Manager, Field Service Support

Brinks Home™ is a leader in the smart security industry, protecting over one million people across the U.S., Canada, and Puerto Rico. Our platinum-grade protection is backed by award-winning customer service and expertly trained professionals.

We strive for the highest standards for our customers while fostering a positive work environment for our employees. We create a culture that fosters innovation, celebrates creativity, and encourages authenticity. Join us and be part of a collaborative team that is relentless in our pursuit of security for life.

Position Overview:

We are currently seeking a Manager of Field Service Support, who embodies our core values of: Service, Accountability, Customer Focus, Growth, and Integrity.

The individual in this position will be responsible for managing a team of productivity specialists that handle dailycoordination of Technicians and their assigned routes. You will be responsible for the overall health of the dispatchablejobs pool, including scheduling/rescheduling and associated Customer care. Your team provides support to Field Managers and their crews ofTechniciansand Dealer resources.

Key Responsibilities:

• Handleescalations via phone or chat
• Monitor and support the Productivity Specialists and Backlog team.
• Handle issues forBrinks Techs and3rdPartyDealersthat require research (utilizing Dispatch and Order Management systems)and often follow up.
• Support the daily activities of theFieldOperationsteam.
• Perform outbound calls to business partners as needed.
• Work with the Market Operations Managers to ensure high productivity and job attainment.
• Work with other Dept Leads from Customer Care, Training, etc.
• Performance Management of frontline employees.
• Process documentation and improvement.
• Use/configuration of Microsoft Software, including Microsoft Teams and Power Automate

Requirements:

• Previous management experience, managing a team of 5+
• Excellent problem-solving skills
• Self-motivated attitude, positive and energetic
• Adherence to department and companyexpectations for the past 90 days, including attendance.
• Strong personal commitment to quality and service (professionalism, performance, communication, problem solving and teamwork)
• Excellent written and oral communication skills
• Working knowledge of Spreadsheet Software and Word Processing software
• Field Service experience (preferred)

Benefits:

• Brinks Home recognizes the value of benefits for you and your family, so we offer a comprehensive and competitive benefits program:

• Medical, Dental, Vision, 401(k) with Employer Match, Paid Time Off & Paid Holidays, HSA/FSA, Life & AD&D Insurance, Disability Coverage, Maternity/Parental Leave, Mental & Physical Health Benefits, Employee Resource Groups, Volunteer Hours, Discounted Equipment & Monitoring, Employee Referral Program, and Continuing Education

• To learn more about our company culture and career opportunities, please visit our LinkedIn and Career Page.

Brinks Home provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

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