Diebold's Event Monitoring Center handles incoming alarms, phone calls, database maintenance, technical assistance, project management and customer assistance. Our staff consists of dispatchers, programmers, contract and database associates, team leaders, technical advisor and supervisors.

Customer Account Representatives
Hours 8 a.m. - 5p.m. EST (Monday - Friday) The CARE Team is responsible for reviewing forms and billing for accuracy before loading all new contracts into our database. They work hand in hand with Diebold's sales force throughout the nation. Any account changes, additions or deletions are made by our CARE Team associates. Changes must be sent in writing to the database department by authorized personnel only to emcctr@diebold.com, fax 330-498-2888, or changes can now be made via the Internet on Revisor Online by authorized personnel.

The accounts are assigned to associates by facility name and can be reached at 1-800-548-4478 option # 5 or directly at:

Programmers
Hours 7:30 a.m. - 9:30 p.m. EST (Monday - Friday)
The programming associates assist Diebold technicians to program and test alarm panels for initial set up or troubleshooting. Other duties include loading options or customer assistance. Our programming department can be reached at 1-800-548-4478 option # 4.

Dispatchers
24 hours
The Event Monitoring Center's dispatchers are trained to handle all types of alarms with speed, accuracy, and courtesy. Their responsibilities are to dispatch authorities in emergencies, notify customers of alarms, place accounts in test, monitor opens/closings, and cancel false alarms. Our dispatchers can be reached 24 hours at 1-800-548-4478 option # 1 (cancels), option # 2 (testing), or option # 3 (account information).

Team Leaders
24 Hours
Our team leaders are responsible for their shift by assisting the dispatchers with questions or customer concerns. They oversee the daily routine and run reports to analyze the operations. They offer supplemental training to the dispatchers and assist the supervisors when needed.

Supervisors
24 Hours
Supervisors in the Event Monitoring Center are available 24 hours a day. During non-business hours, a supervisor is always on-call and available to assist associates or customers as needed. The duties of the supervisors are to train, coach and assist all employees. Supervisors assist customers with information, questions or concerns. Being a state-of-the-art facility, our department is challenged to bring our customers the latest technology. This technology is implemented by the supervisors and special project teams.

Technical Support Engineer
Hours 8:00 AM - 5:00 PM EST (Monday - Friday)
Our technical support engineer assists our associates with software, receiver, and panel programming issues.