Job Title: Technical Support Specialist
Role Overview:
The role involves addressing customer inquiries regarding product availability, order status, and maintenance. Additionally, it requires maintaining records of customer interactions, including the details of inquiries, complaints, or feedback, along with the actions taken. The role may also involve orienting, training, and assigning tasks to technical or business support staff.
Key Responsibilities:
- Provide technical services to end customers, dealers, and system integrators, focusing on pre-sales, post-sales, and training for various fire detection and video systems.
- Offer expertise in fire and security-related projects, including solution proposals tailored to specific needs, site surveys, and recommending specifications to consultants, project managers, and end users.
- Oversee design, architecture, technical compliance, and pre-bid customer discussions, as well as product selection and drawing support for customer proposals.
- Develop technical proposals for the sales team and customers.
- Provide installation, commissioning, troubleshooting, and technical training support to dealers, system integrators, and end customers. This includes traveling to customer sites, offering telephonic support, and coordinating team resources and materials to ensure high customer satisfaction.
- Assist sales teams and dealers in product seminars and hands-on workshops.
- Generate new product ideas and applications based on market feedback and secondary sources, and share these with product managers for new product introductions (NPI).
- Conduct product demonstrations for customers.
- Participate in technical reviews related to quality assurance, quality control, and engineering projects.
- Prepare training schedules for both internal and external stakeholders.
- Ensure accurate and timely reporting to immediate supervisors, detailing pre-sales activities, post-sales support, training initiatives, and other relevant metrics on a daily, weekly, monthly, and quarterly basis.
- Sustain a high degree of client satisfaction by working together and communicating effectively.
Minimum Requirements:
- Six to Eight years of experience working in the security and safety sector as a product technical support executive.
- Demonstrated ability to define and introduce successful products.
- Strong written and verbal communication skills.
- Diploma or Bachelor’s degree in Engineering.
- Excellent teamwork and collaboration skills.
- The capacity to lead cross-functional groups without having direct authority.
- A readiness to travel eighty percent of the time.
- Self-motivated with strong process and system management skills, coupled with a customer-focused approach.
- Proficiency in IT, including operating systems like Microsoft and Linux, and databases such as MSSQL.
- Training in Microsoft Certification, CISCO Networking, and AWS Cloud Computing is desirable but not mandatory.
