{"schemaVersion":"jobsearcher.job.v1","id":"db38e4bc81b9e80d98751289","url":"https://jobsearcher.com/jobs/db38e4bc81b9e80d98751289","canonicalUrl":"https://jobsearcher.com/jobs/db38e4bc81b9e80d98751289","title":"Sr Coordinator, Customer Support (Level 2 Support)","description":"Overview\nThe Lead position of the technical support team is a trainer/client escalation-focused position with allowances to perform specific Supervisory responsibilities when necessary. The role is responsible for assisting leadership in ensuring the team provides a high-quality, efficient response to request fulfillments and service incidents related to the life safety of Interface Systems’ Asset Protection customers. The functional focus of this role is on ensuring that fault isolation, repair, service restoration, & root cause analysis processes are all executed accurately, efficiently, and with an exceptional customer experience. Asset Protection services supported are Analog and IP-based which include CCTV, Video, Two-Way Audio, Access Control, and Intrusion service offerings.\n\nResponsibilities\nUnderstands operational goals, objectives, policies, procedures, and work standards for day-to-day activities.\nThe first line of escalation is to aid and provide guidance for Internal and External Clients.\nFostering an environment of continuous training to aid staff and team performance.\nMotivate staff by setting a positive example of work ethics and attitude to ensure we are providing an excellent customer service experience.\nWhile working closely with the Supervisor:\nOversee and guide Team Members actively in training.\nEvaluate training effectiveness and identify areas of improvement with the Supervisor.\nEscalate any training concerns to the Supervisor.\nSchedule regular meetings with the trainee to provide guidance and/ or direction.\nKeep up-to-date records of trainee progress through the assigned system of record.\nAssist with completing 90-day reviews for trainees.\nAssist Supervisor when necessary, overseeing the day-to-day management of the shift including but not limited to:\nTime Management\nAssist in Creation of End of Shift Summary Report\nAssist with Postmortems and RFOs for Gap Analysis if applicable\nQuality Assurance\nParticipate in Shift Meetings/Debriefs\nFloor Supervision\nOther relevant department duties assigned by Management\n\nQualifications\nBS/BA degree preferred. (Maybe substituted with relevant or equivalent work experience)\n1+ years experience leading customer-facing Support or Delivery teams focused on Asset Protection services\n1.5+ years experience leading various Security oriented projects, i.e., Process, training, performance, analysis, integration, automation, etc.\nBroad Asset Protection experience in Customer-facing Support or Delivery organizations\nProven technical problem solving, business process development, and analytical capabilities\nExceptional written and verbal communication skills; ability to communicate effectively with all levels of employees, contractors, clients, vendors, and management.\nWorking and Practical knowledge of low-voltage installation and support\nHoneywell, DMP, and Bosch training and/or certification is preferred\n\nInterface Systems will not discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, or national origin. The contractor will take affirmative action to ensure that applicants are employed and that employees are treated during employment, without regard to their race, color, religion, sex, age, sexual orientation, gender identity, national origin, status as a protected veteran, or individual with a disability. Such action shall include, but not be limited to the following: Employment, upgrading, demotion, or transfer, recruitment, or recruitment advertising; layoff or termination; for rates of pay or other forms of compensation; and selection for training, including apprenticeship.\nInterface Systems will, in all solicitations or advertisements for employees placed by or on behalf of the Interface Systems, state that all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, sexual orientation, gender identity, national origin, status as a protected veteran, or individual with a disability.","company":"Interface Systems","rawCompany":"interface systems","city":"Garland","state":"TX","isRemote":false,"isActive":false,"createdAt":"2026-04-12T20:59:43.280Z","occupations":[{"code":"43-4051.00","title":"Customer Service Representatives","slug":"customer-service-representatives"},{"code":"33-1091.00","title":"First-Line Supervisors of Security Workers","slug":"first-line-supervisors-of-security-workers"},{"code":"49-2098.00","title":"Security and Fire Alarm Systems Installers","slug":"security-and-fire-alarm-systems-installers"}],"industries":[{"code":"541512","title":"Computer