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THE ROLE:
As the Technical Support Representative you will be able to communicate both verbally and in written format in a clear, concise manner, addressing customer queries on product related issues in the field from comprehensive scenario testing and technical verification of new product.
You will be confident in delivering product training on our portfolio of equipment to internal and external stakeholders.
Responsibilities:
Support internal and external stakeholders on all reported technical issues relating to the Fire / Life safety portfolio
First line response to stakeholders via, Telephone, Email or Business Applications, i.e., Teams
Provide accurate logs of all technical interactions to enable comprehensive KPI reporting
Report creation/generation, capture all relevant information on issues reported in the field ensuring that the information gathered is reported into the quality system for review and resolution
Investigate and source key information from different systems/departments to ensure stakeholders expectations are met and resolved in a timely manner
Liaise with Sales department on product application and system design development
Deliver comprehensive training to internal and external stakeholders, in conjunction with the Training Team
Be able to build recreations of product faults noted from stakeholders and Cause & Effect scenarios
Be capable of building test "rigs' and following technical test scripts to assist in the verification of existing and new product
THE CANDIDATE:
Essential Criteria:
Previous transferrable experience in a Life Safety industry - for example in Customer Support or Engineering function
Extensive knowledge of life safety systems within the regional areas supported, ideally with a proven track record demonstration within servicing and commissioning
Very good understanding of BS5839-pt1, BS5839-8, BS5839-9 and EN-54 Skills
Analytical thinking
Interpersonal and influencing skills, ability to coordinate within & outside of own team
Good verbal and written communication, the ability to lead the conversation and get facts & information across in a professional manner
THE CONSULTANCY:
Edwards & Pearce acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. Edwards & Pearce is an Equal Opportunities Employer.
As the Technical Support Representative you will be able to communicate both verbally and in written format in a clear, concise manner, addressing customer queries on product related issues in the field from comprehensive scenario testing and technical verification of new product.
You will be confident in delivering product training on our portfolio of equipment to internal and external stakeholders.
Responsibilities:
Support internal and external stakeholders on all reported technical issues relating to the Fire / Life safety portfolio
First line response to stakeholders via, Telephone, Email or Business Applications, i.e., Teams
Provide accurate logs of all technical interactions to enable comprehensive KPI reporting
Report creation/generation, capture all relevant information on issues reported in the field ensuring that the information gathered is reported into the quality system for review and resolution
Investigate and source key information from different systems/departments to ensure stakeholders expectations are met and resolved in a timely manner
Liaise with Sales department on product application and system design development
Deliver comprehensive training to internal and external stakeholders, in conjunction with the Training Team
Be able to build recreations of product faults noted from stakeholders and Cause & Effect scenarios
Be capable of building test "rigs' and following technical test scripts to assist in the verification of existing and new product
THE CANDIDATE:
Essential Criteria:
Previous transferrable experience in a Life Safety industry - for example in Customer Support or Engineering function
Extensive knowledge of life safety systems within the regional areas supported, ideally with a proven track record demonstration within servicing and commissioning
Very good understanding of BS5839-pt1, BS5839-8, BS5839-9 and EN-54 Skills
Analytical thinking
Interpersonal and influencing skills, ability to coordinate within & outside of own team
Good verbal and written communication, the ability to lead the conversation and get facts & information across in a professional manner
THE CONSULTANCY:
Edwards & Pearce acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. Edwards & Pearce is an Equal Opportunities Employer.
