Vector Security

Role Description As a Senior Technical Services Representative, and under general supervision and aided by internal and manufacturer knowledge bases, you will provide timely and accurate support via phone, email, or workflow applications to both internal and external personnel. You will identify and provide solutions/tips to resolve advanced technology issues, document items for record, and provide next steps for support resolution. Train end users in the proper use of their systems as needed. What You'll Do: - Technical Support: - Provide intermediary technical support via phone, email, or workflow application to support onsite personnel completing installation and service requests. - Utilize established company guidelines and procedures, provide intermediary technical support for the installation and maintenance of equipment. - Setup of customer configurations; validate work completed via vendor applications. - Hardware Repair: - Complete hardware repair and programming for pc-based systems. - Utilize customer specifications to program hardware for service and installations. - Maintain general PC repair knowledge to include PC component replacements and software reimages. - Communication & Resolution: - Communicate and initiate next steps to complete requests. - Properly escalate unresolved issues to appropriate internal teams. - Utilize established customer procedures and deductive reasoning skills. - Identify and submit necessary requests for next steps to resolve or forward to the appropriate team for additional troubleshooting. - This includes gathering necessary information for customer approvals, equipment repairs, and product returns. - Create & Maintain Database: - Create, update and maintain department resources and customer databases. - Properly maintain as-builds and all system documentation. - Assist with the gathering and upkeep of department resources such as customer equipment profiles, configuration databases, knowledge articles, and remote connection utilities. - Gather information and document based on support being performed. Qualifications - Associate's Degree or Equivalent Experience. - 3+ years of helpdesk support experience - Preferred. - 1-Year: Low Voltage, Security & Surveillance Industry Experience - Preferred. - NICET Level I - Preferred. - Intermediate networking and hardware experience - Preferred. - CompTIA A+, Network+ - Preferred. - Experience with Microsoft Dynamics is preferred as work is flowed through this system. - Must be proficient with Microsoft programs and have extensive knowledge of both Microsoft and Unix/Linux operating systems. - Must have strong organizational skills to document support and maintain department resources. - Must be able to intelligently communicate (verbal and written) to internal and external Customers and Management. - Must be able to listen, understand, breakdown information being provided, and provide accurate direction on what is needed to resolve technical issues. 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.

• Support complex accounts, working directly with the National Account Manager and Project Team on assigned accounts • Assure that all proposals and contracts are properly processed • Assist with the set-up of new accounts • Maintain customer account profiles • Work with large amounts of data and provide various sales reports as needed • Handle a large volume of business on a daily basis and multi-task • Generate quotes in Microsoft D365 • Participate in New Customer calls – internally and with the customer

• Achieve targeted sales growth for National Accounts at a rate and profit margin that align with the strategic business plan • Collaborate with internal teams to ensure successful pre-sales planning, deal execution, and post-sales support • Lead the proposal response process including RFPs, presentations, and value proposition delivery tailored to client needs • Represent the company at trade shows, industry events, and networking opportunities to build brand awareness and generate leads • Generate leads and work through prospecting activities to create opportunities that maintain an adequate pipeline to achieve quota attainment • Work cross-functionally with internal departments including Sales, Marketing, Operations, and Support Teams to deliver cohesive solutions and ensure customer success • Identify, prospect, and secure new national/enterprise accounts through self-generated activities, networking, and strategic outreach • Build and maintain a robust sales pipeline to meet or exceed sales targets • Maintain and grow recurring revenue streams and ensure long-term client retention • Analyze market trends, customer needs, and competitive landscape

• Assist Sales Executive in understanding customer requirements and translating them into appropriate technical solutions • Participate in client meetings to provide technical insight and answer solution-related questions • Collaborate with internal teams to design and document solutions that meet customer needs and align with company capabilities • Deliver product and solution presentations to prospective clients, both virtually and in person • Work closely with Sales team, Sales Engineers, Product Management, and Operations to ensure solution feasibility and alignment

