Technical Support Specialist
We are currently recruiting for a seasoned technical support engineer for our Security and Fire business, based at our office in Leicester.
This is a fantastic opportunity for a personable, highly technical Technical Support Specialist to join a collaborative technical support team of 5, based on-site at our vibrant Honeywell Security and Fire Office in Leicester. Reporting into the Technical Leader, you will be responsible for providing second line support to our enviable customer base on issues relating to our Gent and SMS fire system range. This will involve a combination of phone/email support, and on-site interaction with the customer to further analyse the problem. You will also have access to our first-class testing laboratory, to recreate system issues allowing you to diagnose the fault quickly and efficiently, providing a fantastic service to customers in the process.
-To provide second point of contact for all customer technical enquiries and to assist Level 3
-Technical Support engineers by managing call closures
-Attend site to investigate/resolve site product issues
-Attend site to support internal and external customers
-Deliver specific product training
-To utilize knowledge databases and Support Literature, with the aim of resolving low to medium level technical support calls
-Accurate call logging is essential as well as the ability to carry out performance & statistical analysis.
-Manage and populate a number of TS databases. Call logging, forums and LMS
-Develop, maintain and improve relationships with customers by providing fast, efficient call handling, escalation and resolution
-Participate and contribute to meetings and other company events across the organisation dealing with technical information outside the normal daily duties
-Interface with other departments and resolve routine queries, escalating problems if necessary
-To show willingness to train and learn new product information as a business growth requirement
-Facilitate issue identification and analysisInvestigate and resolve technical issuesProvide technical trainingTest products & softwareBuild relationships with customers.
YOU MUST HAVE
- Current knowledge of Gent and/or SMS fire products
- Experience in a similar technical support role, or in commissioning / field service engineering positions for the fire industry.
- BS5839 training/qualifications
- Electronics experience
This job was originally posted as www.jobsite.co.uk/job/959460518