Product Support- Lead

Brinks Texas License #C00550

About Brinks:

Job Description

Brinks U.S. a division of Brinks Incorporated is the premier provider of armored transportation currency and coin processing ATM servicing and value-added services to financial institutions retailers and government entities. We have a challenging opportunity for a Product Service Support Lead 24SEVEN Operations.

Job Summary:

This roleis responsible forproviding operational leadership escalation management and cross-functional coordination to support the24SEVENcustomer experience. The position ensures continuity of service effective major-incident communication and strong representation of the 24SEVEN end-user voice across L2 and L3 technical teams. Depending on final role design this position may manage the L1 team directly or function as a senior individual contributor with technical and program leadership accountability.

Location: Coppell TX

Pay: $80k-$106k

Key Responsibilities:

• Serve as the primary escalation point for complex customer operational and service issuesimpacting24SEVEN customers. This responsibility includes taking ownership of escalated situations ensuring that the most critical challenges are addressed efficiently andmaintaininga high levelof customer satisfaction throughout the resolution process.
• Participate in and support therotating 24SEVEN on-call model. Ensure that communicationsregardingmajor incidents and events areaccuratetimely and distributed to allappropriate stakeholdersto minimize confusion andmaintaintransparency during critical situations.
• Directly engage withL2 and L3 teamsto effectivelyrepresentthe voice of 24SEVEN end users. This includesvalidatingthe impact of incidents driving alignment on resolutions and ensuring that consistent updates are provided to all involved parties.
• Maintain strong cross-functional partnerships with Product IT Operations Sales and Training teams. Collaborate to resolve issues efficiently andidentifyopportunities to improve overall service delivery for 24SEVEN customers.
• Identifyand driveprocess improvement opportunitiesaimed at increasing operational efficiency reducing the recurrence of issues and enhancing customer satisfaction. Actively contribute to the continuousimprovementculture within the team.
• Support business continuity events and service-impacting incidents asrequired. Play an active role in ensuring that critical operations continue smoothly during unplanned disruptions and contribute to recovery efforts as needed.
• Propose andvalidatechanges with leadership and cross-functional teams. Deliver improvements according to committed timelines ensuring that all stakeholders are aligned and that initiatives are executed effectively.
• Monitor projects and regularly report key performance indicators to leadership and stakeholders. Maintain visibility on project status escalate risks asappropriate and ensure accountability for outcomes.
• Utilize internal software Microsoft Office Suite and Power BI to track and communicate progress on projects processes and tasks. Leverage these tools to ensureaccuratedata reporting andfacilitateinformed decision-making across teams.

Minimum Qualifications:

• Minimum of 5 years experience supporting customers operations or service organizations in a complex environment
• Minimum of 2 years experience working with enterprise systems and operational tools supporting customer services
• Minimum of 2 years experience collaborating with cross-functional technical or operational teams (L2/L3 IT Product or equivalent)
• Bachelors Degree

Preferred Qualifications:

• Prior experience in a lead supervisory or program ownership role
• Knowledge of Brinks operational systems customer onboarding or managed services environments
• Basic knowledge of project or process management principles
• Experience supporting incident management business continuity or service communications

Professional Skills

• Demonstrates strong consultative abilities applying analytical thinking and effective problem-solving strategies to address a wide range of challenges.
• Exhibits excellent verbal and written communication skills especially when handling high-impact or time-sensitive situations where clarity and precision are critical.
• Effectively influences outcomes across teams even without direct authorityleveragingcollaboration to drive results.
• Maintains strong organizational and prioritization skills ensuring tasks and projects are managedefficientlyand deadlines are consistently met.
• Applies robust analytical skills and creative problem-solving toidentifysolutions andoptimizeprocesses.
• Displays solid conflict resolution abilitiesfacilitatingconstructive dialogue and resolving issues tomaintainpositive working relationships.
• Provides thought leadership by contributing innovative ideas and perspectives that advance team and organizationalobjectives.
• Delivers impactful presentations and communicates complex information clearly to diverse audiences.
• Cultivates strong customer relationships fostering trust and satisfaction through attentive service and proactive support.
• Demonstrateshigh levelsof organization and attention to detail ensuring accuracy and thoroughness in all tasks.
• Adapts readily to dynamic workflows and changing prioritiesmaintainingproductivity in fast-paced environments.
• Possesses excellent interpersonal skillsfacilitatingeffective collaboration and teamwork across functions.
• Exhibits a professional and positive demeanorrepresentingthe organization with integrity and enthusiasm.
• Displays strong business acumen understanding organizationalgoalsand aligning efforts with strategic priorities.
• Showsproficiencyin Microsoft Outlook Excel and visual analytical toolsutilizingthese platforms to track analyze and communicate information efficiently.

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

Brinks Incorporated is an Equal Opportunity / Affirmative Action Employer and is committed to maintaining a drug-free workplace.

Whats Next

Thank you for considering applying for a job at Brinks. To be considered for this position you must complete the entire application process which includes answering all prescreening questions and providing your eSignature.

Upon completion of the application process you will receive an email confirming that we have received your application. We will review all candidates and notify you of your status should we deem you fit for a job. Thank you again for your interest in a career at Brinks. For more information about future career opportunities join our talent network like our Facebook page or Follow us on X.

Brinks is an equal opportunity/affirmative action employer and all qualified applicants will receive consideration for employment without regard to race color religion sex national origin disability status marital status protected veteran status sexual orientation gender identity genetic information or history or any other characteristic protected by law. Brinks is also committed to providing 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.