Security Installation Success Sr. Coordinator M-F 10:30-7:30PM CST

Interface Systems

13d

About The Position

The mission of the Security Installation Success Team is to create successful installations for our internal and external customers, by delivering courteous, consistent, and mistake-free installation support in a timely manner, and to provide oversight, guidance, and troubleshooting expertise on installation projects. The Sr. Coordinator, Security Installation Success, is responsible for promoting a culture of excellence and executing strategic business plans to meet our goals of world class support for field technicians and zero installation defects for our customers. This position is part of a team of Installation Coordinators, Specialists, and Engineers that provide end-to-end installation support to field engineers; supporting the achievement of all installation milestones, troubleshooting, and ensuring that all security services are installed, programmed, tested, and onboarded per the scope of work, with all expectations met, accurately, efficiently, and mistake free. This position requires someone with working knowledge and a strong technical background in all the Managed Business Security installation types, which include, but are not limited to Access Control, Business Intelligence Solutions, CCTV/VMS (IP and Analog), Intrusion and Fire Alarm Systems, and Two-Way Audio.

Requirements

A minimum of three (3) years' experience is required as a Field Technician or Help Desk Agent responsible for installation and/or providing technical support to Field Technicians.
Demonstrated expertise in the installation, troubleshooting, and programming of Access Control systems, Business Intelligence Solutions, CCTV/VMS (both IP and analog), Intrusion and Fire Alarm Systems, and Two-Way Audio solutions.
Experience and hands-on knowledge with low-voltage installations and support, including wiring, serial polling loops, inputs, and outputs.
Exhibits the ability to perform tasks autonomously while maintaining a keen sense of urgency, effectively prioritizing responsibilities, managing time efficiently, demonstrating clear communication skills, and upholding exemplary professional standards.
Demonstrates outstanding written and verbal communication abilities, ensuring clear and professional interaction with employees across all levels, as well as with subcontractors, service providers, and customers.
Proficient in using Microsoft Office applications, including the ability to type efficiently and accurately (at least 20 wpm, ideally 30+ wpm).

Responsibilities

Serve as the main contact for Field Engineers when they are performing new installations.
Create successful installations for our internal and external customers by delivering courteous, consistent, and mistake-free installation support in a timely manner.
Deliver expert, courteous, and efficient installation support through our chat/messaging platform, as well as by phone and email.
Ensure consistent application of customer-specific Installation Success Guides and Checklists during all support interactions.
Facilitate the achievement of installation milestones by providing effective troubleshooting support and ensuring that security services are installed, programmed, tested, and onboarded in accordance with the scope of work, with accuracy, efficiency, and attention to detail.
Thoroughly document deliverables and work products, maintaining clear, concise, and accurate records of daily activities, support provided, and interactions.
Demonstrate the ability to excel in a fast-paced environment by managing multiple installations at different stages of completion, while adeptly addressing complex internal and external customer requirements and expectations.
Dedicate full effort to achieving goals, objectives, and key performance indicators (KPIs).
Collaborate effectively with Field Operations, Project Management, Account Administration, and Customer Success teams; proactively gather necessary information and deliver timely status updates to ensure that customer expectations are consistently fulfilled.
Determine the underlying causes of issues, incidents, and complaints while maintaining comprehensive documentation and case statistics.
Ensure timely communication of any identified procedural or programmatic errors during installation support to the Sr. Manager, Security Installation Success.
Maintain consistent communication with the Sr. Manager, Security Installation Success.
Share information about opportunities for team improvement, such as training and equipment needs, alert them to possible risks or challenges, and quickly report any internal or external customer complaints you become aware of.
Engage consistently in ongoing professional development by acquiring new skills, expanding knowledge, and strengthening competencies essential for driving success both individually and collectively within the team.
Carry out additional duties and responsibilities as assigned.