Vector Security

Role Description As a CAD Technician, you will produce detailed drawings and/or submittal documentation for intrusion, fire, access control, and video surveillance systems in support of the VSN sales, System Design, and PMO teams. - Collaborate with System Design Managers, Fire Engineering Supervisor, and Systems Design Specialists on completing project drawings and documentation. - Produce shop drawings in AutoCAD from sketches or hard copies detailing: - Device location - Conduit paths - Cable call-outs - Device mounting details/recommendations - Wiring details on drawings - Develop submittal documentation for projects to support the sales team. - Share completed shop drawings and submittal packages with: - Customers - Sales team - Operations team - Authorities having jurisdiction - Provide wiring details from manufacturer’s installation documentation. Qualifications - High School Diploma or equivalent. - 3 or more years of AutoCAD experience producing drawings. - Excel – customer reporting, tracking. - Outlook – high volume of email traffic communicating with Sales Reps and customers. - Bluebeam experience is a plus. - Knowledge of Intrusion/Fire/Video Surveillance/Access Control systems. - Previous field experience preferred. Requirements - Required to validate proficiency and experience in life safety systems design and installation as well as specific knowledge in Intrusion, Fire, Video Surveillance, and Access Control products. - Advanced communication/interpersonal skills required for a heavily communication-oriented position. - Familiarity with and ability to research/interpret codes and permitting requirements as they pertain to the installation of systems and related components and/or trades. - Ability to interpret blueprints, both hard copy and electronic copy. Benefits - Desktop Computer with AutoCAD Capabilities - Cell Phone - Competitive Compensation with Incentive Eligibility - Medical, dental, and vision coverage - Company paid life and AD&D insurance - Company paid short- and long-term disability - Voluntary benefit products - 401k retirement savings plan - Flexible Spending Account - Paid time off - Tuition reimbursement - Employee Assistance Program (EAP) Company Description We are one of the largest security integrators in the country and have proudly been installing innovative security and smart automation solutions in homes and businesses for more than 50 years. Our purpose is to make our world more secure, connected, and empowered, one customer at a time. - Win as a team. - Do the right thing. - Make a difference every day. - Get it done. - Think big. If you share these ideals, we'd love to hear from you! Vector Security is a Drug-Free Workplace. Vector Security is an Equal Opportunity Employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, transgender, national origin, veteran, or disability status.

Role Description As a Customer Support Representative, you will answer inbound customer calls and electronic requests in a timely fashion to assist customers with their issues, including providing information about their system or troubleshooting. Maintain a positive and professional attitude towards customers at all times. Support Data Center in completing code changes on an as-needed basis to ensure timely customer support. What You'll Do: - Handling Inbound Customer Service & Technician Overflow Calls: - Answer phones and complete calls as per metrics. - Collaborate with internal teams to gather information and deliver solutions to the customer. - Manage customer calls and help them with emergency active alarm events. - Provide reports or work order summaries from D365, InSite, or MASterMind as per customer requests. - Regularly check CS Review cases to ensure accuracy and efficient response times. - Support technicians related to current service needs as required for overflow or during shifts with limited or no technical support. - Programming Projects: - Complete a minimum of 10 Code Change requests per shift. - Analyze the delegated requests received by Sales and leadership regarding basic alarm panel programming and provide solutions. Qualifications - High School Diploma or equivalent - Customer Service Oriented: Talking to customers on the phone, provide resolutions efficiently. - Time Management: Prioritize work and projects versus maintaining phone coverage. - Eagerness to Learn: Continually amass knowledge of different programs and systems to provide efficient customer service. - Conflict Resolution: Handle difficult customer calls while maintaining a professional demeanor. - Phone Skills: Have a pleasant and professional demeanor while handling customer calls. - Problem Solving Skills: Evaluating unique customer service requests for optimal resolution. - Team Mindset: Support others on the team, collaborate for knowledge and assistance. Benefits - Competitive Compensation with Incentive Eligibility - Medical, dental and vision coverage - Company paid life and AD&D insurance - Company paid short- and long-term disability - Voluntary benefit products - 401k retirement savings plan - Flexible Spending Account - Paid time off - Tuition reimbursement - Employee Assistance Program (EAP) Company Description We are one of the largest security integrators in the country and have proudly been installing innovative security and smart automation solutions in homes and businesses for more than 50 years. Our purpose is to make our world more secure, connected and empowered, one customer at a time. Our Values: - Win as a team. - Do the right thing. - Make a difference every day. - Get it done. - Think big. If you share these ideas, we’d love to hear from you! Vector Security is a Drug-Free Workplace. Vector Security is an Equal Opportunity Employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, transgender, national origin, veteran, or disability status.

• Engage in complex opportunities involving sophisticated technology, clearly articulating the value proposition and business case for investment. • Deliver thorough analyses of benefits, business impact, ROI, and total cost of ownership. • Collaborate across vendors and internal Vector teams to develop and deliver accurate, comprehensive solutions. • Drive key pre-sales activities, shaping deliverables, managing pricing and concessions, leading demonstrations, and coordinating pilot or test installations as needed. • Deliver sales presentations and participate in client discussions while on the move.