Systems Design Services","slug":"computer-systems-design-services"},{"code":"561621","title":"Security Systems Services (except Locksmiths)","slug":"security-systems-services-except-locksmiths"},{"code":"561210","title":"Facilities Support Services","slug":"facilities-support-services"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"Sr Coordinator, Customer Support (Level 2 Support)","description":"Overview\nThe Lead position of the technical support team is a trainer/client escalation-focused position with allowances to perform specific Supervisory responsibilities when necessary. The role is responsible for assisting leadership in ensuring the team provides a high-quality, efficient response to request fulfillments and service incidents related to the life safety of Interface Systems’ Asset Protection customers. The functional focus of this role is on ensuring that fault isolation, repair, service restoration, & root cause analysis processes are all executed accurately, efficiently, and with an exceptional customer experience. Asset Protection services supported are Analog and IP-based which include CCTV, Video, Two-Way Audio, Access Control, and Intrusion service offerings.\n\nResponsibilities\nUnderstands operational goals, objectives, policies, procedures, and work standards for day-to-day activities.\nThe first line of escalation is to aid and provide guidance for Internal and External Clients.\nFostering an environment of continuous training to aid staff and team performance.\nMotivate staff by setting a positive example of work ethics and attitude to ensure we are providing an excellent customer service experience.\nWhile working closely with the Supervisor:\nOversee and guide Team Members actively in training.\nEvaluate training effectiveness and identify areas of improvement with the Supervisor.\nEscalate any training concerns to the Supervisor.\nSchedule regular meetings with the trainee to provide guidance and/ or direction.\nKeep up-to-date records of trainee progress through the assigned system of record.\nAssist with completing 90-day reviews for trainees.\nAssist Supervisor when necessary, overseeing the day-to-day management of the shift including but not limited to:\nTime Management\nAssist in Creation of End of Shift Summary Report\nAssist with Postmortems and RFOs for Gap Analysis if applicable\nQuality Assurance\nParticipate in Shift Meetings/Debriefs\nFloor Supervision\nOther relevant department duties assigned by Management\n\nQualifications\nBS/BA degree preferred. (Maybe substituted with relevant or equivalent work experience)\n1+ years experience leading customer-facing Support or Delivery teams focused on Asset Protection services\n1.5+ years experience leading various Security oriented projects, i.e., Process, training, performance, analysis, integration, automation, etc.\nBroad Asset Protection experience in Customer-facing Support or Delivery organizations\nProven technical problem solving, business process development, and analytical capabilities\nExceptional written and verbal communication skills; ability to communicate effectively with all levels of employees, contractors, clients, vendors, and management.\nWorking and Practical knowledge of low-voltage installation and support\nHoneywell, DMP, and Bosch training and/or certification is preferred\n\nInterface Systems will not discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, or national origin. The contractor will take affirmative action to ensure that applicants are employed and that employees are treated during employment, without regard to their race, color, religion, sex, age, sexual orientation, gender identity, national origin, status as a protected veteran, or individual with a disability. Such action shall include, but not be limited to the following: Employment, upgrading, demotion, or transfer, recruitment, or recruitment advertising; layoff or termination; for rates of pay or other forms of compensation; and selection for training, including apprenticeship.\nInterface Systems will, in all solicitations or advertisements for employees placed by or on behalf of the Interface Systems, state that all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, sexual orientation, gender identity, national origin, status as a protected veteran, or individual with a disability.","datePosted":"2026-04-12T20:59:43.280Z","dateModified":"2026-04-12T20:59:43.280Z","hiringOrganization":{"@type":"Organization","name":"Interface Systems","sameAs":"https://jobsearcher.com"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Garland","addressRegion":"TX","addressCountry":"US"}},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"db38e4bc81b9e80d98751289"},"url":"https://jobsearcher.com/jobs/db38e4bc81b9e80d98751289"}}