Account Resource Manager in Salt Lake City, Utah at Securitas Technology Corporation

Securitas Technology Corporation, (STC) is a division of Securitas AB, the largest protective services provider in the world with over 370,000+ Securitas Heroes across the world.

STC offers a full portfolio of video, access, intrusion, fire and integrated systems and services. As a leading systems integrator and alarm monitoring company, we deliver the STC Difference, serving countless long-term clients with solutions and services that protect their people, customers, and assets.

Account Resource Manager – Electronic Security will serve as a Security Operations and Command Center (SOACC) Support Specialist. The SOACC Support Specialist is responsible for interfacing with the Bank of America Implementation and Maintenance team and will partner with the administration and support of burglar alarm and digital video systems at banking centers, remote ATM’s and remote AHD’s.

The Account Resource Manager (ARM) position is a blend between technical and managerial functions with strong emphasis on meeting customer expectations for performance metrics, ability to identify root causes and implement correction strategies across a nationwide footprint, while creating partnerships between Bank of America, Securitas, and subcontractor groups. The ARM duties are demanding and provide an excellent opportunity to develop strong customer relationship, technical performance, and analytical skills.

Some essential functions of this position include:

Organizational Requirements

DMP trained, Verint trained, Parabit trained, Hanwha trained, AMAG trained. Decent with spreadsheets. Ideally a technician background.
Ability to manage a steady volume of phone calls (inbound/outbound) with a high degree of professionalismOversee escalation to service team, iparts procurment team, and sales, Contact subject matter experts when needed for escalation issues. Manage follow up communications to parties involvedHandle follow-up communications on customer expectationsWork well independently and make decisions in the best interest of the company and customerStrong analytical, inter-personal and communication skills are recommended to interface with customers, associates, sales and technical people.Create and maintain technical and best practice documentsOn-call availability to provide support for critical issues on a rotating scheduleDetail-oriented and organized with the ability to multi-task