Operations Manager - Automation (Remote)

Convergint is looking for a full-time, enthusiastic, results driven and forward-thinking Operations Manager, Automation to join our amazing culture. This position is responsible for managing the network performance of our automation program and be required to continually monitor network performance and make the necessary corrective actions to improve customer uptime. Candidate will work closely with other departments including other Convergint Technology Centers to standardize the process, develop best practices and help grow a profitable program. As the Operations Manager, Automation, you are a part of a dynamic team that allows you to grow as Convergint grows.

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Who You Are

You have a passion for providing world-class service to customers, colleagues, and communities. You are a person of integrity with a commitment to growth, accountability and delivering results. You value a positive culture and embrace inclusion. You strive to be the best version of yourself at work and home. You want to grow with us and deliver results as an exceptional account executive.

Who We Are

With 20-years of proven growth and exceptional performance, our mission is to be our customer's best service provider. We realize the importance of diversity in achieving that goal. Our company was built upon a solid foundation of 10 Values and Beliefs which drive our unmatched culture, making us the #1 global, serviced-based systems integrator in the industry. We take great pride in protecting the lives and assets of our customers and their communities with the solutions we provide.

What you'll do with "Our Training and Your Experience"

• Convergint's greatest strength is our people! Every colleague is encouraged to participate in our Recruit Awesome People program, helping us grow Convergint by promoting our colleague-first culture and referring top talent to the Talent Acquisition Team and hiring managers.
• This position will have direct oversight for Automation performance, through monitoring, escalation management, training, analyzing trends, and implementing processes to ensure positive service and margin impact.
• Develop and implement an efficient manpower model that will maximize performance, productivity, and profitability.
• Work closely with Sales and Professional Services with "pre-sales and post-sales" customer-facing activities to ensure a smooth installation(s). This would also include managing customers' expectations post-installation to ensure the end-users are comfortable with the technology within their environment.
• Ensure all Territories are meeting our established SLAs and KPIs; provide data and recommendations to the field and customers as necessary to improve SLAs and KPIs.
• Metrics to include performance by customer, technician, territory, product, and controllable faults, along with a "hot list" identifying chronic machines.
• Work with sales and sell the value of our automation program, this will be done during the sales process and continue with supporting sales during regularly scheduled customer meetings and QBRs.
• Evaluate and set pricing for automation service and products to maximize margin to grow a profitable automation program.
• Work with Convergint CDC (Automation Program) to ensure we are aligned with the overall national automation strategy by making recommendations and implementing national initiatives.
• Work closely with our Contract and Finance teams to develop service contract rates that meet our business objectives; take responsibility to identify margin impacts, such as customer-induced errors, or internal operating inefficiencies.
• Responsible for ensuring automation inventory levels are adequate for providing service and meeting First Time Completion goals are being achieved.
• Conduct regular service analysis to identify program enhancements, training opportunities, product issues, and outside influences that are negatively impacting our program.
• Ensure our technicians are following our Automation Security program; this would include conducting security site audits to establish a site security rating. This role will also be required to train Technicians, Managers, and Customers on these security policies.
• Lead ATM loss investigations when losses have been reported, this would include interviewing Technicians, CIT Staff, and Customers with the intent of determining the liability of the claim.
• Performs other duties and responsibilities as requested or required.

What You'll Need

• Exceptional customer focus and ability to work under pressure; ability to anticipate and seek to meet the needs and wants of the customer without being prompted
• Advanced technical skills and experience related to automation systems, to include ATM, ITM, TCR and Software
• Must be a self-starter and work well with minimal supervision
• Excellent written and oral communication skills are required since the Product Manager must communicate with team members, other departments, upper management and consumers of the company's products
• Expertise in the product or market including specific technical or industry knowledge
• Superior project management and interpersonal skills
• Ability to maintain a keen attention to detail, multitask and work well under pressure
• Natural tendency to be curious, positive and creative
• Team player who collaborates well with others
• Sincere empathy for the customer and a commitment to delving deep into the challenges they present or experience

Company Benefits and Perks

Convergint fosters a supportive, accessible, and inclusive environment in which individuals of different backgrounds and identities are able to realize their maximum potential within the company. We offer a variety of programs and exceptional benefits to all of our colleagues:

• Company Holidays and Paid Time Off
• Fun & Laughter Day Off
• Medical, Dental & Vision Plan
• Life insurance & Disability Plan
• Wellness Program
• 401K Matching Plan
• Colleague Assistance Program
• Tuition reimbursement
• Competitive salary and compensation plan
• Vehicle reimbursement plan
• Corporate Social Responsibility Day
• And much more...

Requirements:

• Minimum of 10 years of industry experience in similar Automation roles; Banking, Product Management, Service Delivery, Strategy, Operations (Banking - Vendor), and Cash In Transit.
• This position requires travel when necessary to meet with local Managers, Technicians, and Service Partners as well as Customer meetings.

Convergint is committed to a culture of Inclusion and Diversity and is an Equal Opportunity Employer.

Visit our Convergint careers site to learn more about the company and the exciting opportunities available.

Please note that this job posting includes salary information for the assigned target market range within the primary geographic region the requisition is posted. If the position is posted in multiple locations or is a remote position, the salary range may vary. Individual pay rates will, of course, vary depending on the job, department, and location, as well as the individual skills, experience, certifications, specific licenses, and education of the applicant.

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