Serve as the primary escalation point for service-related issues and coordinate with internal support resources to drive timely resolution.
Review aging service cases each day to identify risks, mitigate blockers, and improve case closure against assigned SLA targets.
Take corrective action when service levels are off track and support resolution of recurring customer issues through fact-based analysis.
Participate in or lead meetings and conference calls with the customer and internal teams as needed.
Ensure service case documentation, lessons learned, SOPs, and related records are received and stored in the document repository.
Perform ongoing SLA analysis and reporting for internal and external stakeholders.
Support Service Maintenance Agreement renewal discussions for assigned customers.
Complete other related duties as assigned.

High school diploma or equivalent.
5+ years of work-related experience in operations with demonstrated success in improving client satisfaction.
Strong written, verbal, and interpersonal communication skills.
Superior attention to detail and a proven ability to manage multiple priorities.
Strong analytical and problem-solving skills.
Experience working with cross-functional teams.
Conflict resolution skills and the ability to remain positive and effective in complex situations.
Ability to build and maintain strong, productive relationships with Sales, Project Managers, Account Team Members, Account Managers, field operations personnel, and Customers.
Excellent facilitation and follow-up skills.
Strong personal computer skills, including Excel, Word, Outlook, PowerPoint, MS Power BI, Smartsheet, SharePoint, and MS Project.
Nice to Have: Associate’s Degree or Bachelor’s Degree in Business or a technical field. Familiarity with retail loss prevention EAS, Video, RFID, Field Service, and Installation environments.

Competitive salary and bonus plan
Paid vacation/holidays/sick time
15 days of vacation first year
Comprehensive benefits package including 401K, medical, dental, and vision care
Available day one
Extensive product and on the job/cross training opportunities with outstanding resources
Encouraging and collaborative team environment
Dedication to safety through our Zero Harm policy

Service Quality Manager

Key skills