Technical Support Technician

at  Hochiki Group

WORKING FOR HOCHIKI EUROPE

At Hochiki Europe we believe that our customers deserve the best, both in terms of our manufactured product, but also the quality service we offer. Our people are key to our ongoing success and we recognise and value the contribution that our employees make. In return we offer full and rewarding careers, competitive benefits and great opportunities in a supportive and dynamic environment. The heart of our culture is based on our 6 Core Values: Accountable, Ethical, Inclusive, Innovative, Positive and Professional.

PERSON SPECIFICATION

We are looking for individuals who are highly motivated and have a passion to contribute to the success of Hochiki. Our core values define and shape our working relationships and how we aspire to behave on a daily basis. For this role, we are looking for you to possess the following:

QUALIFICATIONS

• Desirable: Mechanical or Electrical Engineering
• Desirable: Full UK Driving licence.

EXPERIENCE

• Desirable: Previous experience of working in the Fire Alarm industry.

KNOWLEDGE

• Desirable: Knowledge of the Fire Alarm industry, products.

TECHNICAL SKILLS

• Desirable Proficiency in Microsoft Office Packages.

ROLE PURPOSE

Supporting our technical support Engineers to support our customers and System Partners, ensuring the successful installation, commissioning and training of Hochiki products. Taking a customer focused approach to supporting our products, showing a passion for developing Hochiki Europe technology within the market. This role will be entry level working towards becoming a Technical Support Engineer after full training.

WHAT YOU’LL BE DOING:

• Providing technical support to customers and System Partners via email, telephone and occasional site visits, ensuring a prompt and accurate resolution to any issues, followed up with a written report.
• Providing field support to our customers including commissioning, fault finding and onsite training.
• Assisting, from a technical perspective, with training, wireless surveys and seminars
• Validation of new Hochiki Products, including test schedule creation and test result reporting.
• Ensuring accurate recording of all technical issues and service calls within our SAP system to enhance our monitoring of customer satisfaction levels
• Ensuring that the accuracy of all sales and technical documentation is maintained, whilst liaising with relevant departments for updates.
• Supporting the sales team on any technical matters during customer meetings, seminars, exhibitions etc.
• Maintaining an optimal level of customer service and frontline support whilst identifying specific customer needs.
• Expanding and maintaining knowledge of competitor products, updating the business of any new developments or technologies being used.
• Performing any other duties independently or as a team when required, in order to support the business and ensure our continued growth.
• Ensuring that all customer issues are handled in line with the company complaints procedure.