Job Description:

Vector Security Networks is looking for Service Ops Manager in Gainesville, VA location. The Operations Manager is responsible for the overall financial performance and overall compliance of service levels for the assigned regions and/or programs of Vector Security Networks’ Service Operations Department. The key metrics of management are the oversight of margins by state and per subcontractor, process and metric results to drive remote resolution percentages, ticket creation, dispatch, and service resolution within their regions or programs. Must drive revenue growth, minimize customer attrition and continuously improve margins to meet company budgetary goals. The department is performing over 6,000 onsite dispatches with excess of 20,000 requests for service, Revenue in excess of $39mm.

Main Responsibilities:

Financial and Administration Management

• Manages the efforts of the operations team to prepare for monthly and annual work plans for ticket processing and dispatch


• Sets timeliness and operational goals for ticket creation, dispatch, and billing procedures


• Sets financial and timeliness goals for technician response and repair metrics


• Sets travel cost guidelines and processes approval for requests exceeding guidelines


• Review and report on operational metrics in region


• Coordinate with Contractor Management to ensure robust coverage of technician base by prioritizing areas where response can be improved, or existing technicians expanded in size or technical skillset


• Coordinate with vendors and manufacturers to improve pricing

Customer Relations

• Works directly with customers to establish and report on inspections programs
  
  
  
  • Respond promptly to customer inquiries
  
  
  • Handle and resolve customer complaints
  
  
  
  


• Obtain and evaluate all relevant information to handle inquiries and complaints

Business Analysis

• Responsible for predicting and estimating future service revenues, expenses, and profitability utilizing information, data, and historical trends


• Responsible for extracting data from independent systems, comparing and merging as required to ensure accuracy among the systems, and to provide a complete overview of all service financials


• Responsible for establishing and maintaining tracking and analysis of data and processes which represent the important metrics and controls required by our business


• Responsible for understanding and providing improvement recommendations for all current business processes to ensure continued profitability


• Responsible for compiling and providing to the Service Department managers the cost and volume analysis by account, department, and technology

Company Overview:

Recognized as #1 in security by SDM Magazine and ranked #5 among the top electronic security providers in the United States, Vector Security provides home automation and mobile security solutions to more than 300,000 homes, businesses, and multi-site enterprises across North America and the Caribbean, including many Fortune 500 companies.

With services tailored to fit each customer's needs, we offer everything from alarm monitoring and smart home solutions, to video surveillance and managed network services.

Our unique history traces back to The Philadelphia Contributionship, America’s oldest property insurance company founded in part by Benjamin Franklin in 1752.

Along with competitive compensation and career advancement opportunities, we offer a comprehensive “Total Rewards” package. Qualifying employees receive:

• Medical, dental, and vision coverage


• Company paid life and AD&D insurance


• Company paid short- and long-term disability


• Voluntary benefit products


• 401k retirement savings plan after just 60 days


• Paid time off for vacation, sick and floating holidays


• Tuition reimbursement


• Employee Assistance Program (EAP)

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, transgender, national origin, veteran or disability status.

 

Experience

Required

• 2 - 5 years: Experience in Management, Business Management, Communications, and or related field

Education

Required

• High School or better

Skills

Required

• Decisiveness


• Communication


• Ability to multi-task


• Microsoft PowerPoint


• Microsoft Excel


• Microsoft Word

Preferred

• Mentoring


• Maintains high level of professionalism

Behaviors

Preferred

• Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well


• Leader: Inspires teammates to follow them


• Team Player: Works well as a member of a group


• Dedicated: Devoted to a task or purpose with loyalty or integrity

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

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