Customer Support Engineer

Job Description

We are looking for an ambitious, hardworking individual to join our Customer Support team. You will be expected to provide our customers with the information required to effectively and efficiently install and maintain our products. Increase sales as customers who have a good experience with our customer facing activities are likely to continue to use our products and recommend them to others. Support other departments with the technical knowledge required in order to use our products in real world situations.

Main Purpose of the Job

Provide technical support and advice to external and internal customers of [Employer hidden — sign up to reveal] including engineers, sales representatives and distributors.

Principal Accountabilities

• Answer calls from customers and assist with technical issues
• Manage customer complaints, returns and repairs collecting all required information
• Assist with testing of new and existing products
• Provide product training to internal and external customers
• 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
• Promote company training that may benefit customers
• Comply with company KPI’s with regard to logging of calls and first time fix of problems
• Proof read product Instructions and communicate errors and omissions
• Take ownership of customer issues reported and see problems through to resolution
• Research, diagnose, troubleshoot and identify solutions to resolve customer issues
• Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
• Provide prompt and accurate feedback to customers
• Ensure proper recording and closure of all issues
• Prepare accurate and timely reports
• Document knowledge in the form of knowledge base tech notes and articles
• Any other tasks or duties that may be requested by your line manager

Knowledge/Experience Required

Essential

• Experience in installation and maintenance of Intruder Alarm Systems
• Good knowledge of current standards for installation and maintenance of Intruder Alarm 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

Desirable

• Experience of Castle and [Employer hidden — sign up to reveal] products
• Experience with use of Microsoft Office software products
• Presentation and/or Teaching experience

Application

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