Technical Support Engineer

Nortech Control Systems Limited
Cardiff (Caerdydd)
28 Sep 2017
03 Nov 2017
Contract Type
Full Time
Nortech is an independent British company that specialise in the design, manufacture and distribution of people and vehicle access control solutions. We work closely with our installation and distribution partners to provide complete solutions that meet their customers' needs. The company's success has been largely achieved through a close working relationship with its customers and partners in the security industry and has been established for more than 25 years. Technical Support - Providing technical support to customers via email, telephone and face to face - Prioritising calls and escalating issues to appropriate departments - Documenting all technical queries on CRM as they come into the business - Following up all outstanding queries where necessary - Attending installations to solve technical problems and provide a commissioning service where necessary - Demonstrates equipment in house and at customers premises including technical presentations as required - Support and attend exhibition events Return & Repair - Carrying out product Return & Repairs as per the guidelines - Repairing Nortech products, both in the field and for production - Documenting all Return & Repair on CRM as they come into the business Software Support - Responsible for software application support by phone, email or in person on software, systems and databases - Test and diagnose software related problems for all company products - Liaise with the Sales team, Development team, and Technical Support team where necessary to co-ordinate the correct technical and commercial response to the client if required General - Maintains detailed knowledge of the company's products and services - Ensure products supplied have accurate documentation associated with them, where necessary documentation should be created - Evaluate/test products and produce reports to justify acceptance or rejection, This includes internally developed or bought in products from other partners - Adhere to all policies and procedures relating to health and safety and quality management Skills and Experience Required: Essential: - Proven ability to develop effective customer relationships at all levels - Excellent listening, questioning and presentation skills, an ability to interact confidently with clients to establish the problem and explain solution - Problem Solving, Logical thinking and attention to detail - Knowledge of databases (Microsoft SQL server, Microsoft Access, MySQL) - Excellent knowledge of electronic hardware and components - Excellent IT skills and understanding of networking - Effective time management skills, be self-motivated, be able to work as part of a team or independently, be able to quickly adapt to dynamic and complex environments, have a "can do" attitude, react quickly to business needs - A collaborative and proactive team player using excellent relationship building qualities to win the hearts and minds of colleagues, customers, potential partners and suppliers - Accepts occasional travel throughout the UK with overnight stays where required - Accepts occasional travel overseas where required - Has a full driving licence Desirable: - Successful track record in technical support - HNC or higher in electronic or computer science - Knowledge of scripting or programming languages (Python, JavaScript, C#) - Good background understanding and knowledge of industry
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