Technical Support Team Leader

vor 1 Tag

Duesseldorf, Deutschland Resideo Vollzeit

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.

**JOB DUTIES**:

- 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

**YOU MUST HAVE**:

- University degree or equivalent.
- Some experience in the electronics industry.
- Czech/ Slovak and English fluency

**WE VALUE**:

- Bachelor's degree in management, computer science, or a technology-related discipline.
- Experience in the fire service industry is mandatory
- Excellent interpersonal, verbal, and written communication skills
- Professional attitude to work
- Good administrative skills
- Ability to work on own initiative
- Ability to work under pressure and in difficult situations under supervision
- Awareness of your limitations.
- You must be willing to undertake further training to keep up with the changing market
- Willingness to develop yourself within ADI and in the industry

**WHAT IS IN FOR YOU**:

- Attractive employment conditions
- Opportunity to work independently
- A varied area of responsibility
- Good development opportunities

LI-KM1

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