Field Support Engineer

Working for Hochiki Europe

At Hochiki Europe we believe that our customers deserve the best, both in terms of our manufactured product, but also the quality service we offer. Our people are key to our ongoing success and we value the contribution our employees make.  In return we offer full and rewarding careers, competitive benefits and great opportunities in a supportive and dynamic environment. The heart of our culture is based on our 6 Core Values: Accountable, Ethical, Inclusive, Innovative, Positive and Professional.

Department:                                        Technical Support 

Location:                                              Field Based

Role Purpose

Providing in-depth technical support to our customers and System Partners, ensuring the successful installation, commissioning and training of Hochiki products. Taking a customer focused approach to supporting our products, showing a passion for developing Hochiki Europe technology within the market.

What you’ll be doing:

• Providing technical support to customers and System Partners via email, telephone and regular site visits predominantly within the UK with an occasional overseas requirement, ensuring a prompt and accurate resolution to any issues, followed up with a written report


• Providing field support to our customers including commissioning, fault finding and onsite training

·         Assisting, from a technical perspective, with training, wireless surveys and seminars,

• Ensuring accurate recording of all technical issues and service calls within our SAP/EPICOR system to enhance our monitoring of customer satisfaction levels


• Ensuring that the accuracy of all sales and technical documentation is maintained, whilst liaising with relevant departments for updates.


• Supporting the sales team on any technical matters during customer meetings, seminars, exhibitions etc.


• Maintaining an optimal level of customer service and frontline support whilst identifying specific customer needs.


• Expanding and maintaining knowledge of competitor products, updating the business of any new developments or technologies being used.


• Performing any other duties independently or as a team when required, in order to support the business and ensure our continued growth.


• Ensuring that all customer issues are handled in line with the company complaints procedure.


• Occasional out of hours work maybe required.

Who you’ll be working with:

• Internal Departments, up to Director level


• Other Hochiki sites globally


• External Business, including suppliers, consultants and third parties


• Customers and system partners

Person Specification

We are looking for individuals who are highly motivated and have a passion to contribute to the success of Hochiki. Our core values define and shape our working relationships and how we aspire to behave on a daily basis. For this role, we are looking for you to possess the following:

Qualifications

• Desirable: Desirable: FIA Training Certificates, HNC in Mechanical or Electrical Engineering

Experience

• Essential: Previous experience of working in the Fire Alarm industry.


• Essential: Previous experience in installing and/or commissioning of conventional, analogue addressable fire alarms and emergency lighting.

Knowledge

• Essential: Knowledge of the Fire Alarm industry, products and services.

Technical skills

• Essential: Proficiency in Microsoft Office Packages


• Desirable: Experience of working with SAP/EPICOR

Personal qualities

• Positive: Proactive, promoting a can-do attitude with a passion for Hochiki Europe technology


• Accountable: Excellent time management, multi-tasking, and prioritization skills.


• Ethical: Acting in the best interests of Hochiki Europe and our customers


• Inclusive: Being a team player who relishes working in a team environment, but can also work independently


• Professional: Ability to set high standards and present a professional approach to our customers


• Inventive: A continuous improvement attitude towards work and professional development, with a desire for working in a leading-edge environment