Service Operations Supervisor

Vector Security, Inc.; United States; Remote; USD 60,000 - 85,000; Full time

Benefits offered by this job

Medical, dental and vision coverage

Company paid life and AD&D insurance

Short- and long-term disability

401k retirement savings plan

Flexible Spending Account

Paid time off

Employee Assistance Program (EAP)

Competitive compensation with incent.

Job summary

Vector Security, Inc. is hiring a Service Operations Supervisor to lead a team of Operations Coordinators and ensure efficient service and repair processes for life safety and asset protection systems. You will manage escalations, reporting, and SLAs, coordinating with multiple departments to achieve goals.

The role emphasizes coaching, performance reviews, and process improvement, with remote US operations and opportunities for growth within the Vector Security Networks division.

Qualifications

• High School Diploma or GED required.
• 1–2 years of supervisory experience preferred.
• Coaching and feedback on performance and workflow.
• Proficient in Microsoft Office products (Excel, Word, PowerPoint).
• MS Dynamics 365 experience is a plus.

Responsibilities

• Oversee day-to-day operations workflow and ensure timely task completion.
• Review team performance and conduct biweekly team reviews.
• Coordinate with technicians on open work orders and service opportunities.
• Communicate with Vector Security Network clients regarding escalations and performance.
• Coach team members and coordinate training programs with leadership.
• Coordinate with Service Billing to resolve work order issues.
• Monitor dashboards and ensure service levels and KPIs are met.

Skills

MS Office

MS Dynamics 365

Education

High School Diploma or GED

Tools

MS Dynamics 365

Job description

At Vector Security We Think Big, Do the Right Thing, and Make a Difference Every Day!

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: Remote US/USA

Summary

The Service Operations Supervisor will supervise the work of a team of Operations Coordinators to provide operational excellence through a functional and efficient service and repair process for life safety and asset protection systems for all Vector Security Networks customers. You will be responsible for ensuring proper resolution of escalations, internal and external reporting, and maintaining Service Level Agreements.

Responsibilities

• Oversee day to day operations team workflow:
  • Review team performance based on report card metrics for each team member ensuring completion of task, processing of incoming new work, and continued movement of existing work orders.
  • Work with team to improve service efficiencies and address service opportunities.
  • Review team’s timesheets, performance and initiate biweekly team reviews.
  • Daily review with technicians for open work orders and service opportunities from their end.
  • Daily review of scheduling dashboard regarding the service tickets progress and closures.
  • Search and review and assign emergency service requests and ensure all requests are assigned.
  • Act as a funnel point for ROCS team to receive escalated requests, specialized requests, and assign to team for processing.
• Communication:
  • Provide communication to Vector Security Network clients regarding escalations, large scale service work, and overall service performance.
  • Assist with resolution of customer complaints regarding performance related to dispatching of service.
  • Coach team members on performance in duties and areas of responsibility.
  • Coordinate with other departmental and divisional leadership on service work which requires their input or expertise to resolve, providing schedule and scope detail to ensure successful outcomes.
  • Hold team and one-on-one meetings to provide feedback and identify areas of opportunity for additional training.
  • Work with leadership and training staff to build training programs for team development.
  • Coordinate with the Service Billing team to address any TSP billing issues and work order concerns.
• Distribute and reinforce policy and procedural items to team members.
• Monitor coordinator dashboards and workflow to ensure timeliness and volume metrics are met.
• Participate in developing performance reviews for team members.

Qualifications

• High School Diploma or GED equivalent required.
• Supervisory experience of 1-2 years - Preferred
  • Electronic Security Industry/Call Center Experience as a Lead or Supervisor - Preferred
• Must be able to coach and provide feedback on areas of improvement, process alignment, and workflow. Must be able to motivate peers and/or direct reports and encourage teamwork through collaboration while sharing best practices.
• Experience with Microsoft Office products (Excel, Word, PowerPoint) required.
  • Experience with MS D365 is a plus.
• Manage travel cost through TSP Selection in regional area of responsibility, job bundling for travel, and work to resolve issues in as few trips as possible to help reduce expenses.
• Must be able to manage expectations based on proven key performance indicators that show progression in area of responsibility: i.e., response and repair days, return trips, managing partner compliance with portal usage.

Our Total Rewards package includes (but is not limited to)

• Competitive compensation with incentive eligibility
• Medical, dental and vision coverage
• Company paid life and AD&D insurance.
• Company paid short- and long-term disability.
• Voluntary benefit products
• 401k retirement savings plan
• Flexible Spending Account
• Paid time off
• Employee Assistance Program (EAP)

About Us

Vector Securityis a leading provider of intelligent security and managed services solutions serving residential, commercial, and enterprise customers across North America. Through our Residential and Commercial business units, Vector Security delivers smart security, life safety, video, access control, and monitoring solutions. OurVector Security Networks (VSN)division provides national security solutions for multi-site organizations, whileManaged Network Services (MNS)delivers secure connectivity, and network management services that help businesses operate reliably and securely. For more than 50 years, we have been committed to protecting people, property, and business operations through innovative technology and exceptional service.

Our Values

• Win as a team.
• Do the right thing.
• Make a difference every day.
• Get it done.
• Think big.

If you share these ideas, we’d love to hear from you!

Vector Security is a Drug-Free Workplace

Vector 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
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.