Cennox

• Accept and process emails/service requests/updates from clients or technicians via phone and/or email • Accurately document call information in database • Update customer with service status and call completion information • Solicit client/customer feedback to improve customer service • Troubleshoot a variety of service tickets to determine best resolution for issues and client requests • Escalate unresolved issues and trouble calls to appropriate department, on an as needed basis • Assist Field Service Technicians with service tickets, lock access, or other various workload issues • Dispatch combinations for S&G lock system, dispatch combinations/close seals for Cencon lock system, and verify safety of on-site technicians • Transfer/update service call information to and from clients and technicians by phone, email, and/or text messaging (paging) • Communicate essential information to co-workers and other departments • Coordinate with Field Service to provide timely updates to clients on open service calls • Call Management/Navigation to ensure ETA and SLA adherence by contract requirements to Clients • Stay current with emails, procedural updates, and call handling documentation • Work through Managed Source tickets as they are created in accordance with the procedures outlined in the MS Wiki • Assign the appropriate Managed Source technician to MS tickets by determining tier status

• Define and execute the data platform strategy, including architecture, tools, and data integration approaches. • Lead the design and evolution of scalable data infrastructure leveraging tools such as Databricks and Fivetran. • Establish standards for data ingestion, transformation, storage, and access across the organization. • Align data platform capabilities with business priorities and long-term analytics objectives. • Oversee the development and maintenance of data pipelines, ETL/ELT processes, and data models. • Provide technical leadership to Data Engineers in building efficient, reliable, and scalable data solutions. • Ensure seamless integration of data from systems such as Oracle Fusion into centralized data environments. • Partner with Report Analysts and business teams to ensure data availability supports reporting and analytics needs. • Establish and enforce data governance policies, standards, and best practices.

• Provide administrative and operational support to the Project Management team • Help coordinate project activities from start to finish • Track project progress, maintain documentation, and communicate with internal teams and vendors • Ensure project information is accurate and up to date • Support Project Managers with the day-to-day coordination of assigned projects • Monitor project status and follow up on missing information or required updates • Prepare reports, spreadsheets, and project updates for leadership

Role Description Cennox provides the independence of field entrepreneurship paired with a stable paycheck, paid training, and consistent local work. We have immediate openings for self-driven technicians in Madison and the surrounding areas. Qualifications - Strong mechanical/electrical aptitude and smartphone proficiency. - Working knowledge of Microsoft Word, Outlook, and Excel. - Highly disciplined to work independently and meet deadlines. - Valid driver’s license, clean driving record, and a reliable, insured vehicle. - High school diploma/equivalent (trade school is a plus). - Previous field repair or electrical experience is preferred. Requirements - Ability to lift and move 50+ pounds. - Ability to carry and climb a 10-foot ladder. - Ability to stand for long periods and drive extensively each day. - Comfortable working indoors and outdoors in all weather conditions. - Good hand-eye coordination and vision correctable to 20/20. Benefits - Highly flexible work hours. - Rapidly expanding national company. - Daily local travel with mileage reimbursement. - Company-provided tools, uniforms, and Android smartphone. - Health, vision, dental, and life insurance (after 60 days). - 401(k) eligibility after one year of employment. Company Description Cennox is an Equal Opportunity Employer. We are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic under applicable law. As part of our commitment to fair and efficient hiring practices, Cennox uses JazzHR’s TalentFit AI tool to assist in evaluating candidate applications. This technology helps us match applicants to job requirements based on qualifications and experience. All hiring decisions are ultimately made by our human recruiting team. If you have questions or concerns about this process, please let us know during your application. Cennox participates in the E-Verify program to confirm the identity and employment eligibility of all new employees. For more information, please visit www.e-verify.gov . Key Responsibilities - Clean, detail, and sanitize ATMs, kiosks, and bank vault surfaces. - Inspect electrical components, perform minor refurbishments, and replace lighting. - Conduct ADA inspections, alarm surveys, and site measurements. - Execute software updates and complete digital site surveys. - Take detailed photos of completed work and manage digital paperwork. - Remove graffiti/stickers and clear trash within a 10-foot radius of machines.

• General clerical duties as assigned to support department • Data administration • Data entry • Prepare and distribute reports timely and accurately • All other duties as assigned

