Department: Technical
Location: Petersfield, Hampshire
Reports To: Product Engineering Manager
This role would suit an ex- service engineer who wants to be office based, or a technically minded person who is keen & quick to learn.
Training, both in house & by external providers would be undertaken
Key Responsibilities
- Provide our customers with the technical information required to effectively and efficiently install and maintain our products.
- Designing fire alarm & emergency lighting systems
- Answer calls from customers and assist with technical issues.
- Manage customer complaints, returns and repairs collecting all required information.
- Take ownership of customer issues reported and see problems through to resolution.
- Assist in testing returned products
- Assisting in product development & testing.
- Ensure proper recording and closure of all issues.
- Any other tasks or duties that may be requested by the line manager
OTHER RESPONSIBILITIES
- Assist with building of demonstration kits for customers and display boards for use at Trade Shows, Exhibitions or Distribution Outlets
- Complete site visits when required to determine issues with problem sites
- Participate in Research, diagnose, troubleshoot and identify solutions to resolve customer issues where possible
- Document knowledge in the form of knowledge base technical notes and articles.
- Carrying out updates of product data for our I.T system such as PIM (product information management) data sheets, instructions etc
- Carry out customer training
PREFERED KNOWLEDGE/EXPERIENCE/SKILLS NEEDED
- Experience in installation and design of Fire Alarm Systems
- Good knowledge of current standards for installation and maintenance of fire alarm & emergency lighting systems
- Excellent verbal and written communication skills when dealing with both internal and external customers
- Good computer skills including data entry
- Valid UK driving license
- Experience with use of Microsoft Office software products
The successful candidate will be offered a competitive salary, access to the company’s profit share scheme and a company pension.