Security Installation Success Sr. Coordinator

Overview  

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 position 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.

Responsibilities

• Be the primary point of contact for Field Engineers conducting new installations.

• Create successful installations for our internal and external customers by delivering courteous, consistent, and mistake-free installation support in a timely manner.

• Provide professional, knowledgeable, respectful, and effective installation support, primarily by chat/messaging, but also by phone and email. Lead by example and consistently use and adhere to customer specific Installation Success Guides and Installation Success Checklists when providing support.

• Support the achievement of installation milestones, assist with troubleshooting and ensure that security services are installed, programmed, tested and onboarded, per the scope of work, accurately, efficiently, and mistake free. Document deliverables and work product; recording clear, concise, accurate, and detailed notes of daily activities, support, and interactions.

• Effectively operate within a fast-paced environment, managing simultaneous installations in various stages of completion, and proficiently negotiate demanding internal and external customer requirements and expectations.

• Work closely with Field Operations, Project Management, Account Administration, and Customer Success; obtain additional information when necessary and provide status updates to ensure customer expectations are met.

• Maximum effort towards the achievement of Goals, Objectives and established Key Performance Indicators (KPI’s).

• Identify the root cause of issues, incidents, and complaints; maintain detailed notes and case statistics of cause. Promptly communicate findings of improper procedures and/or programmatic errors during installation support to the Sr. Manager, Security Installation Success.

• Regularly communicate with the Sr. Manager, Security Installation Support; inform of areas of opportunity within the team, such training and equipment needs, alert to potential risks and/or challenges, and promptly communicate knowledge of all internal and external customer complaints.

• Partake in continuous learning; acquire new skills, enhance knowledge, and build the capabilities necessary to achieve greater success for self and team.

• Perform other duties as assigned by the Sr. Manager, Security Installation Success and/or the Director, Installation Success.

Core Competencies

• Self-starter capable of working both independently and in a team environment.

• A dedication to meeting and exceeding customer expectations.

• Passion for technology and supporting and troubleshooting complex installations.

• Innovative thinking and creative problem-solving.

• Exceptional communication and influencing skills to communicate effectively and credibly, both verbally and in writing to a wide variety of audiences.

• Positive “Can Do” attitude with the ability to connect with individuals and motivate teams.

• Ability to show patience and understanding while assisting and educating Field Engineers during installation events and when troubleshooting.

• Detail oriented with strong organizational skills and a focus on accuracy and quality of work.

• Excellent time management skills with a proven ability to meet deadlines.

• Adaptable, flexible, and wil