• Provide guidance and support to your technicians while keeping your technicians on track to meet regular production goals • Overseeing operational expenses and meeting monthly budget goals by enacting cost-effective production action plans • Proactively communicate with technicians and members of the Operations team to successfully achieve monthly, quarterly, and yearly goals • Manage and monitor monthly field production, workflow, and deadlines • Identify potential production issues and enact cost effective action plans to meet production deadlines as necessary • Prepare weekly production reports for review by supervisor • Monitor daily production of individuals spanning multiple states and adjust their workloads as necessary • Utilize a proprietary website to manage the successful completion of thousands of work orders each month • Aid in routing and scheduling of work for your technicians and review for cost effectiveness and manpower feasibility • Cultivate and track technicians’ work progress • Manage special projects within the region and the manpower that is assigned them • Act as liaison between your team and headquarters to create effective resolutions to field issues • Provide guidance and support to your team and coordinate with technicians to resolve any problems that arise in the field (scheduling, work orders, expenses, routes, inventory, etc) • Oversee the development and training of your team • Coordinate with Recruiting, HR, Training, Parts, etc to successfully hire and onboard new technicians • Maintain an understanding of all varieties of work currently undertaken by Cennox • Prepare monthly regional profit and loss statement reviews detailing reasons for monthly expenditures, revenue shortfalls, gross margin percentages and budget variances • Perform other duties as assigned

• Proactively communicate with technicians and members of the Operations team to successfully achieve monthly, quarterly, and yearly goals. • Manage and monitor monthly field production, workflow, and deadlines. • Identify potential production issues and enact cost effective action plans to meet production deadlines as necessary. • Prepare weekly production reports for review by supervisor. • Monitor daily production of individuals spanning multiple states and adjust their workloads as necessary. • Utilize a proprietary website to manage the successful completion of thousands of work orders each month. • Aid in routing and scheduling of work for your technicians and review for cost effectiveness and manpower feasibility. • Cultivate and track technicians’ work progress. • Manage special projects within the region and the manpower that is assigned them. • Act as liaison between your team and headquarters to create effective resolutions to field issues. • Provide guidance and support to your team and coordinate with technicians to resolve any problems that arise in the field (scheduling, work orders, expenses, routes, inventory, etc). • Oversee the development and training of your team. • Coordinate with Recruiting, HR, Training, Parts, etc to successfully hire and onboard new technicians. • Maintain an understanding of all varieties of work currently undertaken by Cennox. • Prepare monthly regional profit and loss statement reviews detailing reasons for monthly expenditures, revenue shortfalls, gross margin percentages and budget variances. • Perform other duties as assigned.

• Process payroll on a biweekly schedule including multiple pay cycles using ADP. • Accurately calculate wages, deductions, overtime, bonuses, and commissions. • Ensure compliance with federal, state, and local payroll laws. • Prepare and distribute detailed reports to relevant departments. • Serve as the primary point of contact for employee inquiries regarding payroll. • Maintain and update payroll systems with employee information, pay structures, and tax settings.

• Establish strong relationships with existing clients to promote Cennox and serve as their single point of contact. • Works with the client to develop and maintain a Business Account Manual (BAM) for all Service Accounts assigned and distribute to the field, call center, logistics and client service personnel. • Proven capacity to review customer contracts at length to gain high-level understanding of contractual obligations and expectations. • Function as the single point of contact for all service-related issues including escalations and invoice disputes in a timely manner. • Establish and maintain a regular meeting schedule with each assigned customer and maintain meeting minutes. • Video conference calls as requested by the customer. A professional appearance and backdrop are mandatory. • Review monthly reporting and provide recommendations on how to improve performance, efficiency and how to improve customer satisfaction.

Position Summary: The IT Incident Manager is responsible for the end-to-end coordination and management of all incoming support requests across the organization’s IT tracking systems. This role ensures incidents are properly triaged, prioritized, assigned, and resolved within agreed SLAs. The ideal candidate is a detail-oriented leader with strong analytical skills who can evaluate severity, ROI, and completeness of requests and collaborate across multiple IT functions—including traditional IT support, software development, and ERP configuration/support. Duties and Responsibilities: - Monitor and triage all incoming support requests logged in various IT tracking systems (e.g., Freshservice, custom issue log, direct requests from stakeholders). - Validate request completeness and ensure all required details are captured. - Assess each incident for severity, business impact, and completeness. - Determine appropriate priority based on facts provided in the incident. - Identify incidents vs. enhancements and route accordingly. - Assign incidents to the proper resource or team (IT Support, 3rd Party Partners, ERP/Business Applications). - Confirm resolution quality, validate with requestors, and keep incident tracking systems clean by closing tickets. - Analyze incident trends, root causes, and recurring issues; propose problem management initiatives. - Partner with teams to improve incident prevention, monitoring, alerting, and automation. - Work across all areas of IT: traditional IT support (end-user, infrastructure), software development (applications, integrations), and ERP configuration/support. - Collaborate with Product Owners and Business Analysts to align incident handling with business priorities. Skills and Requirements: - 3–5+ years of experience in Incident Management or Service Desk. - Strong understanding of ITIL concepts (Incident, Problem, Change, SLA, Priority/Urgency, CMDB). - Proven ability to assess severity, business impact, and ROI to prioritize effectively. - Excellent communication skills with the ability to coordinate across technical and non-technical stakeholders. - Strong organizational skills and attention to detail; comfortable managing multiple concurrent incidents.