Cennox

Vice President

• Developing and implementing field service strategies
• Overseeing daily field service delivery operations
• Managing and optimizing budgets for field service delivery
• Ensuring high levels of customer satisfaction
• Leading and developing a team of regional managers and field service professionals
• Identifying and implementing process improvements
• Developing and implementing risk management strategies

Associate VP – Field Service Delivery

Program Manager

• Program Leadership – Lead a team of project managers/project coordinators, rollout, and governance of multiple customer banking service programs both strategic and planned that will result in project delivered on time/within budget, customer satisfaction, scheduling compliance, and P&L expectations.
• Strategic Planning – Partner with senior leadership to define program goals, KPIs, and success metrics aligned with company strategy.
• Operational Excellence – Implement best practices for service delivery, scheduling, inventory support, and customer care within banking environments.
• Cross-Functional Collaboration – Work closely with banking operations, merchandising, supply chain, IT, and customer support teams to ensure seamless execution.
• Process Improvement – Identify Project delivery inefficiencies; drive continuous improvement initiatives that enhance service performance and reduce costs.
• Performance Management – Track program performance, analyze data, and present reports to stakeholders on progress, outcomes, and ROI.
• Change Management – Champion adoption of new tools, processes, and service standards across many customer platforms.
• Customer Experience Focus – Ensure projects are delivered on time, within budget and per the SOW, while also delivering high level effective communications to all our customers.
• All other duties as assigned.

Banking Service Program Manager

Recruitment

• Full life cycle recruiting for construction positions across all divisions.
• Staffing requisition process management
• Job description creation, posting, and maintenance across all systems
• Applicant review, initial screenings, and candidate note-keeping for hiring managers
• Active and creative candidate sourcing where needed
• Coordinate interviews between hiring managers and candidates
• Offer generation and facilitation to new hires
• Collection of new hire forms
• New hire account and file set up
• New hire onboarding process and assistance
• Maintenance and creation of templates and forms
• Maintenance of candidate pool (communication, organization, rejection, follow ups, etc.)
• Update and communication of current staffing requisitions, weekly
• Appropriate record-keeping across systems
• Maintenance of field staff skill matrix, including the recording of staff skill levels across function
• Collaboration with leadership to carry out special hiring-related projects or initiatives
• Effectively communicate with all coworkers, managers, and candidates
• Maintain confidentiality of all information
• Performs other duties as assigned

Construction Staff Recruiter

Manager

• Receive, review, and triage incoming service calls via Service Channel and Oracle
• Dispatch service requests promptly to appropriate Field Managers and Technicians
• Enter and maintain accurate notes and updates in both systems throughout the service lifecycle
• Collaborate closely with Field Managers to assign appropriate technicians and schedule work to meet customer needs
• Liaise with customers and Project Managers to coordinate quotes when required
• Ensure all parties are informed of work order statuses, delays, or escalations
• Manage and maintain spreadsheets and other documents related to service request tracking
• Verify work completion details with service personnel and accurately close out service calls in Oracle and Service Channel with required documentation and notes
• Perform other duties as assigned

Service Channel Manager

Learning and Development

• Coordinate, plan, and facilitate the LMS platform
• Assign online training courses to groups and individuals
• Manage individual learning paths
• Enroll and delete users within the LMS platform
• Work with all departments to create and administer courses tailored to departmental needs
• Create and distribute PDF/Interactive Training Content
• Assist Training Manager with capturing and documenting knowledge from Legacy companies
• Assist with database and content management for Technician Support Portal and Training Matrix
• Complete additional projects and assignments as directed by Training Manager or Director

eLearning Specialist

Call Center Representative

• Provide first level support to clients and Field Service Technicians seeking assistance with service tickets, part ordering, and usage
• Accept and process emails/service requests/updates from clients or technicians via phone and/or email
• Accurately document call information in database
• Update customer with service status and call completion information
• Solicit client/customer feedback to improve customer service
• Troubleshoot a variety of service tickets to determine best resolution for issues and client requests
• Escalate unresolved issues and trouble calls to appropriate department on an as needed basis
• Assist Field Service Technicians with service tickets or other various workload issues
• Transfer/update service call information to and from clients and technicians by phone, email, and/or text messaging (paging)
• Communicate essential information to co-workers and other departments
• Coordinate with Field Service to provide timely updates to clients on open service calls
• Call management/navigation to ensure ETA and SLA adherence by contract requirements to clients
• Stay current with emails, procedural updates, and call handling documentation

Call Center Agent

Technical Project Manager

• Plan, organize, and manage IT projects from initiation through completion
• Define project scope, goals, deliverables, timelines, and budgets in collaboration with stakeholders
• Lead cross-functional teams, assigning responsibilities and tracking progress
• Identify and mitigate risks, issues, and dependencies to ensure project success
• Communicate project status, milestones, and updates to leadership and stakeholders
• Ensure projects align with IT standards, security policies, and organizational objectives
• Manage vendor relationships and oversee third-party deliverables when required
• Conduct post-project evaluations and capture lessons learned for continuous improvement

IT Project Manager

Solutions Engineer

• Report to Chief Service Delivery Officer and act as senior leader developing and implementing robust service solutions
• Design end-to-end (E2E) service solutions including internal and external factors
• Manage all service pricing functions and customer contract management
• Collaborate with executives, associates and stakeholders to align on strategy, business obligations and customer expectations
• Provide solutioning oversight to ensure implementation and deliverability of solutions, pricing and contract management
• Establish Key Performance Indicators and track progress to goals
• Lead and manage organizational change associated with service solutions, deal review, pricing implementation and contract review
• Oversee execution of service solutions to ensure profitability and SLA delivery

Vice President, Service Solutions Architect

Customer Support

• Responsible for upselling products and services to clients who call with issues on their safes; discover needs and recommend appropriate products and services
• Handle inbound and outbound calls, upselling products and services to clients to ensure profitability
• Resolve customer-related issues and concerns
• Handle accounting and invoice-related issues
• Ensure that client issues are handled appropriately the first time to avoid/minimize client call backs
• Other duties as assigned

Customer Service and Sales Agent

• Full life cycle recruiting for field positions across all divisions
• Staffing requisition process management
• Job description creation, posting, and maintenance across all systems
• Applicant review, initial screenings, and candidate note-keeping for hiring managers
• Active and creative candidate sourcing where needed
• Coordinate interviews between hiring managers and candidates
• Offer generation and facilitation to new hires
• Collection of new hire forms
• New hire account and file set up
• New hire onboarding process and assistance
• Maintenance and creation of templates and forms
• Maintenance of candidate pool (communication, organization, rejection, follow ups, etc.)
• Update and communication of current staffing requisitions, weekly
• Appropriate record-keeping across systems
• Maintenance of field staff skill matrix, including the recording of staff skill levels across function
• Collaboration with leadership to carry out special hiring-related projects or initiatives
• Effectively communicate with all coworkers, managers, and candidates
• Maintain confidentiality of all information
• Performs other duties as assigned