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Fire Alarm Technical Support Supervisor job in Gravesend

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Job Ref:  204507749
Employer:  cv-library.co.uk
Industry:  Civil and Structural
Job Type:  Permanent
Country:  United Kingdom
County/State:  Kent
City:  Gravesend
Post Code:  DA12
10/10/2016 18:49
There is now a vacancy for a Fire Alarm Technical Support Supervisor to join a leading company in north Kent. Salary package for the Fire Alarm Technical Support Supervisor is negotiable + car + 24 days holiday. This is an office-based role, with occasional travel to provide field support. The position is both hands-on and supervisory.

Overview of the Role:
• Being part of and supervising the in-house technical support team daily
• Taking the lead when any significant issues occur, to ensure that the customer is satisfied
• Manage and document final validation checks on product updates or new product development before release to production
• Overseeing the issue of warranty replacements

Duties and Accountabilities:
• Ensuring excellent technical support (telephone and email) is provided for customers, this may involve escalating the issue to Field Support Engineers and R&D
• Ensuring that all members of the technical support team are kept up to date with any product issues
• Developing and maintaining a call log
• Providing reports to the Product Manager
• Preparation of validation test procedures from the product requirement specifications
• Ensuring availability of appropriate products and test equipment for product validation and allocating staff, whilst maintaining technical support levels
• Liaison with R&D on any failures
• Staff liaison and appraisals

Person Requirements:
• Field experience on a complete range of fire systems, from small conventional fire panels through to large complex networked addressable systems
• Supervisory or management experience
• Excellent communication and customer service skills and be able to converse with customers from the UK and worldwide
• Understanding of EN54-2, EN54-4, EN12094-1 and BS5839-1 would be advantageous
• High level of customer focus
• Analytical approach and ability to recognise product failures
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