Account Resource Manager

Securitas Technology Corporation•Salt Lake City, UT

17d•$19 - $24•Onsite

About The Position

Securitas Technology Corporation (STC), a division of Securitas AB, is a leading systems integrator and alarm monitoring company offering a full portfolio of video, access, intrusion, fire, and integrated systems and services. The Account Resource Manager (ARM) – Electronic Security will serve as a Security Operations and Command Center (SOACC) Support Specialist. This role is responsible for interfacing with the Bank of America Implementation and Maintenance team, partnering in the administration and support of burglar alarm and digital video systems across banking centers, remote ATMs, and remote AHDs nationwide. The ARM position combines technical and managerial functions, focusing on meeting customer expectations for performance metrics, identifying root causes, implementing correction strategies, and fostering partnerships between Bank of America, Securitas, and subcontractor groups. This demanding role offers an excellent opportunity to develop strong customer relationship, technical performance, and analytical skills.

Requirements

Bachelors or Associates Degree preferred.
1-3 years of related work experience or equivalent.
Ability to support DMP, Parabit, and Verint DVR technology.
Intermediate knowledge of Microsoft Excel (formulas, chart generation) and PowerPoint.
Strong attention to detail, excellent oral and written communication skills and a service-minded attitude.
Ability to correlate data and numbers for analysis.

Nice To Haves

DMP trained, Verint trained, Parabit trained, Hanwha trained, AMAG trained.
Decent with spreadsheets.
Ideally a technician background.
Basic knowledge of Six Sigma methodologies and/or Quality Assurance/Quality Control procedures desired.
Strong analytical, inter-personal and communication skills are recommended to interface with customers, associates, sales and technical people.
Detail-oriented and organized with the ability to multi-task.

Responsibilities

Serve as a Security Operations and Command Center (SOACC) Support Specialist.
Interface with the Bank of America Implementation and Maintenance team.
Partner with the administration and support of burglar alarm and digital video systems at banking centers, remote ATMs, and remote AHDs.
Meet customer expectations for performance metrics.
Identify root causes and implement correction strategies across a nationwide footprint.
Create partnerships between Bank of America, Securitas, and subcontractor groups.
Manage a steady volume of phone calls (inbound/outbound) with a high degree of professionalism.
Oversee escalation to the service team, iparts procurement team, and sales.
Contact subject matter experts when needed for escalation issues.
Manage follow-up communications to parties involved.
Handle follow-up communications on customer expectations.
Work independently and make decisions in the best interest of the company and customer.
Create and maintain technical and best practice documents.
Provide on-call availability to support critical issues on a rotating schedule.