Lead Technical Support

The ADI Centre of Excellence is handling technical support for customers in Sweden, 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 Lead Technical Support to deliver the desired customer service experience to our customer based in the Swedish market. The goal is to drive service success that improves customer satisfaction, maximise customer retention, and increases profitability.

This is a hybrid working role with 3 days at our location in Gothenburg and 2 days working from home.

JOB DUTIES:

• Develop detailed project scope of work to summarise in clear terms the system functionality specific to client/end user needs for each project
• Complete remote site survey (as needed) of project location(s) to assess site conditions, recognise potential difficulties, and compile all information to share with project team
• Diagnose errors or technical problems and determine proper solutions
• Develop & Deliver Webinar training courses
• Produce timely and detailed service reports
• Cooperate with technical team and share information across the organisation
• Comprehend customer requirements and make appropriate recommendations/briefings
• Assist Outside Sales to assess project functionality to compose a bill of materials that accurately reflects the project scope of work
• Work in coordination with project team to successfully complete each project
• Provide guidance & assistance to customers for installation methods & procedures 
• Identifies and communicates long lead items
• Monitors and supervises the progress of projects
• Meet with vendors to assist in evaluating product if requested
• Provides metric and data analysis, insight and recommendations 
• Assist in educational and training programs for ADI field sales and customer

YOU MUST HAVE:

• Experience with Fire and Security 
• Experience working with Video and Intrusion related products
• Positive and effective interaction with internal and external customers.
• Local Accreditations to support relevant products
• Attention to detail
• Ability to multitask
• Fluent in Sweden language

We value:

• Networking skills/background
• AutoCAD, Visio or like design software skills
• Excellent computer skills – Proficient in Microsoft Word, Excel and PowerPoint. 
• Strong verbal and written communication skills 
• Financial and analytical skills 

WHAT'S IN IT FOR YOU:

• Hybrid working model
• Genuine progression opportunities
• Competitive employee benefits package
• Exposure to regional stakeholders and process improvement initiatives

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