• Responsible for maintaining budgeted profit margins of MNS business. • Lead pricing and cost reduction initiatives to achieve budgeted expectations. • Attend monthly Financial Reviews with Vector senior leadership. • Evaluate, adjust, and assist in the development of operational infrastructure for the Installation, Engineering, Billing, AP, Procurement, NOC Services and Technical Services. • Collaborate with corporate personnel to achieve problem resolution and efficiencies. • Communicate corporate office initiatives to department managers. • Involved in planning and implementation of the VSN remote office expansion program. • Performance management and development of employees which include performance reviews. • Recruiting and hiring the best talent for the organization. • Build and/or maintain team atmosphere for current employees. • Promote and enforce Vector values and culture as well as promoting the company’s policies and procedures.

• Lead the design, integration, and delivery of Agentic AI and Generative AI-driven solutions within a Microsoft 365 ecosystem • Partner with business and technical teams to translate requirements into scalable AI-enabled systems and low-code applications • Design, deliver, and maintain innovative, secure technology solutions that leverage Agentic AI capabilities, Generative AI models, Microsoft Copilot, and non-Microsoft third-party AI solutions • Define and communicate a unified architectural vision for AI, Agentic AI, and automation solutions that aligns with enterprise strategy, governance standards, and long-term technology goals • Lead the development of the enterprise AI/GenAI strategy and technical architecture • Partner with Enterprise and Solution Architects to embed Generative AI capabilities into existing systems and workflows • Continuously monitor industry trends and emerging technologies • Collaborate with IT teams, consultants, and domain experts to ensure AI outputs are effectively integrated into business processes • Oversee deployment of AI applications into production environments with a focus on performance, reliability, and continuous optimization • Drive feasibility assessments, proofs-of-concept, and the successful scaling of AI solutions across the enterprise • Partner with cross-functional teams to understand business challenges and co-create AI-driven and agentic solutions • Lead evaluation, design, and deployment of AI-enabled solutions, including Microsoft Copilot, Power Platform components, and third-party AI tools • Ensure seamless integration with enterprise systems, APIs, and data sources • Provide guidance on cloud architecture and governance best practices

• Team Supervision • Day to day management of workflow to meet required KPIs and SLAs, ensuring staffing is appropriate and shifts are covered due to schedule or unscheduled absences • Monitor team members performance using multiple communication platforms • Managing time and attendance for the team • Manage department actual OT to within budgeted OT • Review process and procedure for efficiency and accuracy • Participate in recruiting, interviewing, hiring, and onboarding experience • Team Development • Conduct ongoing discussions with direct reports • Prepare and review performance goals and progress throughout the year, updating progress in UKG • Provide coaching, development, and corrective actions to team members • Prepare and deliver team member report cards and PIP’s when necessary • Follow up on Quality Assurance feedback and review with individual team members • Collaborate with supervisory team on areas of opportunity for future training • Recommend training • Provide team member annual evaluations • Customer Contact • Handling customer escalations via all channels as needed • Work with other departments on escalations by providing guidance and direction on the best solution • Escalate issues on as need basis to leadership related to cross department or interdepartmental communications for guidance on appropriate resolution • Handle incoming customer contacts through all channels as needed during high volume periods

• Drive sales growth in the branch business. • Develop, coordinate, and execute on sales strategies, objectives, incentives, marketing strategies and promotional programs to gain market share through our internal sales channels. • Participates in budget planning and forecasting. • Create and implement a positive sales culture within the respective sales segment. • Lead the field sales segment in a manner that promotes cohesion and teamwork between sales and operations to encourage a client facing, sales-oriented culture. • Work with other departmental team members to create and deploy effective training and development tools, thus driving improved skills and a heightened level of accountability. • Support the development of strategic initiatives within the sales segment. • Reviews the market position of competing products, services, and organizations and evaluates their marketing and sales techniques. • Confers with management to determine the sales segments’ objectives and develops best practices to achieve these organizational goals. • Lead the sales initiatives and strategy through consistent communications with branch leadership. • Be an influencer to individuals and teams that may not directly report to this position. • Manage and coach direct reports to include sales trainers. • Nurtures key vendor relationships and ensures they are managed properly.

• Ensure team is tracking project timelines: start dates, completions dates, milestones, etc. • Ensure targeted milestones and risk are captured and reviewed by team and stakeholders. • Ensure team coordination with internal parties regarding backorders and payments. • Generate quotes for projects and ensure clarity and consistency. • Weekly check-ins with PM/PC on projects to ensure necessary approvals. • Manage and guide team members on project tasks and updated project tracking. • Track overdue inspections and ensure timely completion. • Attend customer planning meetings to gather necessary information and serve as the point of escalation.

• Troubleshoot Customer Concerns via omnichannel formats • Assist customers with Do It with Me set up • Guide users through diagnostic and troubleshooting processes • Collaborate with team members to research and resolve problems • Create new accounts in Alarm.com by following established guidelines • Maintain knowledge of technology innovations and trends

• In an omnichannel environment, the Customer Experience Associate is expected to handle customer interactions across multiple channels seamlessly. • Receive inbound communications from customers via multiple channels including phone, chat, email and text and provide positive customer experiences while adhering to quality standards and real-time first call resolution. • Enter accurate and complete documentation of all customer interactions into the business application. • Review open work orders, research, and make outbound calls, emails, texts, and chats to customers to identify and resolve potential issues. • Discuss our referral program as well as new products and offerings with our customers. • Increase our service level by achieving individual call metrics which are reviewed on an ongoing basis.