Regional Service Specialist

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. Discover rewarding opportunities to grow your career as part of a valued team.

About the role

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. This role is responsible for scheduling the best available resources while balancing customer control requirements and overall satisfaction, and ensuring effective communication and escalation to appropriate leadership for any matters that need remediation.

Responsibilities

• Route requests, concerns, questions, and inquiries to appropriate parties (including Management and Technical Staff) through electronic service tools, 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 Agreement (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 to ensure contractual obligations are fulfilled while quickly resolving issues, 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

Requirements

• 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
• 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, and efficiency

Preferred Qualifications

• 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 languages
• College 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