Service Operations Supervisor

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 a Service Operations Supervisor! 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. Operation...

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