Technical Support Engineer

We are looking for either 1 full time or 2 part time employees, who will currently be based working at home with office working also.

MAIN PURPOSE OF THE JOB

Provide technical support and advice to external and internal customers of Pyronix including engineers, sales representatives, QA, R&D and distributors via telephone, email and face to face.

Key Responsibilities

• Provide our customers with the information required to effectively and efficiently install and maintain our products.
• Answer calls from customers and assist with technical issues.
• Manage customer complaints, returns and repairs collecting all required information.
• 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.
• Take ownership of customer issues reported and see problems through to resolution.
• Provide our customers with the information required to effectively and efficiently install and maintain our products.
• Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
• Provide prompt and accurate feedback to customers via agreed methods
• Ensure proper recording and closure of all issues to the agreed timeframes.
• Any other tasks or duties that may be requested by your line manager

OTHER RESPONSIBILITIES

• 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
• Participate in Research, diagnose, troubleshoot and identify solutions to resolve customer issues where possible
• Promote company training that may benefit customers
• Document knowledge in the form of knowledge base technical notes and articles.

KNOWLEDGE/EXPERIENCE/SKILLS NEEDED

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 Pyronix products

Experience with use of Microsoft Office software products

Experience with use of a CRM System

EXCELLENT STAFF BENEFITS

If interested in this role please send a CV and cover letter to debrat@pyronix.com