Account Resource Manager

Securitas Technology; Fullerton (CA); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Medical, Dental, Vision, and Life Ins.

401K with 60% Match up to 6%

Paid vacation sick time

Educational Assistance

Exceptional growth opportunities

Job summary

Securitas Technology, part of Securitas, a world-leading provider of integrated security solutions, is seeking a Service Call Coordinator in California. This role focuses on Excel-driven service call management, SLA adherence, and ongoing QA/QC audits to improve field operations.

Primary responsibilities include coordinating service calls, escalations, and liaising with dispatch teams and district managers. On-call rotations may apply to support after-hours needs.

Qualifications

• Must have extensive Excel knowledge including V-Lookups and Pivot Tables.
• Experience in service call management and SLA tracking.
• Strong QA/QC and incident management capabilities.

Responsibilities

• Manage service calls and aging/open calls within the assigned area.
• SLA response management – escalate calls in jeopardy of a missed SLA.
• First-time fix/resolution management and QA/QC service audits.
• Interface with Dispatch Teams and District Service Managers as needed.
• Engage with client local security representatives for site access and issues.
• Availability for on-call rotation after normal business hours.

Skills

Excel proficiency

Service coordination

SLA monitoring

QA/QC

Tools

Excel - VLOOKUP & Pivot

Job description

Securitas Technology, part of Securitas, a world-leading provider of integrated security solutions that protect, connect, and optimize businesses of all types and sizes. More than 13,000 colleagues in 40 countries are focused daily on our purpose to help make your world a safer place and our commitment to deliver an unparalleled client experience. With clients at the heart of all we do, our people, knowledge, and technology power our connected ecosystem of health, safety and security solutions and services.

Responsibilities Include

• Extensive Excel Knowledge is a MUST: V-Lookups, Pivot Tables, and document consolidation
  • Service Call Management
  • Manage aged/open calls within assigned area of responsibility
  • SLA response management – escalate calls in jeopardy of a missed SLA
• First-time fix/resolution management – identify areas of opportunity, e.g., technician truck stock
• Investigate cancelled calls from previous day to validate resolution
• Perform QA/QC service audits
• Manage open parts orders with the parts/procurement team
• Identify and evaluate service or process opportunities, e.g., technician training needed
• Interface with Securitas Technology Dispatch Teams and District Service Managers as needed
• Engage with client local security representatives as needed for site access, issues or other technician needs
• Escalation point for client local security representatives
• First point of escalation for the Securitas Technology field-force
• Assist technicians on client process and contacts as needed
• Utilize client and internal STC tools to validate service repairs on high-priority or escalated service calls.
• Manage Disaster Recovery protocol for all named storms or natural disasters
• Incident management process for robbery response
• Attend scheduled calls with client
• Availability for on‑call rotation after normal business hours as needed

Securitas offers comprehensive benefits including:

• Medical, Dental, Vision, and Life Insurance
• Company Paid Short Term and Long-Term Disability
• 401K with 60% Match up to 6% of salary
• Paid vacation sick time
• Educational Assistance
• Exceptional growth opportunities
• Wide variety of employee discounts on travel, equipment, and more!

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.