Vector Security

Sales Engineer

• Assist National Account Manager in understanding customer requirements and translating them into appropriate technical solutions.
• Participate in client meetings to provide technical insight and answer solution-related questions.
• Responsible for supporting teams on complex solutions while working with very limited oversight.
• Collaborate with internal teams (sales reps, sales leadership, design and product) to design and document solutions that meet customer needs and align with company capabilities.
• Support the preparation of proposals, RFP responses, and technical documentation.
• Deliver product and solution presentations to prospective clients, both virtually and in person.
• Conduct technical demonstrations and proof-of-concept sessions as needed.
• Work closely with Sales team, Sales Engineers, Product Management, and Operations to ensure solution feasibility and alignment.
• Communicate technical requirements and expectations clearly to internal stakeholders.
• Gather and track solutions that have widespread client opportunity and provide feedback to Product Management.

Senior Sales Engineer

Project Manager

• Ensure team is tracking project timelines: start dates, completions dates, milestones, etc. for multiple projects.
• Ensure targeted milestones and risk are captured and reviewed by team and stakeholders.
• Ensure team coordination with various internal parties (purchasing/billing) regarding backorders and payments.
• Ensure team reviews work orders in D365 and updates changes to project scope and project deadlines.
• Quality checks of quotes generated by PM for projects, are clear, concise, and pricing is consistent with service margin and price book(s).
• Weekly check-ins with PM/PC on projects to ensure necessary approvals have been received, and timelines are met.
• Provide guidance to team and coordinate with customers and NAMs to utilize to process quote requirements.
• Manage and guide team members on project tasks, updated project tracking and ensure work order is being followed.
• Provide feedback to team members to ensure key performance metrics are met.
• Manage Timesheets for hourly employees.
• Responsible for all team management activities including hire/fire and performance management.
• Responsible for ensuring projects meet required margins and revenue targets.
• Track overdue inspections and ensure timely completion.
• Act as a point of contact to handle team escalations.
• Receive recurring contracts and generate tasks for team and D365 to control the inspections.
• Attend customer planning meetings to gather all necessary information for the project process.
• Provide ongoing communication to the customer on progress of conversion program.
• Generate reporting as required for the client, Service, Sales, and Monitoring departments of VSN.

Service Project Manager

Account Executive

• Consistently prospect new business through traditional cold calling methods and referrals.
• Sell additional products and services to existing accounts that continue to present new sales opportunities.
• Sell add-ons, amend, and convert existing customer systems to meet the customers' expectations.
• Responsible for competitive take over opportunities.
• Maintain an in-depth knowledge of complete line of products/services.
• Attain in-depth understanding of cannabis regulations and their impact on our products and services.
• Obtain referrals and work with Centers of Influence.
• Work closely with Cannabis engineering and project management team members.
• Process work orders and complete all paperwork in accordance with approved and standardized Vector procedures.
• Conduct post installation follow-up by contacting customer, ensuring commitments were met and affirming customer satisfaction once the customer has been in service.
• Actively participate in industry and cannabis vertical associations and groups.

Cannabis Sales Representative

Support Engineer

• Troubleshoot Customer Concerns: Engage with customer via omnichannel formats and determine what equipment issue may exist and most appropriate resolution by utilizing technical expertise and sound judgement to ensure the highest level of customer satisfaction.
• Assist customers with Do It With Me set up, troubleshooting to ensure system is functioning properly.
• Apply knowledge of computer software, hardware, and procedures to solve problems.
• Guide users through diagnostic and troubleshooting processes, which may include use of diagnostic tools and software and/or following verbal instructions.
• Collaborate with other team members to research and resolve problems.
• Schedule follow up on-site service appointments only when necessary to reduce the frequency of dispatching technicians.
• Enter accurate and complete documentation of all customer interactions into D365.
• Create new accounts in Alarm.com by following established guidelines.
• Receive, open, process and close auto-generated service-related cases through Microsoft D365.
• Maintains knowledge of technology innovations and trends. Attends training on new technology used by company.

Technical Support Specialist

Customer Support

• Receive inbound communications from customers via multiple channels including phone, chat, email and text and provide positive customer experiences while adhering to quality standards and real-time first call resolution to:
• Create, update and close cases, as needed.
• Schedule service work orders, as needed.
• Place accounts into no response, or “on test”.
• Handle account questions or concerns, including requested reports, documents, research, and updates to both customer and site information as needed.
• Educate the customer on the proper use and maintenance of their system.
• Assist customers who call to cancel their accounts, offer solutions, and additional services to minimize attrition.
• Understand basic alarm functions to troubleshoot basic technical issues with customer accounts, such as silencing panel sirens and beeps, testing alarm communication, and checking status of trouble issues.
• Enter accurate and complete documentation of all customer interactions.
• Complete Outbound communications per the customers desired form of communication to:
• Review open work orders, research, and make outbound calls, emails, SMS, and chats to customers to identify and resolve potential issues.
• Discuss referral program with customers.
• Get information or direct customer to Vector’s website.
• Discuss new products and offerings.

Customer Experience Associate – Call Center

Account Manager

• Develop and expand existing and new National Accounts within a defined Vertical Market and/or region
• Achieve targeted sales growth for National Accounts at a rate and profit margin that align with the strategic business plan
• Expand account penetration with new and existing accounts through frequent proactive contact
• Formulate a sound business plan to provide acceptable sales growth
• Research & Analyze Market Trends and provide current market information to the Sales Director
• Implement promotional programs for National Account customers

National Account Manager

Administration

• Supporting complex accounts and working directly with the NAM and Project Team
• Processing all proposals and contracts
• Assisting with the set-up of new accounts and maintaining customer account profiles
• Working with large amounts of data and providing various sales reports as needed
• Managing third-party software concerns and issues for the team
• Participating in New Customer calls internally and with customers
• Communicating effectively across various departments as a liaison