Technical Support Representative

2 weeks ago

Cwmbran Torfaen, United Kingdom Octagon Group Full time

Join our client as a Technical Support Representative - Fire and Life Safety in Cwmbran, South Wales We are seeking a Technical Support Representative to provide in-depth technical knowledge of for our client's Fire and Life Safety product portfolio on a global scale. Their facility in Cwmbran is the centre of excellence for the Fire product line, a leading manufacturer, and a global supplier of high-quality fire systems and devices. What you'll do: As the Technical Support Representative, you will communicate clearly and concisely with customers, addressing product-related issues through comprehensive scenario testing and technical verification of new products. You will confidently deliver product training to internal and external stakeholders. Responsibilities: Support internal and external stakeholders on all reported technical issues relating to the Fire/Life Safety portfolio. First-line response to stakeholders via Telephone, Email, or Business Applications, such as Teams. Provide accurate logs of all technical interactions to enable comprehensive KPI reporting. Create and generate reports, capturing all relevant information on issues reported in the field, ensuring the information gathered is reported into the quality system for review and resolution. Investigate and source key information from different systems/departments to ensure stakeholders' expectations are met and resolved in a timely manner. Liaise with the Sales department on product application and system design development. Qualifications: Previous transferable experience in a Life Safety industry, e.g., in Customer Support or Engineering function. Extensive knowledge of life safety systems within the regional areas supported, ideally with a proven track record in servicing and commissioning. Very good understanding of BS5839-pt1, BS5839-8, BS5839-9, and EN-54. Skills: Analytical thinking Interpersonal and influencing skills, with the ability to coordinate within and outside of your own team. Good verbal and written communication, with the ability to lead conversations and convey facts and information professionally. What our client offers: Challenging projects in a dynamic, collaborative team. We make your aspirations matter - We encourage internal promotion whenever possible. We make your growth matter - We invest in our employees for the long term, not just with salary and benefits, but with ongoing learning and development opportunities through our internal learning programs. We make your contributions matter - Reliability, safety, efficiency, and sustainability are at the core of our dedication to improving people's lives and the environment through power management technologies. We make your wellbeing matter - We put your health and safety first. Wellness is more than a program; it's about changing the environment by offering the right tools to help empower employees to make that happen. This is a fantastic opportunity for a Technical Support Representative - Fire and Life Safety in Cwmbran, South Wales

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