With a network of nearly 200 branches, Loomis armored transportation, cash management centers, and cash inventory vaults keep cash flowing throughout financial institutions and retail businesses across the US. Loomis prides itself on providing employees with opportunities for career advancement and job satisfaction.
In fact, many of our company's managers, vice presidents, and corporate executives started out in the branches as driver/guards and tellers. Our work can be challenging, but the thousands who have stayed with our company for decades will tell you that if you have the desire to learn and the drive to succeed, Loomis is the place to be.
Come join our team!
*This position can be remote*
Job Overview: This position is responsible for the leadership, management, training, scheduling, and oversight of a team of people who will be providing customer service and operations technical support for SafePoint. This position reports to the Vice President - Product Management (Cash Recycler) and takes workflow instruction from the SafePoint Operations Management Team.
Key Responsibilities:
Devise and document standard professional competencies and specific technical knowledge required to perform the role of SafePoint Operations Technical Specialist.
Train their staff to this minimum standard and continually validate and supplement their training and capabilities including pollination of knowledge and cross training.
Working closely with Business Development and Sale Engineers team to define all Proof-ofConcept KPI and success criteria for both Smart Safes and Cash Recyclers.
Ensure the architecture and infrastructure on which Smart Safe and Cash Recycler application will be robust and stable by following Engineering of Form, Fit, and Functionality.
Lead multiple initiatives for world class customer service and improve efficiency during Proof-of-Concepts with higher conversion rates and provide KPI inputs to Business Development Team.
Ensure the all-vendor engineering releases are documented and well understood by NCC and SafePoint Operations Technical Specialists and Field Engineers.
Closely monitor and control all the fiscal budgetary and travel expenses.
Help team members improve and track their progress by creating plans and strategies while follow through to ensure team members have implemented agreed-upon tips and tool.
Provide leadership, support, and oversight to the overall product development of SafePoint.
Working within and externally to the SafePoint Product Office this position will actively seek to improve the level of service, stability, and profitability of the SafePoint Solution through adoption of a continuous improvement process, work-flow analysis, process re-engineering, and supplier/equipment review.
Provide a fully trained and competent SafePoint Operations Technical Specialist and manage the continued development of the SafePoint Product Solutions Set.
Establish a positive, creative, and professional working environment in the SafePoint Operations Technical Support Team.
Develop, document, and publish a specific and clear set of criteria and curriculum of knowledge required for SafePoint Operations Technical Specialist to be successful including new products.
Establish and maintain an Employee Development Plan for all staff, with clear timelines and milestones, ensuring that they are competent, capable, and successful in their careers.
Establish a method of effectively managing and scaling the SafePoint Operations Technical Team to support the implementation of the solution in the field.
Manage the SafePoint Operations Technical Process, ensuring that all issues, problems, or opportunities are acted on in a prompt and professional manner.
Work closely with the SafePoint Product Office to continually improve the value of the SafePoint Product offering.
Establish and maintain exceptional client relationships, at peer level, and explore additional ways that Loomis can provide value.
Manage vendor relationships critical to the operations of the SafePoint Product offering.
Mentor staff in client relationship management and engagement.
Oversee SafePoint technical and software support with our Smart Safes and Cash Recyclers
Communicate issues/resolutions to external customers, internal Business Development, Sale Engineers, and internal operations; assist with escalations as required.
Assist in performing QA on New system Enhancements for both Smart Safes and Cash Recyclers.
Test upcoming hardware enhancements, including CIMA products.
Other duties as assigned.
Primary Qualifications:
An Associate or Technical Institute degree/certificate in CS, IS, or a related field or equivalent work experience is required.
A bachelor's degree in computer science, information systems, or a related field is preferred.
Must have 8+ years of related work experience.
Min 5+ years of proven leadership experience
Ability to travel up to 30%-50% or as needed to meet with clients and business partners.
Individual Skills & Competencies:
Strong business acumen with the ability to think strategically with a customer-centric approach.
Ability to interact effectively with individuals at various levels in the organization and external business contacts.
Exceptional leadership skills with the ability to manage and develop high-performing teams.
Ability to prioritize tasks and delegate them when appropriate.
Proven advanced technical experience working with ticketing systems: Outlook, Word, and Excel.
Spanish is a plus.
Benefits
Loomis offers one of the most comprehensive employee benefit packages in the industry, which includes:
Vacation and Sick Time (PTO) as well as Paid Holidays
Health & Dental Insurance
Vision Insurance
401(k) Plan
Basic Life Insurance Plan
Voluntary Life Insurance Plan
Flexible Spending and Health Savings Account
Dependent Care Account
Industry-leading Training and Development
Loomis is an Equal Opportunity Employer and Drug Free Workplace. Qualified applicants will receive consideration for employment without regard to their race, color, religion, national origin, sex, sexual orientation, gender identity, protected veteran status or disability.
