Technical Support Mgr
Gainesville, VA

Job Description

The Manager of Technical Support leads the in-house department that supports our field technicians who perform service and installation jobs across all security technologies (i.e. fire, intrusion, video, access control). The role ensures that the Tech Support Department is properly staffed and trained to support our TSP network and VSN Technicians so that onsite repairs and issues can be remediated quickly and effectively. From a metric standpoint, this role is responsible for driving down tech support hold time and best utilizing technology and processes to maximize efficiencies in the department. This position will report directly to the Director of Service Operations and will also work closely with the other Director of Engineering, Senior Program Manager for Installation, and the Subcontractor Resource Manager.

Main Responsibilities:

* Coordinates the Technical Support Group in preparing weekly, monthly, and annual operating plans and reviews work plans
* Sets and established metrics and goals for the Technical Support Group along with individual plans for each Supervisor
* Organize and facilitate weekly, monthly and quarterly staff meetings covering standards, practices, and financial results
* Hiring, termination, counseling, review writing and delivery, of Technical Support Team
* Works with NSC Trainer on the development and implementation for Service
* Ensures that staff is adequately trained on all industry technologies and maintains updated vendor and industry certifications
* Works with Vendors to ensure group is well qualified and trained
* Deals directly with Technical Service Providers either by telephone or electronically
* Ensure that TSP concerns are being resolved
* Perform TSP verifications for service work orders
* Process orders, forms, applications and requests
* Direct requests and unresolved issues to the designated resource
* Manage customers accounts
* Keep records of Customer/TSP interactions and transactions
* Record details of inquiries, comments and complaints
* Record of details of actions taken
* Communicate and coordinate with internal departments
* Follow up on customer interactions
* Lead recruiting process for Department and approve all new hires.
* Monitor Staffing needs and development
* Identify staff training needs and opportunities on a monthly basis
* Reviews employee policies and procedures ensuring they are legally sound, fair, current, relevant, and competitive with similar companies
* Works with other members of Service Management to enhance or change policies, standards, and practices that fulfill, in the most effective manner
* Works with staff, develop and implement a communications, community awareness and outreach strategy

All other duties as may be assigned

Why Join Us?

Two-time winner of Dealer of the Year from SDM Magazine, two-time winner of the Police Dispatch Quality (PDQ) Award, and multi-year winner of the Central Station Operator of the Year Award from The Monitoring Association. Top 5 largest security company. Sure, we've got the hardware and the recognition, but the real reason to join Vector Security is our people. People who are passionate about the work they do. Energetic people who innovate, who take on new challenges. People, perhaps, like you.

And when we find good people, we hold on to them…through career advancement opportunities, internal promotion, continuing education, and performance incentives.

So, whether you're a proven leader in your discipline or looking for new challenges, Vector Security may have the right opportunity for you. We seek driven, proactive, talented individuals who are excited about what the future holds. Because we are. Come join us and find out for yourself!

Vector Security, Inc. is an Equal Opportunity Employer

Vector Security is a Drug-Free Workplace

All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status