Product Service Support Lead in Coppell, TX at Brink's

Date Posted: 7/27/2019

Job Snapshot

  • Employee Type:
  • Location:
    Coppell, TX
  • Experience:
    Not Specified
  • Date Posted:

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 Product Service Support Lead.

Job Summary:  
The Product Service Support Lead is responsible for ensuring Product Service Support resources are performing at optimum levels, effectively balancing the competing needs of operational efficiency, customer satisfaction and employee satisfaction.  

Key Responsibilities:
• Supervise day to day tactical processes, minimize customer escalations and come to resolutions.
• Lead and manage designated area of Product Managed Services & Support to meet department objectives, including people, workloads and work processes.
• Initiate process improvement opportunities proactively, improving efficiencies and strengthening customer loyalty.
• Ensure a healthy employee culture through effective utilization of Brink’s human resource practices, policies and systems to guide and develop employees; encourage an environment of accountability and successful teamwork
• Execute leadership / management strategies that are effective, support Product Service objectives and create a strong, customer-focused organization
• Handle the first line escalation for both customer and operational issues as they pertain to customer onboarding and services.  
• Keep leadership and key internal and external customers aware of issues and opportunities to improve efficiencies and customer experiences.  
• Ensure employees are increasing fulfillment time for Branch Operations.
• Partner with any of the Brink’s cross-functional departments where required to implement any process improvements that may impact their areas.
• Participate in software user acceptance testing as it applies to tools used by the Product Service Support team.
• Partner with Brink’s Training department to formalize new hire training for Product Service Support.
• Oversee large projects to ensure quality of services and positive customer experience
• Support Business Continuity events as required
• Travel as required
• Perform other duties as assigned

Job Requirements

Minimum Qualifications:
• Minimum of 5 years’ experience working directly with customers or sales  
• Minimum of 2 years working with Microsoft Office products
• Minimum of 2 years working with Brink’s Operational systems administered by Product Service Support

Preferred Qualifications:
• Knowledge of secured transportation industry (CIT, Cash Vault, Coin)
• Knowledge of Brink’s Customer onboarding process for the Line of Business systems
• Strong experience in championing change, motivating persuasively and getting results through working with others.  
• Basic knowledge of project management principles
• Basic knowledge of process management principles
• Practical understanding of training principles
• Basic understanding of Customer Experience strategies and tactics.   
• Undergraduate degree or equivalent business experience
Professional Skills:
• Strong consultative, analytical and problem solving skills
• Excellent interpersonal/communication and presentation skills
• Detail oriented with strong organizational and time management skills
• Inspirational and motivational 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.