Account Resource Manager

Securitas Technology; Los Angeles (CA); On-site; USD 50,000 - 70,000; Full time

Benefits offered by this job

Medical/Dental/Vision/Life Insurance

Short & Long-Term Disability

401K with 60% Match up to 6% of salary

Paid vacation and sick time

Educational Assistance

Growth opportunities

Employee discounts

Job summary

Securitas Technology in Los Angeles is seeking a detail-oriented Service Coordinator to support field teams, manage service calls, and maintain accurate documentation. The role requires strong Excel skills and the ability to coordinate with technicians and clients.

You will monitor SLA performance, assist with parts coordination, and participate in on-call rotations after hours as needed. A proactive, process-driven mindset is essential to thrive in this busy environment.

Qualifications

• Must have extensive Excel knowledge (V-Lookups, Pivot Tables) and experience with service/call management.
• Ability to manage and document service calls, SLA tracking, and escalations.
• Experience coordinating with field teams, clients, and dispatch/district managers.

Responsibilities

• 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
• 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
• Interface with Dispatch Teams and District Service Managers as needed
• Engage with client local security representatives as needed for site access
• Escalation point for client local security representatives
• First point of escalation for the 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

Skills

Advanced Excel

Call/Service Management

Client Liaison

On-call Flexibility

Tools

Dispatch Software

Parts/Procurement Systems

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.