Automation Support Manager - Bethel, CT

Convergint is looking for a full-time, enthusiastic, results driven and forward-thinking Automation Support Manager to join our amazing culture in our Bethel, CT office. In this role, you will support and drive operational excellence in the company's core automation strategies. Closely work with territory managers, installation managers, professional services, the ROC and customers on pre and post installation automaton projects and service. Coordinate all aspects of the automaton fulfillment processes and documentation. PROACTIVELY, review business metrics including service history and work with team to deliver improvements, efficiency, and excellence. Collaborate with colleagues and clients so they understand the products and the company's unique value proposition. As an Automation Support Manager, you are a part of a dynamic team that allows you to grow as Convergint grows.

For information about how we use your personal information, please see our Colleague & Applicant Privacy Notice, available on convergint.com/careers.

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 want to join an organization with a positive culture that embraces equal opportunity and allows everyone to be the best version of themselves at work and home. You want to grow with us and deliver results as an exceptional Technical Support Specialist.

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.
  
  
  
  • Manage the Pre-Installation work with both Sales and the Customer for all Automation projects.
  • Work with both the Customer and Professional Services in developing the proper host configurations and profiles have been completed prior to installations.
  • Work with the Customer and Internal Resources regarding installation scheduling and resources.
  • Assist with ordering bank mode keys, FL unit kits for new installs
  • Tracking serial #, lock #, MAC address of new units - many customers require this info prior to install
  • Assist with managing the new install ITM - ensure they are staged and prepared for install, pick up by rigger.
  • Assist with small projects, (Software / Hardware Upgrades, Network Conversion, etc.), Help schedule, have tickets generated, track completion, etc.
  • Work with Parts on RMA Core Return Tracking.
  • Attend pre and stop installation calls.
  
  
  
  
  • Work with ROC to ensure PM Completion
  
  
  
  
  • Attention post installations meeting to document and work through any pending issues.
  • Review watch tickets to ensure completely within SLA and being dispatched properly, effectively.
  • Assist with parts; confirm shipping, work with SC to "move "parts as needed to get units back in service.
  • Review automation calls, weekly and compare monthly to identify trends. Get PS involvement to address as needed.
  • Attend weekly, monthly automation customer calls.
  
  
  
  
  • Keep relationship, communication open, document on going issues for resolution.
  • Document and assign action items, follow up as needed.
  
  
  
  
  • Track and assign with non-break fix service tickets where follow up is required.
  • Document and update customer location keys and alarm code for afterhours service.
  • Maintain customer ITM unit spreadsheet with term #'s, network information, hours of service etc.
  • Tracking and provide update on HNA quarterly hotfixes and any ATM patches, supply report to customers.
  
  
  
  
  • Notify customer when we perform any software upgrade, revisions etc. Need to document for customer audits.
  
  
  
  
  
  

What You'll Need

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  • Advanced understanding of Microsoft suite of programs and company ERP system.
  • Deep knowledge of automation equipment and equipment on-boarding process.
  • Display a strong sense of urgency, maintain a professional presence and demonstrate business acumen.
  • Demonstrate good organizational skills and common-sense decision-making abilities.
  • Awareness of risk management and information confidentiality protocol.
  
  
  
  
  • Communication skills and ability to understand client needs and translate needs into action and deliverables.
  • Interpersonal skills to ensure team members understand requirements and can deliver effectively.
  • Problem-solving skills to address issues that arise during installation and service.
  • Strategic thinking to develop solutions and new functionality for upgrades, enhancements, and replacement.
  
  
  
  

Company Benefits

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

• 10 Company Holidays and Paid Time Off starting at 13 days annually
• 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 or company vehicle
• Corporate Social Responsibility Day
• Cell phone reimbursement (if applicable)
• Paid parental leave

Requirements:

Education: Associates Degree in related field or equivalent experience.

Experience:

• 5 + years of relevant product experience preferred.
• Experience in one or more of the following industries preferred: electronic/electrical, fire alarm & life safety, data-cable installation and/or building automation.

Certifications & Licenses:

Industry-specific certifications and/or licenses required; must have valid driver's license with a clean driving record.

Convergint is an Equal Opportunity Employer.

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