Overview
The mission of the Security Installation Success Team is to create successful installations for our internal and external customers, by delivering courteous, consistent, and mistake-free installation support in a timely manner, and to provide oversight, guidance, and troubleshooting expertise on installation projects.
The Sr. Coordinator, Security Installation Success, is responsible for promoting a culture of excellence and executing strategic business plans to meet our goals of world class support for field technicians and zero installation defects for our customers.
This position is part of a team of Installation Coordinators, Specialists, and Engineers that provide end-to-end installation support to field engineers; supporting the achievement of all installation milestones, troubleshooting, and ensuring that all security services are installed, programmed, tested, and onboarded per the scope of work, with all expectations met, accurately, efficiently, and mistake free.
This position requires someone with working knowledge and a strong technical background in all the Managed Business Security installation types, which include, but are not limited to Access Control, Business Intelligence Solutions, CCTV/VMS (IP and Analog), Intrusion and Fire Alarm Systems, and Two-Way Audio.
Responsibilities
Serve as the main contact for Field Engineers when they are performing new installations.
Create successful installations for our internal and external customers by delivering courteous, consistent, and mistake-free installation support in a timely manner.
Deliver expert, courteous, and efficient installation support through our chat/messaging platform, as well as by phone and email. Ensure consistent application of customer-specific Installation Success Guides and Checklists during all support interactions.
Facilitate the achievement of installation milestones by providing effective troubleshooting support and ensuring that security services are installed, programmed, tested, and onboarded in accordance with the scope of work, with accuracy, efficiency, and attention to detail. Thoroughly document deliverables and work products, maintaining clear, concise, and accurate records of daily activities, support provided, and interactions.
Demonstrate the ability to excel in a fast-paced environment by managing multiple installations at different stages of completion, while adeptly addressing complex internal and external customer requirements and expectations.
Dedicate full effort to achieving goals, objectives, and key performance indicators (KPIs).
Collaborate effectively with Field Operations, Project Management, Account Administration, and Customer Success teams; proactively gather necessary information and deliver timely status updates to ensure that customer expectations are consistently fulfilled.
Determine the underlying causes of issues, incidents, and complaints while maintaining comprehensive documentation and case statistics. Ensure timely communication of any identified procedural or programmatic errors during installation support to the Sr. Manager, Security Installation Success.
Maintain consistent communication with the Sr. Manager, Security Installation Success. Share information about opportunities for team improvement, such as training and equipment needs, alert them to possible risks or challenges, and quickly report any internal or external customer complaints you become aware of.
Engage consistently in ongoing professional development by acquiring new skills, expanding knowledge, and strengthening competencies essential for driving success both individually and collectively within the team.
Carry out additional duties and responsibilities as assigned.
Core Competencies
Demonstrates a proactive approach and the ability to work effectively both independently and collaboratively within team settings.
Committed to consistently meeting and exceeding customer expectations.
Exhibits a strong passion for technology, with expertise in supporting and troubleshooting complex installations.
Applies innovative thinking and creative problem-solving to challenges as they arise.
Possesses exceptional communication and influencing skills, ensuring clear and credible interactions both verbally and in writing with diverse audiences.
Maintains a positive, solutions-oriented attitude, excelling at building rapport and motivating teams.
Displays patience and understanding while guiding and educating Field Engineers during installation processes and troubleshooting activities.
Highly detail-oriented, with robust organizational skills and an emphasis on accuracy and quality.
Utilizes excellent time management abilities and has a proven track record of meeting deadlines.
Adaptable and flexible, demonstrating a willingness to embrace and drive change to support organizational objectives.
Eager to continuously learn and maintain up-to-date knowledge of technologies and solutions.
Dedicated to ongoing professional development and continuous improvement.
Qualifications
A minimum of three (3) years' experience is required as a Field Technician or Help Desk Agent responsible for installation and/or providing technical support to Field Technicians.
Demonstrated expertise in the installation, troubleshooting, and programming of Access Control systems, Business Intelligence Solutions, CCTV/VMS (both IP and analog), Intrusion and Fire Alarm Systems, and Two-Way Audio solutions.
Experience and hands-on knowledge with low-voltage installations and support, including wiring, serial polling loops, inputs, and outputs.
Exhibits the ability to perform tasks autonomously while maintaining a keen sense of urgency, effectively prioritizing responsibilities, managing time efficiently, demonstrating clear communication skills, and upholding exemplary professional standards.
Demonstrates outstanding written and verbal communication abilities, ensuring clear and professional interaction with employees across all levels, as well as with subcontractors, service providers, and customers.
Proficient in using Microsoft Office applications, including the ability to type efficiently and accurately (at least 20 wpm, ideally 30+ wpm).
Scheduling Requirements
The schedule for this role is Monday – Friday 10:00 - 7:00pm CST.
Candidates must be able to work a scheduled 9-hour shift, which includes a one-hour lunch break, between the hours of 6:00 AM and 8:00 PM Central Time.
This is a salaried, exempt position. Applicants should be prepared to commit to working beyond the standard 40-hour work week, as necessary.
Demonstrated flexibility in meeting scheduling needs, including availability for early mornings, late evenings, overnight shifts, weekends, and holidays, as required to ensure effective business operations.
Interface Systems is an Equal Employment Opportunity employer - all qualified applicants/employees will receive consideration for employment without regard to that individual’s age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law. Such action shall include, but not be limited to the following: Employment, upgrading, demotion, or transfer, recruitment, or recruitment advertising; layoff or termination; for rates of pay or other forms of compensation; and selection for training, including apprenticeship.
If you need assistance or an accommodation in completing this application or during any phase of the interview process due to a disability, please contact us at recruiting@interfacesys.com. Any information will be treated as confidential and only used for the purpose of determining an appropriate accommodation as part of the recruiting process.