Technical Support Team Leader at ADI Global Distribution

Job Description

The ADI Centre of Excellence is handling technical support for our customers, 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 Technical Field service technician to deliver the desired customer service experience. The goal is to drive service success that improves customer satisfaction, maximises customer retention, and increases profitability.

JOB DUTIES:

• Manage and support the C&PS team to provide first class Pre and Post Sales Support to ADI Global customers and Sales teams
• Manage day to day activities and generate clear and accurate reporting data from an expansive range tools, such as Salesforce and Talkdesk
• Set clear objectives, evaluate progress and instil a high performance culture with focus on team work, service excellence and ownership for resolving customer issues
• Work closely with Field Sales & Key Accounts to provide customers with following value add technical services for CCTV, IP Video, & Access control:
• Liaison with the internal functions including sales, category management, Marketing & E-Commerce with product support and other service functions
• Cascade business objectives and targets to the team
• Review daily priorities and take appropriate action to ensure results are achieved
• Remain aware of new product developments in the area of network technology providing input and tactical direction to the business on customer service and support challenges
• Oversee the promotion and delivering of our Added Value Services offering, which consist of Site Surveys, Project & system design, Technical Product Demonstrations, On-Site Commissioning & Pre-Build/Configuration services
• Develop & Deliver classroom-based training courses
• Post sales technical support both remote & onsite
• Post sales technical support remotely
• Provide service and customer support during field visits or dispatches
• Support on site installations either in person or remotely
• Diagnose errors or technical problems and determine proper solutions
• Produce timely and detailed service reports
  
  

YOU MUST HAVE:

• University degree or equivalent.
• Some experience in the electronics industry.
• Czech/ Slovak and English fluency
  
  

WE VALUE:

• Bachelor's degree in management, computer science, or a technology-related discipline.
• Experience in the fire service industry is mandatory
• Excellent interpersonal, verbal, and written communication skills
• Professional attitude to work
• Good administrative skills
• Ability to work on own initiative
• Ability to work under pressure and in difficult situations under supervision
• Awareness of your limitations.
• You must be willing to undertake further training to keep up with the changing market
• Willingness to develop yourself within ADI and in the industry
  
  

WHAT IS IN FOR YOU:

• Attractive employment conditions
• Opportunity to work independently
• A varied area of responsibility
• Good development opportunities
  
  

About Us

Resideo is a leading global provider of critical comfort and security solutions primarily in residential environments and distributor of low-voltage electronic and security products. Building on a 130-year heritage, Resideo has a presence in more than 150 million homes, with 15 million systems installed in homes each year. We continue to serve more than 110,000 professionals through leading distributors, including our ADI Global Distribution business, which exports to more than 100 countries from more than 200 stocking locations around the world. Resideo is a $5.0 billion company with approximately 13,000 global employees. For more information about Resideo, please visit www.resideo.com .

At Resideo, we bring together diverse individuals to build the future of homes. Resideo is an equal opportunity employer. Qualified applicants will be considered without regard to age, race, creed, color, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, sex, religion, or veteran status. For more information on applicable U.S. equal employment regulations, refer to the "EEO is the Law" poster , "EEO is the Law" Supplement Poster and the Pay Transparency Nondiscrimination Provision . Resideo complies with applicable equal employment laws in all countries where we do business. For more information on how we process your information in the job application process, please refer to Recruitment Privacy Notice . If you require a reasonable accommodation to apply for a job, please use Contact Us form for assistance.