Service Operations Supervisor

At Vector Security We Think Big, Do the Right Thing, and Make a Difference Every Day! If this is how you like to work, we’d like to invite you to join our team as a Service Operations Supervisor!

We offer great benefits, a competitive salary, and growth opportunities. We think you’ll find what you want here because what we do matters - to us, our customers, and most of all, our team members.

Location:  Remote US/USA

Summary:

The Service Operations Supervisor will supervise the work of a team of Operations Coordinators to provide operational excellence through a functional and efficient service and repair process for life safety and asset protection systems for all Vector Security Networks customers.  You will be responsible for ensuring proper resolution of escalations, internal and external reporting, and maintaining Service Level Agreements.

Responsibilities:

• Oversee day to day operations team workflow:
  • Review team performance based on report card metrics for each team member ensuring completion of task, processing of incoming new work, and continued movement of existing work orders.
  • Work with team to improve service efficiencies and address service opportunities.
  • Review team’s timesheets, performance and initiate biweekly team reviews.
  • Daily review with technicians for open work orders and service opportunities from their end.
  • Daily review of scheduling dashboard regarding the service tickets progress and closures.
  • Search and review and assign emergency service requests and ensure all requests are assigned.
  • Act as a funnel point for ROCS team to receive escalated requests, specialized requests, and assign to team for processing.
• Communication:
  • Provide communication to Vector Security Network clients regarding escalations, large scale service work, and overall service performance.
  • Assist with resolution of customer complaints regarding performance related to dispatching of service.
  • Coach team members on performance in duties and areas of responsibility.
  • Coordinate with other departmental and divisional leadership on service work which requires their input or expertise to resolve, providing schedule and scope detail to ensure successful outcomes.
  • Hold team and one-on-one meetings to provide feedback and identify areas of opportunity for additional training.
  • Work with leadership and training staff to build training programs for team development.
  • Coordinate with the Service Billing team to address any TSP billing issues and work order concerns.
• Operation Coordinator Performance:
  • Distribute and reinforce policy and procedural items to team members.
  • Monitor coordinator dashboards and workflow to ensure timeliness and volume metrics are met.
  • Participate in developing performance reviews for team members.

Qualifications:

• High School Diploma or GED equivalent required.
• Supervisory experience of 1-2 years - Preferred 
  • Electronic Security Industry/Call Center Experience as a Lead or Supervisor - Preferred
• Must be able to coach and provide feedback on areas of improvement, process alignment, and workflow. Must be able to motivate peers and/or direct reports and encourage teamwork through collaboration while sharing best practices.
• Experience with Microsoft Office products (Excel, Word, PowerPoint) required. 
  • Experience with MS D365 is a plus.
• Manage travel cost through TSP Selection in regional area of responsibility, job bundling for travel, and work to resolve issues in as few trips as possible to help reduce expenses.
• Must be able to manage expectations based on proven key performance indicators that show progression in area of responsibility: i.e., response and repair days, return trips, managing partner compliance with portal usage.

Our Total Rewards package includes (but is not limited to):

• Competitive compensation with incentive eligibility
• Medical, dental and vision coverage
• Company paid life and AD&D insurance.
• Company paid short- and long-term disability.
• Voluntary benefit products
• 401k retirement savings plan
• Flexible Spending Account
• Paid time off
• Tuition reimbursement
• Employee Assistance Program (EAP)

About Us:

Vector Security is a leading provider of intelligent security and managed services solutions serving residential, commercial, and enterprise customers across North America. Through our Residential and Commercial business units, Vector Security delivers smart security, life safety, video, access control, and monitoring solutions. Our Vector Security Networks (VSN) division provides national security solutions for multi-site organizations, while Managed Network Services (MNS) delivers secure connectivity, and network management services that help businesses operate reliably and securely. For more than 50 years, we have been committed to protecting people, property, and business operations through innovative technology and exceptional service.

Our Values:

• Win as a team.
• Do the right thing.
• Make a difference every day.
• Get it done.
• Think big.

If you share these ideas, we’d love to hear from you!

Vector Security is a Drug-Free Workplace

Vector Security is an Equal Opportunity Employer

All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, transgender, national origin, veteran, or disability status.