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Manager, Device Support Team in Coppell, TX at Brink's

Date Posted: 2/12/2019

Job Snapshot

Job Description

Brink’s U.S., a division of Brink’s, Incorporated, is the premier provider of armored car transportation, currency and coin processing, ATM servicing and other value added services to financial institutions, retailers and other commercial and government entities.  The company has a proud history of providing growth and advancement opportunities for its employees.  We have a challenging opportunity for a Manager, Device Support Team.

Job Summary:  
The Manager, Device Support Team will play a critical role in shaping our customer’s experiences. You will manage and guide the global Device Support Team, a growing team of level 1 and level 2 agents, focused on the monitoring and support for Compusafes, (smart safes), recyclers or other devices used by retailers and Financial Institutions.  You will lead the team to consistently meet customer SLA’s.  

You will lead with a hands on approach, working closely with the agents to provide training, coaching and team development.  You will be required to develop documented procedures and training programs, ensuring consistent high quality service.  Additionally you will provide reporting and analysis to measure key performance indicators.
You will work closely with the other Global Support Team groups such as cash management and the reconciliation teams to ensure a best in class overall customer experience.  

The Manager, Device Support Team is required to provide on-call support evenings and weekends, and work a flexible schedule to support team members on all shifts.

Key Responsibilities:
• Manage and guide the Device Support Team of Level 1 and Level 2 agents to provide timely resolution for issues on Brink’s customer’s devices (smart safe, recycler, etc.;) problem assessment, dispatching 3rd party vendors, discussing issues with the customers, and providing escalations to ensure timely and effective resolution.  
• Manage escalations and provide on-call support for the team;
• Lead the team to trouble-shoot, take initiative to solve problems, and follow through on issues
• Work with team to maintain consistency and continually improve service levels, including establish documented procedures and formal training program for all roles within the team
• Identify and deliver enhancements and improved systems for support workflow and workload management
• Provide guidance and mentorship to the individuals reporting to you
• Liaise with other Global Support Team groups assisting with information and issue resolution for a coordinated customer experience
• Liaise with other Brink’s teams including Sales, Support, Operations, and Product, regarding customer feedback, escalations, projects, etc.
• Provide reporting and analysis of KPI’s and team performance, identify trends and potential and potential concerns
• Guide the development of staff members, including setting objectives, developing and mentoring team members, providing training and coaching, recruit and integrate new team members
• Prepare, analyze, and manage customer relationships through performance reporting and metrics
• Participate on Customer Calls as needed
• Perform other duties as assigned or necessary

Job Requirements

Minimum Qualifications:
• Minimum of 5 year(s) experience formally managing staff of at least 10 employees in a shift environment
• Minimum of 5 year(s) experience in a Customer Service environment
• Minimum of 3 year (s) experience working in a technical support role
• Undergraduate degree or equivalent

Preferred Qualifications
• Minimum of 7 year(s) experience in a Customer Service environment as a manager or supervisor
• Minimum of 5 year(s) experience working a technical support center role for retail or FI devices such as ATMs, cash recyclers, smart safes, POS, etc.

Professional Skills
• Strong bias for action
• Passion for continuous improvement
• Strong verbal and written communication skills required
• Detail oriented with strong organizational and time management skills
• Discipline and organization skills to set up and run reliable processes.
• Ability to manage and prioritize multiple competing projects
• Excellent interpersonal and presentation skills
• Advanced change management skills

If you have the background and integrity we require and are looking for a challenging opportunity, we hope you will consider employment with Brink’s U.S.  We provide a competitive salary, medical, dental, vision and life insurance plans. In addition, we offer a 401(k) plan with company match.  If you are interested and meet the requirements for this position, please apply.

Brink’s, Incorporated is an Equal Opportunity / Affirmative Action Employer, and is committed to maintaining a drug-free workplace.  


We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.