Wittenbach · 1 day ago
In House Managed Services Analyst for Alarm Systems
Hunt Valley,MD,US
Full-time
Onsite
Mid, Senior Level
3+ years expWittenbach is a leading provider of innovative cash automation and security solutions for financial institutions. They are seeking a Managed Services Analyst to ensure electronic security systems are expertly configured, maintained, and supported for their clients.
Business DevelopmentManufacturing
Responsibilities
Pre-configuration, staging, and repair of alarm panels and DVRs at our Hunt Valley office
Verifying correct system installations and performing testing and troubleshooting for security alarm, video, and access control systems
Provide expert remote technical guidance to field technicians, subcontractors, and customers during installations, upgrades, preventative maintenance, and service calls
Offer comprehensive technical support to customers and internal teams, ensuring the seamless operation of security systems
Verify accurate remote installation of security systems, confirming they meet specifications and function as intended
Conduct remote testing to validate system integrity, functionality, and proper communication
Manage and control configurations for diverse electronic security hardware, meticulously tracking software/firmware versions, serial numbers, and MAC addresses
Maintain and update security software for both company and client systems, ensuring optimal performance and security
Perform remote programming of alarm, video, and access control systems to meet specific client requirements
Install security software and deliver training to new users, empowering them with the knowledge to effectively utilize systems
Triage customer calls for intervention by the MS team rather than Field Service
Verify customer standards are being met by the WBS team
Serve as a primary point of contact for client inquiries and support requests, consistently demonstrating a customer-centric approach
Actively listen to client concerns, showing empathy and a strong commitment to timely resolution
Communicate effectively with external customers, clearly explaining complex technical issues and solutions in an understandable manner
Collaborate seamlessly with internal teams (e.g., field technicians, sales, engineering) to ensure coordinated support and efficient problem-solving
Manage client expectations regarding service delivery, response times, and issue resolution
Qualification
Required
High School Diploma or equivalent
3-7 years in IT or electronic security industry
Strong IT background
Proficient with Microsoft Office programs
Substantial experience in managing client services, including setting expectations and adjusting priorities
Strong customer service skills
Operational experience within the electronic security industry
Excellent communication skills
Ability to communicate effectively, both verbally and in writing, to exchange information with colleagues and clients
Preferred
Associates Degree in relevant subject area
Preference given to veterans from complimentary branches/services OR Industry experience with (4) Industry certifications from the product lines listed below: -Verint, March Networks, Hanwha, OpenEye & Panasonic video products -DMP, Pacom, Honeywell & Bosch alarm systems -Honeywell Pro-Watch & Hirsch Velocity access control systems -Silent Knight fire alarm systems
Benefits
Health Insurance: Medical, dental, and vision coverage
Identity theft protection and voluntary life insurance
Generous PTO starting up to 120 hours after 30 days of employment, plus paid holidays (including your birthday)
Access to the Employee Assistance Program and Employee Assistance Fund
401(k) retirement plan with employer match
Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA)
Employer-paid life insurance, short-term disability, and long-term disability
Paid training opportunities and Education Assistance Program
Earn up to $5,000 for referring new employees
Company
Wittenbach
For over 50 years, Wittenbach has been a trusted leader in advanced security solutions in financial and commercial industries.
201-500 employees
Funding
Current Stage
Growth StageTotal Funding
unknown2021-04-19Private Equity
Leadership Team
David Kot
President & CEO
Matthew J. Kropp
Chief Financial Officer
Company data provided by crunchbase