Job Purpose:

To provide Technical Support to customers and distributors, delivering the highest of quality responses within agreed time frames. To create test schedules, plans and reports for new and existing security products manufactured by Hanwha Vision.

Job Context:

Reporting to Head of Technical

Direct Reports:

None

Key Responsibilities:

• Provide timely and accurate advice and support via phone, email, remote connection and face to face to all customers / distributors / users
• Effectiveness in understanding problems and making timely, practical decision.
• Follow up on open tickets and ensure customers are kept up to date at all times with the progress
• Maintain and develop the companies adopted CRM system ensuring all data relating to customers and support tickets is accurate and always up to date
• To provide a high level of technical support to customers and associated service facilities.
• To accurately log all customer issues reported or observed on site and create site visit report.
• To utilise test equipment to replicate customer configurations for testing/ troubleshooting purposes
• To provide on-site support to customers and end users as required
• To attend customer sites and assist with live site technical support and troubleshooting as required
• To provide detailed written reports on outstanding customer issues on a weekly basis
• Performing miscellaneous job-related duties as assigned by the Head of Technical

Skill Requirements:

• Background within the Security / Technology industry in a senior support role.
• Strong understanding of Operating Systems, Servers and Networking components
• Experience providing support on CCTV (Both Analogue & IP) is essential
• Exposure to major VMS’s such as Milestone, Genetec etc
• Proficient in fault finding with field & reactive support experience
• European experience would be advantageous
• Excellent communication skills – both written and verbal
• Team player, self-motivated and able to work on own and under pressure
• Good time management and priority handling with previous experience of working in a customer facing environment
• Knowledge of third party products, protocols and associated technologies.
• Ability to manage and plan workload effectively.
• Business or Technical Degree Level Education would be desirable
• PC Literate - Intermediate & Advanced ‘Microsoft Office’ skills to include Excel
• Clean Driving License

Location:

The jobholder is required to be located at Hanwha Vision Europe Ltd, Heriot House, Heriot Road, Chertsey, Surrey, KT16 9DT – The role may include extensive travel throughout the region and travel outside of the UK may be required from time to time.

This job description indicates the general nature and level of work performed within this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required. You will also be expected to undertake duties which may not be listed on this job description as directed by your line manager which will be deemed as reasonable within the scope of the role.