Regional Service Specialist

Allied Universal; Livermore (CA); On-site; USD 41,000 - 55,000; Full time

Benefits offered by this job

401(k) plan

Medical/dental/vision insurance

Paid holidays & vacation accrual

Job summary

Allied Universal Technology Services is hiring a Regional Service Specialist. This role serves as the front line of communications with customers, scheduling the best resources, and escalating issues to leadership as needed. You will maintain SLA requirements and ensure effective service delivery across regions.

The position requires strong dispatch experience, excellent communication, and the ability to coordinate across multiple departments to support a high-quality security service.

Qualifications

• Must have experience in service intake and dispatch in the security industry or related field.
• Ability to establish and maintain effective working relationships with internal and external customers.
• Detail-oriented and organized with strong planning and reporting skills.
• Excellent oral and written communication and follow-up abilities.
• Strong analytical and decision-making capabilities.

Responsibilities

• Routing requests to appropriate parties via electronic tools, phone, email, and other channels.
• Coordinate with departments and escalate as needed to leadership.
• Maintain SLA requirements and promptly document issues and inquiries.
• Communicate deficiencies or inquiries to management promptly.
• Produce on-demand and recurring reports for Service Management staff.
• Assist the Service Manager with planning and scheduling daily activities.
• Support the service organization to ensure customer and employee satisfaction.

Skills

Customer service

Dispatch experience

Communication skills

Analytical skills

Organizational skills

Spanish language

Education

High school diploma or equivalent

Tools

ServiceNow

SAP ByDesign

Job description

Company Overview:

Join Allied Universal® Technology Services, a global leader in transforming the security industry. We integrate advanced technology — video surveillance, electronic access control, alarm monitoring and augmented solutions with physical security to help people feel safe. Whether you’re an installation technician, service technician, engineer, or project manager, you’ll discover rewarding opportunities to grow your career as part of a valued team.

Apply today and be phenomenal—build a meaningful career while protecting what matters most through innovative security technology.

Allied Universal® is hiring a Regional Service Specialist. The Regional Service Specialist is the front line of the field team's communications with customers when they have requests, questions, concerns, and/or inquiries. The Regional Service Specialist is responsible for scheduling the best available resources while balancing customer control requirements and overall satisfaction. This position is also responsible for ensuring effective communication and escalation to appropriate leadership for any and all matters that need remediation.

RESPONSIBILITIES:

• Routing of requests, concerns, questions, and inquiries to appropriate parties (including Management and Technical Staff) either through an electronic service toolset, telephone, email, instant messaging, and other communications mediums
• Coordinate and liaise with all departments related to assigned service activities and necessary escalation
• Effectively communicate deficiencies, concerns, or inquiries immediately to management regarding any inquiry from a customer or internally interested party
• Maintain Service Level Agree (SLA) requirements for contracted customer issues and service requests by prompt notifications and documentation of reported issues and questions
• Responsible for maintaining effective internal communications and to ensure contractual obligations are fulfilled while quickly resolving issues, thereby minimizing customer concerns and enhancing customer relations
• Track regionally logged cases and work-order tasks and report anomalies to appropriate management staff
• Produce on-demand and recurring reports for Service Management staff
• Update Work Order Tasks as assigned
• Follow up and communicate with external and internal customers as required
• Assist the Service Manager with planning, organization and scheduling of all daily service activities
• Support the Service Manager in maintaining an effective service organization committed to customer and employee satisfaction and profitable growth
• Communicate management directives to field staff and ensure compliance (WFS, Safety, etc.)
• Assist the Service Manager to coordinate and liaise with all departments related to service activities
• Work with the installation team on Install-to-Service turnovers

QUALIFICATIONS (MUST HAVE):

• High school diploma or equivalent
• Licensing requirements are subject to state and/or local laws and regulations and may be required prior to employment
• Minimum of (1) year of experience in service intake and dispatch in the security industry or related field
• Ability to establish and maintain effective working relationships with both internal and external customers
• Must be detail-oriented and organized
• Planning and reporting skills
• Excellent oral, written communication, and follow-up skills
• Strong analytical and decision-making abilities
• Self-motivated with the ability to motivate and influence others
• Ability to manipulate, navigate, and utilize electronic web-based service tools to execute all facets of service delivery/productivity/efficiency

PREFERRED QUALIFICATIONS (NICE TO HAVE):

• Experience in ServiceNow platform
• Experience with the SAP ByDesign Enterprise Resource Planning (ERP) application
• Experience with the execution of the service delivery process in the security industry or related field
• Security industry or related field technical certifications
• Ability to speak, read, and write Spanish or other foreign languagesCollege degree in construction, mechanical, or related field

BENEFITS:

• Salary range: $30 - $40 hourly
• Medical, dental, vision, basic life, AD&D, and disability insurance
• Enrollment in our company’s 401(k)plan, subject to eligibility requirements
• Eight paid holidays annually, five sick days, and four personal days
• Vacation time offered at an accrual rate of 3.08 hours biweekly. Unused vacation is only paid out where required by law.

#LI-26

Allied Universal® is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race/ethnicity, age, color, religion, sex, sexual orientation, gender identity, national origin, genetic information, disability, protected veteran status or relationship/association with a protected veteran, or any other basis or characteristic protected by law. For more information: www.aus.com

If you have difficulty using the online system and require an alternate method to apply or require an accommodation, please contact our local Human Resources department. To find an office near you, please visit: www.aus.com/offices.