Technical Support Team Leader m/f/d

at  Resideo

The ADI Centre of Excellence is handling technical support for our customers, offering pre- and post-sales support for over 300 products made by 15 to 20 different vendors, covering all aspects of Fire & Security. We are looking for a motivated Technical Field service technician to deliver the desired customer service experience. The goal is to drive service success that improves customer satisfaction, maximises customer retention, and increases profitability.

• Manage and support the C&PS team to provide first class Pre and Post Sales Support to ADI Global customers and Sales teams
• Manage day to day activities and generate clear and accurate reporting data from an expansive range tools, such as Salesforce and Talkdesk
• Set clear objectives, evaluate progress and instil a high performance culture with focus on team work, service excellence and ownership for resolving customer issues
• Work closely with Field Sales & Key Accounts to provide customers with following value add technical services for CCTV, IP Video, & Access control:
• Liaison with the internal functions including sales, category management, Marketing & E-Commerce with product support and other service functions
• Cascade business objectives and targets to the team
• Review daily priorities and take appropriate action to ensure results are achieved
• Remain aware of new product developments in the area of network technology providing input and tactical direction to the business on customer service and support challenges
• Oversee the promotion and delivering of our Added Value Services offering, which consist of Site Surveys, Project & system design, Technical Product Demonstrations, On-Site Commissioning & Pre-Build/Configuration services
• Develop & Deliver classroom-based training courses
• Post sales technical support both remote & onsite
• Post sales technical support remotely
• Provide service and customer support during field visits or dispatches
• Support on site installations either in person or remotely
• Diagnose errors or technical problems and determine proper solutions
• Produce timely and detailed service reports