FIELD OPERATIONS LEAD - Kastle Systems : Job Details

Join the leader in providing smarter solutions for a safer world.

The property technology space is growing rapidly, and Kastle Systems is leading the way. Kastle Systems is the leader in managed security, with a track record of introducing innovative technologies to serve over 460M square feet of real estate globally. Clients span the commercial and multifamily real estate, education, and construction industries and the customers they serve. Delivering a world class customer experience drives everything we do, and Kastles mission is to be our customers best service provider and to ensure that their security the most effective, efficient and convenient. Kastle's integrated security solution, including access control, video, and remote video monitoring, significantly reduces costs and improves the critically important 24x7 performance for building owners, developers and tenants.

The Field Operations Lead is directly responsible for managing the Service Schedule. You will be the SME for our field service system software, managing daily schedule of service tickets, communicating with customers (external and internal) and service technicians/service managers to resolve client issues in a fast paced environment with the goal of providing best in class customer service and technician productivity.

Pay Range - $60K - $70K

• Manage field service requests end-to-end, from initial receipt of customer issue through scheduling, managing the service visit, reporting back on the result, and following up on any additional action required
• Identify and act on opportunities to optimize processes, working closely with the Director of Client Success
• Schedule Service tickets via the Field Service Software. To that end, ensure that the technician assigned is qualified to perform the work required and considering the technician location, maximizing efficiency and meeting priority needs.
• Communicate with customers to provide schedule, and verify availability, accessibility, and local points of contact.
• Monitor the schedule to ensure the Service team is meeting Service Level Agreements, schedule commitments, and priority tickets to meet customer expectations:
  • Reschedule and Reassign tickets as necessary and communicate with customers whose schedule may be affected.
  • Escalate issues of scheduling conflicts to Service Management team.
• Work with the Director of Client Success and Customer Success Managers to triage service tickets to determine if additional information is needed to assist the technician and/or determine if the issue can be resolved without on-site response.
• Monitor and resolve On-Hold and Open tickets.
• Monitor, report, and escalate customers/sites with repeat service response.
• Assist in managing/scheduling Sub-contractor dispatches.
• Ensure tickets are being closed properly and on a timely basis by the technicians.
• Generate productivity reports through the Field Service Software.
• Assist in the implementation of goals and objectives; ensure adherence to departments policies and procedures.
• Communicate with other departments and management to resolve problems and expedite work. ?
• Respond to and resolve difficult and sensitive customer inquiries and complaints, both written and verbal

• 3 - 5 years work experience, including experience working with dispatch software and scheduling service technicians
• Strong aptitude for and interest in process engineering; you take existing processes and find ways to make them better
• Bachelor's degree in a STEM field highly preferred
• Good at receiving and acting on feedback; no ego
• Ability to interact with customers and other departments
• Attention to detail
• Verbal and written communication skills
• Ability to work under pressure and time constraints
• Ability to multi-task
• Hybrid schedule: minimum 3 days in office required
• Proficient with MS Office Suite (Excel, Word, Outlook, CRM, Teams, AX)

At Kastle, we believe that diversity makes us stronger - at work and in the world. Kastle Systems International, LLC is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, protected veteran status, marital status, pregnancy or any other basis protected by applicable federal or state laws.

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