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Overview
To provide technical advice and know-how to the business: understanding the functionalities of all our client’s hardware and software offerings to advise both clients, client facing staff and field engineers.
This will be achieved by:
- Thoroughly understanding the functionalities of our client’s HW & SW offerings (e.g.: DVR’s, cameras, sensors, trackers),
- Providing first line client technical support,
- Demonstrating initiative to problem solve and offer potential solutions to technical support requests within a reasonable timeframe.
- Ensuring the testing of all new client’s products, both on the bench and selected vehicles,
- Working with Field Engineers to develop complete methods statements,
- Working with the Technical Manager on products that don’t meet agreed functionality,
- Liaising with vehicle manufacturers on electronic information, and AI technologies
- Manage progress reviews from a technical standpoint of any project in liaison with the sales team,
- On-site liaison with client to address any technical issues.
Main Areas of responsibility:
- Sales team liaison and support.
- First line technical support and client service
- Field Operations
- Internal product testing and development support
- Personal and professional development
Key Tasks:
Sales Team Liaison and Support
- Liaising with the sales team as the main technical support
- Training new sales employees in the technical aspects of the products client’s supplies, so that they can present these to new and existing clients.
- Answering any queries from the sales team or clients of a complex technical nature.
- Advising on technical and marketing material and proofing to check accuracy.
- Attending both internal and external meetings to provide technical support for the sales team as required.
- Collecting and collating feedback from the sales team and clients to troubleshoot and improve our client’s offerings.
First Line Technical Support and Client Service
- Offering technical support for all clients where necessary.
- To include handling troubleshooting on the telephone and attending site meetings if required.
- Installation and maintenance of client software on site or remotely.
- Carry out any required training to our clients on all aspects of our client’s product range.
Field Operations
- Keeping engineers up to date with changes to the range of products offered
- Conduct on site surveys, leading to risk assessment/method statements for large or bespoke projects.
- Working with sales and field engineers to establish method statements for clients on any new fleet installations.
- Supervising installation of new products into vehicles.
Internal Product Production and Testing
- Test, and supply feedback, on our client’s products- mainly SVT DVRs, to establish functionality.
- Involvement in product production (i.e. soldering) when required
- Follow-up any major issues prior to products being released for installation.
Personal and Professional Development
o Attend external and internal training and to develop relevant knowledge, techniques and skills.
o Maintaining detailed knowledge of the company's products
o Involvement in product development (where appropriate)
o To identify personal development needs both to meet operational and professional standards and to actively participate in the performance review.
o Keeping abreast of what competitors are doing.
Key Job requirements:
Requisite Knowledge are, in particular:
o A strong understanding of TCP/IP to the level of being able to liaise with Company IT managers.
o A strong understanding of electronics and electrical principles
o A good understanding of third-party technologies such as networking and telemetry control
o A good understanding of 5G and mobile networks
o A strong understanding of all aspects of the general CCTV concepts
o A good understanding of AI technology
o An understanding of vehicle electrical systems
Required skills
o Ability to solve a problem and make a definitive recommendation.
o Interest and ability to support management in support tasks, product development and improvement/
o Ability to give technical instructions coherently to a non-technical person.
o Demonstrate a strong teamwork ethic
o Numeric and literacy capability at GCSE level
o Clean driving licence
o Ability to manage their own time.
Hours: 40-hour week 8.30 to 5pm
Holiday: 20 days plus Bank Holidays
