can expect to receive, plus bonus pursuant to the terms of any bonus plan if applicable, will depend on experience, seniority, geographic location, and other factors permitted by law. To review benefits, please visit jobs.walgreens.com/benefits More Company information is available at www.walgreensbootsalliance.com

**Job ID:** 1639909BR

**Title:** Support Specialist, Fire Life Safety

**Company Indicator:** Walgreens

Employment Type:

**Job Function:** Retail

**Full Store Address:** 104 WILMOT RD,DEERFIELD,IL 60015

**Full District Office Address:** 104 WILMOT RD,DEERFIELD,IL,60015-05121-01104-2

External Basic Qualifications:

+ High School Diploma/GED.

+ Basic level PC skills (for example: start up and shut down computer, use mouse to point and click, startand close programs, switch between programs, save files, print documents, access information on-line, etc.).

+ Basic level skill in Microsoft Word (for example: opening a document, cutting, pasting and aligning text,selecting font type and size, changing margins and column width, sorting, inserting bullets, picturesand dates, using find and replace, undo, spell check, track changes, review pane and/or printfunctions).

+ Basic level skill in Microsoft Excel (for example: opening a workbook, inserting a row, selecting font styleand size, formatting cells as currency, using copy, paste and save functions, aligning text, selectingcells, renaming a worksheet, inserting a column, selecting a chart style, inserting a worksheet, settingmargins, selecting page orientation, using spell check and/or printing worksheets).

+ Experience providing customer service to internal and external customers, including meeting qualitystandards for services, and evaluation of customer satisfaction.

+ Basic understanding of fire alarms and fire suppression systems.

Preferred Qualifications:

+ At least 2 years of experience in a fire life safety position.

+ Experience in business applications and infrastructure technical support.

+ Experience with installation, repairs, and troubleshooting fire alarm equipment.

We will consider employment of qualified applicants with arrest and conviction records.

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