Account Resource Manager

$34,008 - $56,992/Yr

Securitas - Lansing, MI

Full-time - Mid Level

Lansing, MI

10,001+ employees

Administrative and Support Services

About the position

The Account Resource Manager at Securitas Technology is responsible for managing service calls, ensuring compliance with service level agreements (SLAs), and enhancing client satisfaction through effective communication and problem resolution. This role requires extensive knowledge of Excel and involves collaboration with various teams to optimize service delivery and address client needs.

Responsibilities

• Manage aged/open service calls within assigned area of responsibility.
• Ensure SLA response management and escalate calls at risk of missing SLAs.
• Identify areas for first-time fix/resolution management, including technician truck stock.
• Investigate cancelled calls from the previous day to validate resolutions.
• Perform quality assurance and quality control service audits.
• Manage open parts orders with the parts/procurement team.
• Identify and evaluate service or process opportunities, such as technician training needs.
• Interface with Securitas Technology Dispatch Teams and District Service Managers as needed.
• Engage with client local security representatives for site access and issue resolution.
• Act as the escalation point for client local security representatives.
• Assist technicians with client processes and contacts as needed.
• Utilize client and internal tools to validate service repairs on high-priority or escalated service calls.
• Manage disaster recovery protocols for named storms or natural disasters.
• Oversee the incident management process for robbery responses.
• Attend scheduled calls with clients and be available for on-call rotation after normal business hours.

Requirements

• Extensive knowledge of Microsoft Excel, including V-Lookups and Pivot Tables.
• Experience in service call management and SLA compliance.

Nice-to-haves

• Experience in incident management processes.
• Familiarity with disaster recovery protocols.

Benefits

• Disability insurance
• Health insurance
• Dental insurance
• Tuition reimbursement
• Vision insurance
• 401(k) matching
• Employee discount
• Life insurance