Supervisor, Technical Support

Company: Securitas Electronic Security Inc
Location: Indianapolis
Posted on: March 19, 2023

Job Description:

3xLOGIC is part of Securitas Electronic Security. They design and manufacture industry-leading physical security solutions including video monitoring, electronic access control, alarm systems, and big data analytics. Our world-class portfolio comprises three trusted, market-tested brands: 3xLOGIC, PACOM and Sonitrol.

Overview

The day to day supervision of helpdesk cover, out-of-hours rotations and customer issues. The role is approximately 80% Tech Support, 20% supervision. Priority is helpdesk and the out-of-hours cover/rotation, sickness and holidays. The ideal candidate is customer centric to deal with critical support and where they can and where necessary, escalate customer issues to development. The role would be accountable for cross-training and data analytics.

Purpose

• Deliver a high standard of Product Security Technical customer support
• To help drive, supervise, and monitor the team
• Develop effective people management and continue with people development culture
• Involvement in the continuing realignment with internal stakeholders to ensure readiness for new product launches
• Involvement in the implementation of SPS Cross Functional Training between divisions, to improve Technical Product Knowledge globally
• Work with SPS Technical Support Manager and other supervisors to help develop, refine and implement standard operational processes across the teams
• Monthly KPIs and Metrics for the team
• Help maintain the customer knowledge databases to provide and establish essential support documentation for support i.e. Technical Notes, bulletins, manuals etc.
• All calls/tickets logged and managed Accountabilities
  • Reporting to the SPS Technical Support Manager
  • Accountability for assigned team's Technical Support Engineers
  • KPI's and Metrics as assigned by SPS Technical Support Manager
  • To assist in supporting overall SPS business goals
  • Continuous improvement of assigned Technical Support Team in all areas to promote scalability and readiness to support new products Responsibilities
    • Monitoring / Analyzing team Performance, KPIs
    • Continuous improvement of processes to drive further efficiency within the team
    • Environmental health and safety
    • Ensure all calls and emails are logged into the appropriate ticketing system
    • Analyze call logging data
    • Manage any out-of-hours rotations Applications Knowledge
      • Access Control
      • Security systems
      • Video
      • IT
      • Communications
      • 3rd Party Systems
      • Human Resources Key Performance Indicators
        • Call volume
        • Abandoned Calls
        • Longs calls
        • Escalations to development
        • Support call response with call waiting times
        • Support calls backlog Work Schedule & Location
          
          This is a full-time role with a hybrid working classification. This role will average 2 days per week in the office located in Fishers, IN, with Tuesdays being one of the onsite working days. The remaining average 3 day per week have the ability to be remote.
          
          Required Qualifications:
          • 1+ years experience steering Technical Support Teams
          • 3+ years working within busy front line/helpdesk environments or 3+ years working in field physical security technician experience
          • Experience troubleshooting physical security systems (ie: video surveillance, access control, intrusion alarm) Preferred Qualifications:
            • Sound understanding of the Technical Support quality processes and procedures
            • Working to quality procedures, such as ITIL and BSi ISO9001
            • Understanding of the Product Introduction process
            • Knowledge of security products/systems, IT Networks, Databases and Microsoft Office applications
            • AS (or equivalent experience) in Computer Technology, Electrical Technology, or related field
            • Experience with CCTV security video systems
            • Experience with 3xLogic Vigil and Infinias Software
            • Relevant job experience

Keywords: Securitas Electronic Security Inc, Indianapolis , Supervisor, Technical Support, Other , Indianapolis, Indiana