Duties and Responsibilities
Oversee client support service of electronic security systems such as CCTV, Access Control, Barriers, Bollards, Electric Fence, Public Address and Voice Alarms, Building, IPBAX, Speedstiles, Tripods, Intercom, Electric Gates, and Fire Alarm systems among other systems.
Create trust relationships with clients
Lead, develop, and motivated a team of service technicians
Continuously update, maintain, and manage accurate data on after-sales services for our clientele
Ensure all upgrade requirements are reported to clients and to the supervisor in writing through job cards and also informed verbally.
To board new clients to the support experience after project handover
To analyze support reports or jobs for status of calls, and part replacements, raise quotations for part replacements, and follow up for client approvals
Prepare daily, weekly, and monthly reports for all support calls and maintenance
Own and manage all After Sales Service KPIs (cost, first-time fix, call turnaround time, productivity output, and efficiency ratio per employee) to achieve maximum efficiency
Responsible for attending to client support meetings
Coach and support the team to comply with best practices and company standards
To handle complaints from clients professionally and escalate when necessary
To ensure clients are properly trained on systems installed
To work with the technical department as appropriate to ensure proper stocking of high-use parts
To carry out any other tasks as may be directed by the Management.
Qualifications:
A Diploma or Degree from any recognized institution in a relevant field.
A minimum of 3 years’ experience as an After Sales Support executive.
Working knowledge of multiple security functions and security-driven technology solutions is an added advantage.
Excellent analytical skills and detail-oriented.
Effective planning and efficient execution.
Working knowledge of general maintenance processes and methods.
Enthusiastic and committed with a track record of building strong, trusted base relationships with colleagues and stakeholders at all levels.
Excellent communication skills both written and spoken.
Self-driven and able to work under minimal or no supervision.
Proficient in managing and leading teams.
Good knowledge of technology-driven security solutions and willingness to continually acquire new skills.
Computer expertise especially in MS Word, MS Excel, and PowerPoint.
A good team player.
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