Account Resource Manager at SES in Pittsburgh, Pennsylvania

Posted in Other 14 days ago.

Job Description:


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:

Organizational Requirements
  • 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

Minimum Requirements

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.