Loughborough 20 The Office Village, North Road,Loughborough Loughborough LE11 1QJ
Technical Support Engineer 2024-05-15 We are looking for a Technical Support representative in the electronic fire protection industry to join our clients team. As the first point of contact for technical inquiries, you will play a crucial role in providing prompt and effective support to our customers and end-users. Cento Intelligent Resource Solution 2024-06-15

Technical Support Engineer

North East / permanent / Up to £32,000

Kelly Phillips
kp@centogroup.com

32000 DAY

Up to £32,000

GBP
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Technical Support Engineer

Newcastle

Up to £32,000

 

We are looking for a Technical Support representative in the electronic fire protection industry to join our clients team. As the first point of contact for technical inquiries, you will play a crucial role in providing prompt and effective support to our customers and end-users.

 

Key Responsibilities:

  • Customer Support: Serve as the initial point of contact for technical inquiries, troubleshooting, and support requests via phone, email, and other communication channels. Provide timely and accurate assistance to resolve technical issues and address customer concerns.
  • Problem Resolution: Diagnose and troubleshoot technical problems related to electronic fire protection systems, including but not limited to alarms, detectors, control panels, and communication devices. Utilise technical knowledge and resources to identify root causes and implement effective solutions.
  • Documentation: Maintain detailed records of customer interactions, technical issues, and solutions provided. Update internal knowledge bases and documentation to ensure accurate and up-to-date information for future reference.
  • Product Knowledge: Develop a deep understanding of our electronic fire protection products, including their features, functionality, and installation requirements. Stay updated on product developments and updates to provide informed support to customers.
  • Collaboration: Collaborate with internal teams, including Sales, Engineering, and Product Development, to escalate complex technical issues and coordinate resolution efforts. Provide feedback to relevant stakeholders to drive product improvements and enhancements.
  • Training: Assist in the development and delivery of training materials and resources for customers and end-users. Provide guidance and support to ensure users understand and effectively utilise our electronic fire protection systems.

 

Required skills and qualifications:

  • Technical Aptitude: Strong understanding of electronic fire protection systems and related technologies. Experience with fire alarms, smoke detectors, control panels, and associated equipment is highly desirable.
  • Customer Service: Excellent communication and interpersonal skills with a customer-centric approach. Ability to empathise with customers, actively listen to their concerns, and provide solutions in a professional and courteous manner.
  • Problem-Solving: Analytical mindset with the ability to diagnose and troubleshoot technical issues systematically. Strong problem-solving skills to identify root causes and implement effective solutions in a timely manner.
  • Documentation Skills: Proficiency in documenting technical issues, solutions, and customer interactions accurately and comprehensively. Attention to detail and organisational skills are essential for maintaining thorough records.
  • Teamwork: Collaborative mindset with the ability to work effectively in a team environment. Willingness to share knowledge, seek assistance when needed, and contribute to collective goals and objectives.
  • Adaptability: Ability to work in a fast-paced environment and adapt to changing priorities and customer needs. Flexibility to handle multiple tasks simultaneously while maintaining a high level of professionalism and quality of service.

 

Preferred Qualifications:

  • Previous experience in a technical support role, preferably in the electronic fire protection industry.
  • Certification or training in fire protection systems, electronics, or related fields.
  • Familiarity with relevant industry standards and regulations (e.g., NFPA, UL, EN).