Serve as principal communication conduit for the customer, handle day to day operational requirements and act as intermediary and facilitator with the Sales and Service Office ("SSO's") and other Tyco Integrated Security Service and Support organizations to provide customer service to the end user customer and their internal customers. On Site owns the service support relationship and assists in the management of service by focusing on and monitoring all service issues, working with the RDC, SSO Field Service Organization and other Tyco Integrated Security support organizations to achieve response time goals as driven by the Program office and contractual agreements. Responsible for service work scheduling and execution, acts as primary point of contact for escalations of issues concerning service, billing, monitoring and other customer issues. Position requires the ability to make timely real-time decisions to resolve customer issues. Incumbent will be responsible to ensure flow of communication with the customer, Service Management Team, and Program Office Management on the progress of all projects. Position is located at customer headquarters or other designated location.
Duties and Responsibilities:
Act as the conduit and primary point of contact between the customer organization and Sales and Service offices (SSO's), National Accounts Service Center (NASC), Account Services, CMC's and other Tyco Integrated Security support organizations for all service work and service, billing, monitoring or other service issues.
Utilizing Service management tools and strong business relationships, act as main point of contact with customer headquarters personnel, Tyco Integrated Security personnel, contractors, subcontractors, electrical workers, lock smiths to provide clear and accurate communication
Must identify and establish relationships with general contractors, electrical contractors, lock smiths, and customer headquarters onsite contacts.
Regularly monitor service backlog and service work schedule to arrange all service work and track progress through to completion.
Maintain flow of communication between the customer and Service Management Team, and Program Office Management on the progress of all projects.
Assure that service jobs are entered correctly into the Tyco Integrated Security system
Ensure all processes are established so day-to-day business runs smoothly through all parts of the organization.
Ensure work plans match contracted services, are complete and accurate; make arrangements with the appropriate customer and Tyco Integrated Security personnel, contractors, electrical contractors, subcontractors, lock smiths to perform work as contracted.
Ensure customer and Tyco Integrated Security organization understanding of contracted services; review and validate that service work is complete as specified, documentation and time and material invoicing is complete and accurate.
Coordinates, schedules and tracks system upgrades, and annual site visits for Preventive Maintenance inspections
Reviews work order and false alarm reports and provide the customer weekly updates.
Provide feedback on any upcoming changes within the customer's location that may affect business between Tyco Integrated Security and the customer.
Gather information and assemble activity reports in order to meet customer's needs.
Organizes and ensures smooth transition when office closures occur, to include tracking all returned equipment.
Raise the level of awareness on all "test" projects or "trial" runs for anything new products and services Tyco Integrated Security will be implementing for the customer.
Provide customer end user training and support on equipment malfunctions and service calls before, during and after each call.
Prepares and administers performance surveys, then track and report survey results after each service call.
Maintains a current database of all locksmiths, general and electrical contractors servicing each customer location and dispatches them on service calls as necessary.
Addresses database errors and staff changes by delegating to proper employees within Tyco Integrated Security organization. Provides follow-up to ensure changes were made.
Ensure that Tyco Integrated Security is in compliance with customer's procedures and policies and that customer is in compliance with Tyco Integrated Security policies and procedures.
Manage the system programming:
Moves, adds and changes.
Maintain and enforce system standardization.
Maintain system synchronization.
Perform scheduled system backups.
System performance testing
System failover testing
Configure new system hardware
Model the Tyco Integrated Security and Tyco Values and Behaviors
Other duties as assigned
Bachelors four year degree or equivalent experience. High School Diploma or General Equivalency required.
Three (3) years of onsite project management and strong customer service experience with a large corporate or government customer.
Excellent verbal and written communication skills
Ability to be a team player at all levels of the Tyco Integrated Security and customer organization
General understanding of SQL databases
Strong understanding of Microsoft applications
Demonstrated proficiency in the Microsoft Office Suite
Understanding of National Account processes
Must possess exceptional decision making and problem resolution skills
Tyco Integrated Security LLC offers a highly competitive compensation and benefits plan including medical, dental, prescription coverage, flexible spending accounts, paid life insurance, matching 401(k), ongoing training, tuition reimbursement and more. And because we're part of Tyco International, we can prepare you for a career on a global scale.
Installation & Service
TIS - United States
Feb 12, 2013
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