Job Purpose: Our client is seeking to recruit an After Sales Support Lead in their dynamic team. The individual shall the responsible for all the after sales support, maintenance and service of electronic security systems, while providing exceptional client experience to the companys clients.
Roles & Responsibilities
Oversee client support service of electronic security systems such as CCTV, Access Control, Barriers, Bollards, Electric Fence, Public Address and Voice, Alarms, Building, IPBAX, Speedstiles, Tripods, Intercom, Electric Gates and Fire, Alarm systems among other systems.
Continuously update, maintain and manage accurate data on after sales services for our clientele.
Ensure all upgrade requirements are reported to clients and to the supervisor in writing through job cards and also informed verbally.
To board new clients to the support experience after project handover.
To analyze support reports or jobs for status of calls, part replacements, raise quotations for part replacements and follow up for client approvals.
Prepare daily, weekly and monthly reports for all support calls and maintenance.
Own and manage all After Sales Service KPIs (cost, first time fix, call turnaround time, productivity output and efficiency ratio per employee) to achieve maximum efficiency.
Responsible for attending to clients support meetings.
Coach and support the team to comply with best practices and company standards.
To handle complaints from clients professionally and escalate when necessary.
To ensure clients are properly trained on systems installed.
To work with the technical department as appropriate to ensure proper stocking of high use parts.
To carry out any other tasks as may be directed by the Management.
Create trust relationships with clients.
Lead, develop and motivate a team of service technicians.
Required Skills & Qualifications
A Diploma or Degree from any recognized institution in a relevant field with a proven experience as After Sales Support executive.
Working knowledge of multiple security functions and security-driven technology solutions is an added advantage
Excellent analytical skills and detail oriented
Effective planning and efficient execution
A minimum of three years experience in the field of customer support.
Working knowledge of general maintenance processes and methods.
Enthusiastic and committed with a track record of building strong, trusted base relationships with colleagues and stakeholders at all levels.
Excellent communication skills both written and spoken.
Self-driven and able to work under minimal or no supervision
Proficient in managing and leading teams
Good knowledge of technology-driven security solutions and willingness to continually acquire new skills.
Computer expertise especially in MS Word, MS Excel and PowerPoint.
A good team player