Do you want to make an impact in the world? Join our client and help them to solve the world's most urgent power management challenges while improving quality of life and protecting the environment.
THE ROLE:
Our client is seeking a Technical Support Representative who will provide essential technical knowledge on Fire / Life safety product portfolio, globally.
As the Technical Support Representative, you will be able to communicate orally 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 portfolio of equipment to internal and external stakeholders.
Key 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 Teams / Zoom.
Provide precise logs of all technical communication to allow comprehensive KPI reporting.
Report creation / generation - acquire all relevant information on issues reported in the field ensuring that the information gathered is reported into the quality system for review and resolution.
Explore and locate key information from different systems / departments to ensure stakeholders expectations are met and dealt with in a timely manner.
Liaise with the Sales department on product application and system design development.
Deliver thorough training to internal and external stakeholders, in conjunction with the Training Team.
Effectively build recreations of product faults noted from stakeholders and Cause & Effect scenarios.
Have the capability to build test "rigs' and follow technical test scripts to aid in the verification of existing and new product.
Qualifications:
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 mindset.
Interpersonal and influencing skills.
Coordination and relationship building.
Good verbal and written communication - the ability to lead the conversation and get facts and information across in a professional manner.
The Company:
A leading manufacturer and a global supplier of high-quality fire systems and devices.
Benefits:
The encouragement of internal promotion, whenever possible.
Learning and development opportunities through company university.
Wellbeing program - your wellbeing matters - health and safety comes first offering the right tools to staff to help empower.
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.