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Datawatch Systems

Managed access control and emergency management

Customer Experience Manager of Quality Assurance

Customer ExperienceUpdated on Nov 10
Full-timeBethesda, MD, USA

About the Job

Requirements

  • A bachelor's degree or equivalent experience in technical support is preferred.
  • A minimum of 3–5 years of experience in field service, technical support, or onboarding/offboarding management is required.
  • Experience in access control, security systems, SaaS, or other technology-driven environments is preferred.
  • The candidate must be able to lead process improvement initiatives, particularly in a technical or customer service environment.
  • The candidate must have experience with a multi-layer ticketing system for processing client requests.
  • The candidate must have strong written and verbal communication skills for effective collaboration across teams.
  • The candidate must be able to work independently and proactively address challenges.
  • The candidate must have leadership and team management experience and be able to collaborate across teams.
  • The candidate must be able to schedule and manage staffing to support installation schedules.
  • The candidate must have strong technical acumen; a deep understanding of access control systems and customer support platforms is a plus.
  • The candidate must have communication and stakeholder management skills.
  • Applicants must be willing to submit to a drug screening and criminal background check.

Responsibilities

  • Lead and mentor the Installation Programming & Support team, ensuring efficient internal support for Install Technicians and Customer Experience Representatives.
  • Provide real-time assistance to technicians nationwide with installation challenges.
  • Develop standards and procedures to enhance service quality and consistency during account onboarding and offboarding.
  • Work closely with Install Technicians and Customer Experience teams to ensure seamless installations and resolve troubleshooting issues.
  • Establish and track key performance indicators, monitor performance data, and provide insights to improve service quality and efficiency.
  • Establish and document quality-control checklists for new installations and offboarding to ensure proper setup and decommissioning of accounts across multiple software applications.
  • Ensure proper utilization of support systems and recommend improvements as needed.

Desired Qualifications

  • Experience in access control, security systems, SaaS, or other technology-driven environments is a plus.
  • A deep understanding of access control systems and customer support platforms is a plus.

About the Company

Datawatch Systems

Managed access control and emergency management

Datawatch Systems provides managed access control security solutions and services. It protects buildings, employees, residents, and visitors by remotely monitoring about 200,000 doors and managing nearly 3,000,000 credentials. Its offerings combine customized access control with emergency management, delivered 24x7x365 to give clients peace of mind. The company differentiates itself through its long experience (since 1981), large-scale monitoring capabilities, and integrated solutions tailored for building owners, property managers, and tenants. The goal is to prevent unauthorized access and incidents by providing reliable, continuous monitoring and control over entry points and safety systems.

Company size
51-200
Company stage
Not listed
Total funding
Not listed
Headquarters
Bethesda, MD
Founded
Not listed

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