Role Description In an omnichannel environment, the Customer Experience Associate is expected to handle customer interactions across multiple channels seamlessly. Reps should be adept at managing interactions via phone, email, chat, social media, and SMS. Must have the ability to switch between channels during a single interaction, such as moving from a chat to a phone call if needed with the goal of assisting in answering customer questions, making account updates, and resolving all concerns. If necessary, escalate the call to technical support or schedule a service visit. Accurately document all customer interactions with the business application. - 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. Qualifications - High School Diploma or equivalent. - One year of relevant customer service experience in an omnichannel or multichannel call center environment. - Strong verbal and written communication skills to effectively handle inquiries and resolve issues. - Demonstrate empathy and patience, especially when dealing with irate or frustrated customers. - Excellent spelling/grammar. - Have a working knowledge of Microsoft Office Programs to prepare documents as needed. - CRM Proficiency: Familiarity with Customer Relationship Management (CRM) systems to track and manage customer interactions. - Unified Desktop Use: Ability to use a unified agent desktop that integrates all communication channels and customer data. Requirements - Quick Resolution: Efficiently resolve customer issues by leveraging available tools and resources. - Escalation Management: Know when and how to escalate issues to higher-level support if necessary. - Able to meet all customer deadlines (both internal and external). - Able to obtain and maintain state licenses and technical certification as needed to access customer accounts. - Complete and pass ADC training in first 90 days. - Able to work from home (Vector-provided equipment) without distraction. Benefits - Competitive compensation with incentive eligibility. - Medical, dental, and vision coverage. - HSA/FSA programs. - Company paid life and AD&D insurance. - Company paid short- and long-term disability. - Voluntary benefit products. - 401k retirement savings plan after just 60 days. - 7 Company Holidays, plus 2 Floating holidays of your choice. - 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.

• Own and evolve the Vector Security brand positioning, visual identity, narrative, and message architecture across all lines of business. • Maintain a unified brand strategy that aligns with the company’s transformation agenda and long-term growth goals. • Lead the creative development of brand campaigns, corporate storytelling, and narrative frameworks that reinforce customer trust and market differentiation. • Ensure brand consistency across 50+ branch locations, field teams, digital properties, sponsorship assets, sales enablement materials, and internal channels. • Oversee brand governance, including guidelines, approval processes, and quality control across the organization. • Develop and execute an integrated content strategy spanning video, social, web, digital advertising, events, PR, blogs, email, and thought leadership. • Oversee creation of high-quality, audience-targeted content that drives awareness, engagement, lead generation, and customer retention. • Build a scalable content engine—campaign cadences, editorial calendars, and storytelling frameworks—supporting national and branch-level marketing needs. • Direct the creative process for flagship initiatives such as sports sponsorships, customer success storytelling, product launches, cultural programs, and Executive leadership visibility. • Champion the adoption of AI tools for content creation, ideation, editing, metadata optimization, versioning, analysis, and workflow automation. • Develop ethical and brand-safe AI usage guidelines for the marketing team, ensuring compliance, intellectual property protection, and reputational integrity. • Implement AI-powered tools for multimedia production (video, audio, graphics), content repurposing, personalization, and performance forecasting. • Train and upskill the team on responsible, high-impact AI usage. • Lead the internal creative team to develop compelling campaigns and assets that reflect brand excellence. • Collaborate with Sales, Customer Experience, and Product teams to align messaging with customer needs and market opportunities.

• Make outbound calls and handle customer contacts through all channels to meet the goal of converting leads to generate new units, RMR and sales • Handle inbound residential leads for all areas and close sales for both new and existing customers, including addons and upgrades • Achieve monthly quotas for new units, RMR and bookings • Work with existing customers who are moving to a new location • Capture both the COE sale and the customer’s new property • Proactively communicate with existing customers to increase sales of our products and services • Contact with customers within 6 months of contract renewal and review services and opportunities for addons and upgrades with the goal of renewing contract with customer • Generate new units, RMR and bookings from referrals obtained through existing sales contacts • Support specific lead generation projects through various outbound & inbound campaigns

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.