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Manager, Security Solutions Test & Turn-Up- Remote

Job Locations US-MO-Earth City
ID 2022-1064
Category
Customer Support
Position Type
Regular Full-Time

About Us

Interface Systems is a leading managed service provider delivering business security, managed network, UCaaS, and business intelligence solutions to distributed enterprises. We enhance security, streamline connectivity, optimize operations and reduce IT costs, maximizing ROI for the nation’s top brands. Our company vision is to enable enterprises to innovate faster and adapt to market forces. We bring this to life through our mission of inspiring B2C enterprises to deliver amazing customer experiences by safeguarding people and assets, enabling seamless connectivity solutions, and uncovering business insights.

 

Our mantra as a team is relentless customer support. We are passionate, and quite honestly obsessed, about delivering an amazing customer experience. We do this through fostering an Interface company culture for our employees focused around collaboration, commitment and fun. Come join our dynamic and growing team and make a direct impact in a company committed to growth and transformation, all in service of delighting our customers and our employees.

Overview

 

The Manager of the Security Solutions Test & Turn-up team is responsible for leading the day-to-day operations and employees within the department that provide end/end support for field engineers installing Interface Managed Systems. The role is responsible for ensuring the team provides a high-quality, efficient response to new clients and Field Engineers as it relates to New Installs, Projects such as Move, Add, Change Requests to existing Services related to the life safety of Interface Systems’ Asset Protection customers.

 

The functional focus of this role is on ensuring that the security services whether new or changes with existing service are installed, tested, and onboarded per the scope of work into our alarm monitoring operations centers.  Fault isolation, service restoration, & root cause analysis processes are all executed accurately, efficiently, and with an exceptional customer experience.  Asset Protection services supported are Analog and IP-based which include CCTV, Video, Two-Way Audio, Fire, Access Control, and Intrusion service offerings. 

 

As a departmental leader, this role will be called upon to lead various improvement initiatives that are focused on improving the customer experience, that create operational efficiencies, that provide operational innovation, and those that enable scale through improved performance standards, process mechanization, and further automation.  

 

Responsibilities

PRIMARY RESPONSIBILITIES AND FUNCTIONS:

  • Develops and directs the implementation of goals, objectives, policies, procedures, and work standards where applicable for the assigned shift.
  • Develop Key Performance Indicators for all Supervisors and Analysts; routinely evaluating their productivity and progress in achieving them. Maintain proper documentation in relation.
  • Ensure customer experience standards are met day to day. This requires someone that can keep a close eye on several different performance indicators in parallel, that can manage multiple tasks simultaneously, that can juggle priorities, and that can delegate and follow-up effectively.
  • Identify staff training needs and plan training sessions in coordination with the Training Manager/Supervisors/Leads; foster an environment of continuous learning.
  • Ensures proper work schedules are in place to provide sufficient shift personnel for workload demands. Including vacations requests.
  • Communicate with the Director to keep them informed of areas of opportunity within the team; Alert them to potential risks/challenges. 
  • Monitors daily updates on the performance metrics of their team where needed, current customer related items, software concerns or developments, and other business matters.
  • Maintain Standard Operating Procedure/ Policy and send all recommended updates through the change control process.
  • Assist and work closely with the Service Delivery and Sales Engineering teams to approve all new Installation Guides, New Architecture Types, and or New Product(s) set to be released. 
  • Promptly responds and resolves client inquires (Internal/External) and investigations.
  • Work closely with Project Management, Account Management, and Customer Experience Leaders to assist on internal/external kick off calls with new or existing clients as it relates to an open project.
  • Recruit, interview, and offer employment to potential candidates.
  • Conducts personnel year end evaluations.
  • Responsible for executing disciplinary actions and terminations according to company policies.
  • Other duties may be assigned as required.
 

Qualifications

Requirements

EDUCATION and EXPERIENCE 

  • BS/BA degree preferred. (May be substituted with relevant or equivalent work experience)
  • 3+ years’ experience leading customer-facing Support or Delivery teams focused on Asset Protection services
  • 5+ years’ experience leading various Security and IT-oriented projects, ie. Process, training, performance, analysis, integration, automation, etc.
  • Broad Asset Protection experience in Customer-facing Support or Delivery organizations
  • Working and Practical knowledge of low-voltage installation and support
  • Honeywell, DMP, and Bosch training and/or certification is preferred
  • Edward Systems Training preferred
  • Proven technical problem solving, business process development, and analytical capabilities
  • Exceptional written and verbal communication skills; ability to communicate effectively with all levels of employees, contractors, clients, vendors, and executive management.

CORE COMPETENCIES

  • Client Service: Ability to anticipate a client’s needs and respond to them in a timely manner.
  • Decision making: Ability to make decisions and take responsibility for every decision made.
  • Drives for Results: Action oriented, attention to detail, and a sense of urgency in all aspects of job.
  • Excellent Communication: Effective use of language to gather info & facilitate exchanges which yield results.
  • Flexible/Creative/Analytical: Ability to adapt to changes without losing focus. Apply logic and creative thinking to problem-solve and create solutions.
  • Leadership: Ability to establish a team and promote strategies to achieve a common goal.
  • Results Orientation: Will do what it takes to deliver results. Confident and self-motivated.
  • Interpersonal Relations: Exhibits understanding & respect of others to achieve positive work relationships.
  • Positive Attitude: Embraces change. Develops and accomplishes personal goals.
  • Technical Acumen:  Ability to clearly understand a variety of voice/data/security services being provided via analog and managed IP Network solutions.

EEO Statement

Interface Systems will not discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, or national origin. The contractor will take affirmative action to ensure that applicants are employed and that employees are treated during employment, without regard to their race, color, religion, sex, age, sexual orientation, gender identity, national origin, status as a protected veteran, or individual with a disability. Such action shall include, but not be limited to the following: Employment, upgrading, demotion, or transfer, recruitment, or recruitment advertising; layoff or termination; for rates of pay or other forms of compensation; and selection for training, including apprenticeship.

Interface Systems will, in all solicitations or advertisements for employees placed by or on behalf of the Interface Systems, state that all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, sexual orientation, gender identity, national origin, status as a protected veteran, or individual with a disability.

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