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
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