Are you interested in furthering your career with an industry leader that continues to experience tremendous market growth? Join our team at SES! We are one of the largest security providers in the world featuring best-in-class products and award-winning services, customized to meet the specific needs of our clients. Due to the continued rapid growth of our Electronic Security group, we are currently seeking an Account Resource Manager based in Uniontown, OH.
Account Resource Manager - Electronic Security will serve as a Security Operations and Command Center (SOACC) Support Specialist. The SOACC Support Specialist is responsible for interfacing with the Bank of America Implementation and Maintenance team and will partner with the administration and support of burglar alarm and digital video systems at banking centers, remote ATM's and remote AHD's.
The Account Resource Manager (ARM) position is a blend between technical and managerial functions with strong emphasis on meeting customer expectations for performance metrics, ability to identify root causes and implement correction strategies across a nationwide footprint, while creating partnerships between Bank of America, Securitas, and subcontractor groups. The ARM duties are demanding and provide an excellent opportunity to develop strong customer relationship, technical performance, and analytical skills.
Some essential functions of this position include:
Ability to manage a steady volume of phone calls (inbound/outbound) with a high degree of professionalism
Work closely as the primary customer contact to obtain good Customer Completion Dates (CCD) and determine accurate Projected Start Dates (PSD).
Oversee escalation to service team, installation team, sales, manufacturing, transportation and subcontractors
Contact subject matter experts when needed for escalation issues. Manage follow up communications to parties involved
Handle follow-up communications on customer expectations
Work well independently and make decisions in the best interest of the company and customer
Strong analytical, inter-personal and communication skills are recommended to interface with customers, associates, sales and technical people.
Create and maintain technical and best practice documents
On-call availability to provide support for critical issues on a rotating schedule
Detail-oriented and organized with the ability to multi-task
Educational and Technical Requirements
Bachelors or Associates Degree preferred. 1-3 years of related work experience or equivalent
Ability to support DMP and Focus alarm platforms and Verint DVR technology
Intermediate knowledge of Microsoft Excel (formulas, chart generation) and PowerPoint
Basic knowledge of Six Sigma methodologies and/or Quality Assurance/Quality Control procedures
Strong attention to detail, excellent oral and written communication skills and a service-minded attitude
Ability to correlate data and numbers for analysis
We are a nationwide provider of security solutions and an equal opportunity employer committed to a diverse workforce. Our core values of Integrity, Vigilance and Helpfulness are proudly demonstrated daily by our employees to our customers and the communities we service.