Interface Systems

Compensation

Full Description

Overview The Lead position of the technical support team is a trainer/client escalation-focused position with allowances to perform specific Supervisory responsibilities when necessary. The role is responsible for assisting leadership in ensuring the team provides a high-quality, efficient response to request fulfillments and service incidents related to the life safety of Interface Systems’ Asset Protection customers. The functional focus of this role is on ensuring that fault isolation, repair, service restoration, & root cause analysis processes are all executed accurately, efficiently, and with an exceptional customer experience. Asset Protection services supported are Analog and IP-based which include CCTV, Video, Two-Way Audio, Access Control, and Intrusion service offerings. Responsibilities Understands operational goals, objectives, policies, procedures, and work standards for day-to-day activities. The first line of escalation is to aid and provide guidance for Internal and External Clients. Fostering an environment of continuous training to aid staff and team performance. Motivate staff by setting a positive example of work ethics and attitude to ensure we are providing an excellent customer service experience. While working closely with the Supervisor: Oversee and guide Team Members actively in training. Evaluate training effectiveness and identify areas of improvement with the Supervisor. Escalate any training concerns to the Supervisor. Schedule regular meetings with the trainee to provide guidance and/ or direction. Keep up-to-date records of trainee progress through the assigned system of record. Assist with completing 90-day reviews for trainees. Assist Supervisor when necessary, overseeing the day-to-day management of the shift including but not limited to: Time Management Assist in Creation of End of Shift Summary Report Assist with Postmortems and RFOs for Gap Analysis if applicable Quality Assurance Participate in Shift Meetings/Debriefs Floor Supervision Other relevant department duties assigned by Management Qualifications BS/BA degree preferred. (Maybe substituted with relevant or equivalent work experience) 1+ years experience leading customer-facing Support or Delivery teams focused on Asset Protection services 1.5+ years experience leading various Security oriented projects, i.e., Process, training, performance, analysis, integration, automation, etc. Broad Asset Protection experience in Customer-facing Support or Delivery organizations Proven technical problem solving, business process development, and analytical capabilities Exceptional written and verbal communication skills; ability to communicate effectively with all levels of employees, contractors, clients, vendors, and management. Working and Practical knowledge of low-voltage installation and support Honeywell, DMP, and Bosch training and/or certification is preferred Work Arrangements This role is a hybrid position and requires onsite presence in our Plano, TX office every other Wednesday. The schedule for this role is Tuesday - Saturday 9:00 - 6:00PM CST 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. At Interface, we are on a constant journey of innovation and excellence. We hold ourselves to the highest standards – from the way we run our business, to delivering relentless support to our customers, caring for our employees, and giving back to our communities. Put your talent to work with us – love your job. Introduce yourself to our recruiters and we'll get in touch if there's a role that seems like a good match. Interface Systems is a leading managed service provider delivering business security, managed network, UCaaS, and business intelligence solutions to distributed enterprises. We enhance security, streamline connectivity, optimize operations, and reduce IT costs, maximizing ROI for the nation’s top brands. Our company vision is to enable enterprises to innovate faster and adapt to market forces. We bring this to life through our mission of inspiring B2C enterprises to deliver amazing customer experiences by safeguarding people and assets, enabling seamless connectivity solutions, and uncovering business insights. Our mantra as a team is relentless customer support. We are passionate, and quite honestly obsessed, about delivering an amazing customer experience. We do this through fostering an Interface company culture for our employees focused around collaboration, commitment and fun. Come join our dynamic and growing team and make a direct impact in a company committed to growth and transformation, all in service of delighting our customers and our employees.