Technical Support Officer (on and off-site)

Recruiter
Chubb Fire & Security
Location
Huddersfield
Posted
14 Sep 2018
Closes
15 Oct 2018
Contract Type
Permanent
Hours
Full Time
Mentor is a part of UTC Climate Controls & Security, a unit of United Technologies Corp and is a leading provider of service management software solutions to the security and service industries.

Due to continued growth we're looking to add a Technical Support officer for both an on-site and office based role. On average there will be around 2-3 days travel with this role.

To continue to deliver exceptional software and support services to our customers, in order to maintain Mentors market position as the leading provider of service management software solutions within the security industry, whilst increasing our customer base outside of the security market.

To provide on-site installation, implementation customer training for Mentor’s software products, ensuring integration with existing software, network communication equipment. (2-3 day per week)

To provide telephone support ensuring customers receive timely, professional and efficient service, minimizing the risk of liability to our customers and company.

To ensure all support related documentation and processes are maintained promptly and accurately.

To ensure adherence to all company procedures, and to support Mentors progress towards ACE Gold standard in the supply and support of customer service.

Install and Implement Mentor’s application software on customer’s systems, ensuring that it integrates with their existing software, network and communications equipment.

Provide training to customers (usually on their premises) on Mentor’s application software and the operating environment.

Provide telephone support on Mentor’s application

Visit customer’s offices as required to provide housekeeping and support services.

Document systems installed and work carried out on site

To ensure adherence to all Company Policies and Procedures.

Ensure that all technical support calls are completed within response time and to the satisfaction of all concerned.

To ensure that routine paperwork and processes are fully and accurately documented.

To be fully conversant with all company/department procedures including Health and Safety.

To identify potential sales opportunities of Mentor’s products to existing customers.

Excellent interpersonal and communication skills, a team player who demonstrates drive and commitment.

Take ownership of the customer in all aspects relating to service delivery

To actively demonstrate at all times the provision of a professional and efficient service to customers, minimizing the risk of liability to our customers and company

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