At Vector Security We Think Big, Do the Right Thing, and Make a Difference Every Day! If this is how you like to work, we'd like to invite you to join our team as an Enterprise Technology Specialist! We offer great benefits, a competitive salary, and growth opportunities. We think you'll find what you want here because what we do matters - to us, our customers, and most of all, our team members. Location: Cumberland, RISummary: Under general supervision and aided by internal, customer, and manufacturer teams, the Physical Security Systems Administrator will leverage an advanced understanding of security industry technology hardware and software, encompassing access, burglar, fire, video, and networking systems. The Embedded Customer Resource will play a pivotal role in developing and expanding the existing relationship partnering and taking advantage of opportunities with established clients. The incumbent will position the company for success, serving as a client advocate, they will liaise with internal departments to ensure client needs are met. Taking ownership of technology escalations, the Physical Security Systems Administrator will collaborate with relevant parties to resolve issues. Providing support via phone, email, or workflow applications to internal and external stakeholders. The Physical Security Systems Administratorwill identify and offer solutions for challenging technology issues, develop, and maintain managed services, and document records. Additionally, the role entails creating and delivering end-user and internal training. By addressing client concerns regarding new installations, service, and other issues, the Physical Security Systems Administrator will uphold a high level of post-sales satisfaction, fostering long-term relationships conducive to repeat business and retention. The position requires onsite work at client corporate offices and/or remote operations. What You'll Do:
- Onsite Advanced Technical Support and Management:
- This individual is responsible for supporting Burglary, Fire Alarm, and Access systems for (Customer) Retail stores.
- Provide specialized advanced technical support via phone, email or workflow applications to support internal and external personnel completing installation and service request.
- Take ownership of escalated technical support issues and see problems through to resolution.
- Setup customer configurations: validate work completed via vendor applications.
- Research, diagnose, troubleshoot, and identify solutions to resolve items received from both internal and external entities.
- Acting as a client advocate with a focus on improving overall client experience driving account retention and growth.
- Provide updates to applicable parties throughout process.
- Be able to effectively explain VSN services, solutions and product value and demonstrate differentiating factors driving post-sales satisfaction.
- Building relationships with clients based on trust, respect, knowledge, and ability to deliver at or above expectations.
- Systems Administration:
- Creating reports and dashboards as needed to support Client needs.
- Requires direct interaction with customer teams to include IT, hardware deployment, and infrastructure teams.
- Assist with design, scope understanding, and implementation of Enterprise solutions.
- Makes autonomous decisions regarding alarm system configurations and interprets company and department policy.
- Directs, organizes, and controls the activities of contract field technicians to ensure the proper installation and/or repair of store alarm systems.
- Performance of user management, including changes, adding or adjusting programing parameters, permissions, and overall design implementation.
- Solutions Resolutions:
- Triage and troubleshoot product or platform issues, including programming software, alarm or system events, remote connection, coordination of repairs and vendors as needed.
- Implementing enhancements to improve the reliability and performance of the systems.
- Develop support, and adherence to policies, procedures, standards, guidelines, and process maps to maintain compliance and to documents these standards.
- Monitor and process support requests submitted via Microsoft Dynamics utilizing established company guidelines and procedures, vendor software, and knowledge bases.
- Product and Configuration Evaluation and Testing:
- Review's drawings of remodel and addition projects provided by architects and develops security and fire alarm plans for installation by outside contractors.
- Training of technical personnel as required to enhance the security adoption effectiveness and understanding, by calling stores and performs technical troubleshooting using store personnel to resolve alarm problems.
What You'll Need:
- College Degree or Equivalent Qualifications in Electronic Security Preferred:
- Must understand how to conduct business at an elevated level.
- Professional hard and soft skills necessary to manage, develop, and motivate all members of account teams efficiently and effectively.
- Min 3-5 years of experience in the Physical Security Technical Space, as well as Client Account Management and Technical or Related proven experience:
- Build client relationships, account management, maintaining client account.
- Minimum of 3-5 years' experience in alarm system design, installation &/or servicing.
- Factory training and hands-on experience with various alarm control equipment including Honeywell, Bosch and DMP systems preferred.
- . Ability to multitask and work on multiple projects simultaneously. Build client relationships, account management, maintaining client account.
- Knowledge of Security Technology, the Security Industry and/or Loss Prevention experience preferred:
- Industry/technology knowledge is a critical component when supporting accounts and selling within the security marketplace.
- Computer Literate, Proficient in Microsoft Office Products:
- Must be proficient with Microsoft programs and have extensive knowledge of both Microsoft and comfortable navigating 3rd party software of client software.
- Organizational Skills:
- Must be able to effectively manage a large number of initiatives and opportunities.
- Meeting all deadlines is critical to the success of this position.
- Business processes and planning have to occur at both the high level and detailed level and becomes increasingly complex as the position evolves.
- Problem Solving Skills:
- Challenges encountered could vary in complexity and impact, must demonstrate effective problem-solving skills to recognize developing/emerging issues in earliest stages and engage the proper resources to efficiently implement solutions that meet the interest of the company and client.
- Ability to Work Independently:
- Position is located at a client's site; Vector Management is remote.
- Position must be able to know when to act independently and when to engage management.
- Deductive Reasoning Skills:
- Must be able to listen, understand, breakdown information being provided, and provide accurate direction on what is needed to resolve technical issues.
What You'll Get: We offer a “Total Rewards” package including:
- Competitive compensation with incentive eligibility
- Medical, dental, and vision coverage
- HSA/FSA programs
- Company paid life and AD&D insurance.
- Company paid short- and long-term disability.
- Voluntary benefit products
- 401k retirement savings plan after just 60 days
- 7 Company Holidays, plus 2 Floating holidays of your choice
- Paid Time Off
- Tuition reimbursement
- Employee Assistance Program (EAP)
About Us: We are one of the largest security integrators in the country and have proudly been installing innovative security and smart automation solutions in homes and businesses for more than 50 years. Our purpose is to make our world more secure, connected and empowered, one customer at a time.
- Win as a team.
- Do the right thing.
- Make a difference every day.
- Get it done!
- Think big.
If you share these ideals, we'd love to hear from you! Vector Security is a Drug-Free WorkplaceVector Security is an Equal Opportunity Employer All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, transgender, national origin, veteran, or disability status. Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)