About the Company

[Employer hidden — sign up to reveal] is a world-leading manufacturer of electronic security equipment for use in residential, commercial and industrial applications in the intruder alarm market. We design a wide range of multi-award-winning wired and wireless intruder alarm solutions, utilising market-leading technologies developed exclusively by our in-house R&D team.

The Role

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

Responsibilities

• Answer calls from customers and assist with technical issues.
• Manage customer complaints, returns and repairs collecting all required information.
• Support achievement of company and team KPI’s with regard to answer rate, speed of answer and customer service.
• Accurate and timely logging of calls aiming for first time fix of problems.
• Take ownership of customer issues reported and see problems through to resolution with help from team supervisors and manager and/or other business departments.
• 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.
• Promote company training that may benefit customers.
• Assist with testing of new and existing products.
• Proof read product instructions and manuals and communicate errors and omissions.
• Assist with building of demonstration kits for customers and display boards for use at Trade Shows, Exhibitions or Distribution Outlets when required.
• Complete site visits when required to determine issues with problem sites.
• Any other tasks or duties that may be requested by your line manager.
• Provide our customers with the information required to effectively and efficiently install and maintain our products.
• Help maintain a culture of customer focus within the team.
• Increase sales through positive customer experience which drives customer loyalty to our products and business.
• Support the External Sales Team in their sales activities through our ‘best in industry’ after sales support being sold as an added benefit to using [Employer hidden — sign up to reveal] products.
• Support other departments with the technical knowledge required in order to use our products in real world situations.

Essential Skills

• 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 Skills

• Experience of [Employer hidden — sign up to reveal] products.
• Experience with use of Microsoft Office software products.

How to Apply

If you have experience and qualifications in the areas above, we want to hear from you. Please apply via the online form on this page by uploading your covering letter and CV, or contact Kerstie Hodgkinson (Human Resources Business Partner) at [Employer hidden — sign up to reveal] or call +44 (0)1709 805979 for an informal discussion. Full job spec available: Technical Support Engineer – Oct 2025.