Job Description

Convergint is looking for a full-time, enthusiastic, results driven and forward-thinking Security Systems Supervisor to join our amazing culture at our Ottawa, ON location. As a Security Systems Supervisor, you will be responsible for maximizing customer satisfaction by effectively executing all Convergint commitments on Customer Service Programs (CSPs), time and material work, parts sales and other service duties.

The Supervisor coordinates with Project Managers for effective scheduling and organization of security technician activities (installation, programming, system start-up, commissioning, certification, and customer training) to ensure that projects are executed within budget, on time, and with a high degree of customer satisfaction. This role is responsible for the effective management of resources, costs, safety, quality assurance and customer satisfaction for the delivery of security work – both service and project related.

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 inclusion 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 Security Systems Lead.

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”

Oversees all elements of service and quoted work orders along with CSP related work, including manpower scheduling, material procurement and/or cost control. Proactively communicates service schedules and related service activities with customer and seek to continuously improve customer satisfaction.
Maintains good customer relations, includes prompt response to customer requests and maintaining frequent customer contact. Reviews annual customer satisfaction surveys to measure and track customer satisfaction levels.
May provide pricing, quoting, order processing directly with customers for service work. Carefully monitors all financial aspects of the service work performed (costing, invoicing, billing time, revenue, margins, etc.)
Works with Operations Coordination Team for effective delivery of customer service including scheduling of field technicians, approval of work order billings, as well as usage and reporting in iCare.
In collaboration with Sales and CSP Coordinator, ensures timely contract renewal process is in place. Cultivates and maintains existing accounts and actively pursue new service and system expansion opportunities with existing service base. Ensures renewals for expiring contracts for accounts without an assigned Account Executive.
Effectively communicates service requirements to service team and wider organization as and when required and maintains accurate and up to date records of service work with respect to job status, job changes, material flow and other control records necessary for processing of internal and external reports.
Coordinate with Project Managers for assignment and scheduling of technicians. Properly align technicians to project tasks according to specialist’s skill set.
Actively participate in internal pre-bid review meetings and project turnover meetings.
Ensure processes and standards involving Technicians are properly implemented. This includes turnover from Project Managers, verification of software licensing or certifications, proper red-line / as-built information provided from Technicians, timesheets (completed and approved on time), JHA's, Daily Reports, etc. Participate in Operations to Service turnover meetings.
Provide first level of technical support coordination for Security Technicians. Provide high level field support for urgent or troubled projects. May perform high level programming for specific projects.
Coordinate and provide oversight to projects up to $50,000. This will include material procurement, labor planning and scheduling and financial responsibility for successful execution.
Provide training and development planning and implementation for Security Technicians. Deliver technical training as well as individual performance development.
Supervises colleagues in a manner that maintains morale, skills proficiency and productivity. In conjunction with the HR Department, recruit and hire colleagues as required. Performs limited range of managerial responsibilities including but not limited to mentoring, coaching and developing colleagues; works with OCT in planning, assigning and directing work; performance management; service budget. May oversee subcontractor selection process and performance.
Responsible for instilling a safety-conscious culture within the team. Ensure all relevant and required safety training and safety certificates have been obtained (e.g. site-specific safety orientations/mobilization, CPR, First Aid, OSSA certifications, etc.) May coordinate with other colleagues and/or leaders in order to achieve full safety compliance. Executes all work in accordance with Provincial, local regulations, general best practices.
Ensure Technicians have proper tools and equipment and that they are maintained properly. This includes field/hand tools, as well as cell phones, vehicles, etc.
Always acts as “our customer’s best service provider” thereby ensuring Convergint is the customer’s first choice for service.

What You’ll Need

Exceptional customer focus and ability to regularly work under pressure; consistent ability to maintain awareness of and seek to meet the needs and wants of the customer without being prompted.
Strong technical knowledge and experience related to building automation systems, fire alarm systems, and/or electronic security systems; required to adapt and develop procedures, processes, tools to meet the more complex requirements of the job.
Solid mechanical and electrical aptitude (e.g. work with a variety of hand and power tools such as drill, screwdriver, wire stripper, hacksaw, crimper) and ability to read blueprints and drawings; solid math skills.
Demonstrates initiative – regularly engages in proactive behaviour and looks for opportunities
Strong analytical skills necessary to resolve problems and look for solutions
Strong financial analytical skills including cost control
Strong team leadership, team building and facilitation skills
Strong coaching, mentoring, and staff development skills. Actively seeks ways in which to act as a role model, guide, develop and mentor others within the organization.
Exceptional verbal, written and interpersonal communication skills
Advanced organizational skills and the ability to handle multiple projects simultaneously
Advanced computer skills including familiarity with MS Office applications (Outlook, Word, Excel)

Requirements

Diploma in electronics, electrical or mechanical preferred.
Security Clearance required (minimum 10 years living in Canada consecutively)
Relevant trade certification as asset.
Minimum of five years of previous, relevant field experience required in the Electronic Security industry
Minimum of two years of supervisory or technical lead 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: