Senior Service Delivery Analyst

3 weeks ago

American Fork, United States LVT Corp Full time
ABOUT LVT

LVT is on a mission to make the world safer and more secure through rapidly deployable security hardware that runs on our proprietary SaaS platform. Our enterprise-grade safety and security ecosystem makes it easy to secure essentially any physical environment through intelligent automation and actionable insights. As an industry leader in the IoT space, our systems are deployed in every state and adopted by Fortune 500 enterprise companies who share this vision.

ABOUT THIS ROLE
Reporting to the Director of Service Operations and Strategy, and working closely with the Head of Service Delivery and the leadership team, this role focuses on improving customer support, implementation, and field service efficiency.
As a founding member of our newly formed team, you will play a key role in establishing our foundations and driving our next phase of growth.

*This particular position requires registering with the state of Utah as an Alarm Agent. This process includes a federal background check/fingerprinting and an application. This is separate from the background check you would complete for general employment eligibility at LVT.

RESPONSIBILITIES
  • Develop strong relationships within the Service Delivery leadership team, Services Operations, and Field Service teams.
  • Lead & conduct analysis that will support our planning and investment motion for our post-sales teams.
  • Build and identify metrics and measurements to drive stronger operational efficiency
  • Build a reporting suite that quantifies the impact of post-sales programs and highlights areas for improvement.
  • Partner and inform our Post-Sales tech stack strategy with the leadership, IT Ops, and the S&O team.
  • Help identify and prioritize initiatives and processes that create deeper operational effectiveness across.
  • Help drive and optimize the work order management process across our post-sales teams (Technical Support, field service partners).
QUALIFICATIONS
  • Dedicated Learning: A minimum of a B.S.
  • Role Related Experiences: 3-5+ years of experience in a Service Operations or Field Service Operations role at a growing technology company.
  • A Problem-Solving Machine: Deep analytical skills / business acumen, strong technical abilities (Excel/SQL), working GTM tool knowledge (ServiceNow, Salesforce, etc.), and communication skills to drive Director-level conversations.
  • No Stranger to Technical Support Field Services: Previous hands-on engagement with call routing & real-time operations, second-level escalation pathing, and optimizing work order management for internal and 3rd-party vendors.
  • A Process Lover: Deep experience in building, implementing, optimizing, and simplifying service teams
WHO YOU ARE

A Lifelong Learner: You never stop learning. Your intellectual curiosity drives your growth - no external motivation is required. You see the value of learning about 'all things.' You find that understanding how things work and the hidden relationships that exist between topics allows you to create new and innovative solutions.

A Problem-Solver: You don't shy away from challenges; you welcome them with open arms. You have a keen strategic mindset that allows you to create structure in ambiguity by breaking-down problems to its root-causes, identifying potential solutions, and creating outcomes that take into consideration all potential implications. You are an ultra-structured problem-solver who produces zero-defect analysis that informs your data-driven recommendations.

A Leader: You can navigate and influence across all levels and all departments of an organization with the ability to lead, manage, and guide those who may not directly report to you to drive the right outcomes. You are results-driven, authentic in all that you do, and know how to effectively move an organization without being overbearing. You have the keen ability to see the 50k foot view then zoom-in, with scalpel-like precision, to the ground level and execute.

A Catalyst: You are an agent of change and an accelerant to everything you touch; you simply just make things better. You turn insights into action. You LOVE having fun but also know when to roll-up your sleeves and get to work.

WHY JOIN US
  • Founder-led and employee-driven company
  • The opportunity to build where you stand
  • Value centric decision making
  • Both an economically stable and hyper-growth environment (ask us how this is possible)
  • The market leader in redefining how B2B does security
On top of the obvious benefit of getting paid to work with great people who are laser-focused on a mission that matters, we also offer the following benefits:
  • Comprehensive health, vision, and dental benefits for you and your family. Including supplemental and life insurance, company-paid HSA contributions, and an Employee Assistance Program (EAP).
  • 401(k) With up to 4% match
  • Time Off & Paid Holidays - Ask us how we empower employees to take control of their well-being
  • Stock Options - Every full-time employee has the opportunity to be an owner of the company and benefit from our success.
  • Paid Parental Leave - To help your growing family while you're away from work.
  • Company Events - Christmas Party, Summer Party, and other parties to celebrate whenever we can find an excuse.
  • Charitable Opportunities - LVT sends groups of employees to help the Daybreak Vision Project restore sight to thousands of people a year.
  • Wellness - We regularly host dentists, chiropractors, financial experts, and other professionals to provide services and seminars to help promote physical, mental, emotional, and financial wellness.
  • And More - Scholarship opportunities for employees and their dependents, discounted cell services, and opportunities to score tickets to Utah Jazz games and other Delta Center events.

HR Policy
We're an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. All Candidates must pass a drug screening and background check upon employment. Some roles may also require passing a federal background check and fingerprinting. Must be authorized to work in the U.S.

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