Technical Support Advisor/Engineer

20 March, 2024

Department: Customer Delivery

Reporting to: Head of Customer Delivery

Location: Dartford

Our Company

At Safetell, we design, develop, install, and service a diverse and bespoke range of specialist physical security solutions to a wide range of sectors. Our exemplary service, combined with a range of products ensure each solution meets our client’s requirements. More importantly, it means we create enduring partnerships, meaning customers rely on our consultative approach to protection, as their needs change over the years.

Safetell was founded in 1989 when it began providing bullet-resistant fast rising screens to protect high street banks against armed robbery. Since then, we have installed over 3,000 screens in branches nationwide and developed a range of products to meet the ever-changing demands of asset protection.

While our offering and positioning have changed to meet the industry needs over time, providing attack, ballistic and blast proof solutions to some of the UKs most iconic sites and most important institutions, we still provide the same customer-first service from initial site survey, through to ongoing maintenance and support.

You Will:

  • Be the single point of all technical queries that cannot be resolved in the field by engineers, engineer leads, or by the CST team.
  • Liaise and work with other team members in order that Technical Support Advisor/Engineer answers all
  • queries raised within TAR, irrespective of the system, solution or product.

DUE TO THE NATURE OF SOME OF OUR LEGACY SYSTEMS WE ACKNOWLDGE THAT FOR MANY SYSTEMS THE ROLE OF ADVISOR/ENGINEER WILL BE ONE OF LIAISON WITH OTHER TEAM MEMBERS WHO HAVE THE EXPEREINCE WORKING ON THESE LEGACY SYSTEMS.

  • Answer all requests within TAR within 8 working hours, including placing orders for any equipment required, updating the CST team with expected delivery dates, to enable engineers to be booked and customers updated, irrespective of other duties.
  • Support the Service Team including both the Field Based and the CST to meet customer expectations, contracted SLA’s and KPI’s in relation to first time fix rates and second visits, even where this requirement is in excess of previous requirement.
  • Ensure the commercially and technically satisfactory outcome of all service calls escalated to technical support department either verbally or officially via TAR or other systems.
  • Where queries cannot be answered within the specified time due to technical complication or other reasons, update relevant engineer, CST and relevant Lead Field Engineer in order that customer expectations can be managed.
  • Support the Head of Customer Delivery in producing new or improved working practices, processes and systems to deliver a service that exceeds the Safetell customers expectations.
  • Support CST where necessary and requested by answering service requests and booking engineers.
  • Liaise with other departments to ensure Safetell Service Team (field and office based) deliver excellent customer service.
  • Assist Head of Customer Delivery in Managing and supporting any customer relationships
  • Assist field based service leads in identifying and organising training for engineers so that all can respond to any type of service call –
    • Smoke and Dye
    • Fast Rising Screens
    • Cash Management
    • Auto Door
    • In Vue
    • Entrance Control
    • Portals
  • Assist in handing over any projects from Sales to Operations where Technical Support Advisor/Engineer input has been sought. Ensure liaison with Operations Department where higher level of application engineering is required before procurement, production or attendance on site.
  • Take ownership and ensure relevance of training room and demonstration room by managing all systems and products within so that all are in good working order and can be demonstrated/used for training at all times.
  • Where appropriate and possible assist the Head of Customer Delivery, the CST and the Field Based Lead Engineers to ensure compliance with all Statutory and Regulatory requirements during service implementation, including site specific and general Health & Safety requirements.
  • Assist Head of Customer Delivery in management of all service and repair contracts in line with contract conditions.
  • Timely reporting of special/snagging problems at review meetings to ensure resolution achieved in timely/cost effective manner.
  • Assist Head of Customer Delivery by identifying areas beyond the direct control of Technical Support Advisor/Engineer that affect the quality of Safetell’s overall service offering and in conjunction with the Head of Customer Delivery liaise with all and any department heads to correct any shortcomings affecting the final solution provided to customers.
  • Any other task required by the MD, OD, Head of Customer Delivery or the Field Based Lead Engineers that enhances the Safetell delivery of services for our customers.

Skills, Experience & Qualifications:

Essential

  • Experience working on different automatic door manufacturers equipment
  • Computer literate with good MS Office skills
  • Team player
  • Can do attitude
  • Excellent analytical thinker with good problem solving skills
  • Strong verbal and written communication skills
  • Ability to work under pressure
  • Good interpersonal skills

Desirable

  • Experience of Speed Lanes/Gates and other Entrance Control doors and systems
  • Experience in other technical support roles and other systems/equipment

Salary & Benefits

  • Competitive salary
  • 22 days holiday rising in line with service
  • Auto Enrolment Pension Scheme
  • Salary Sacrifice benefit – Bike to Work
  • Confidential Telephone Counselling Service for Employees and Family Members
  • Employee Assistance Programme for Employees and Family Members incl. virtual GP

Equal Opportunities

We are an equal opportunities employer and we welcome applications from all suitably qualified persons regardless of their sex; religious or similar philosophical belief; political opinion; race; age; sexual orientation; or, whether they are married or are in a civil partnership; or, whether they are disabled; or whether they have undergone, are undergoing or intend to undergo gender reassignment.

Security Vetting

At Safetell, the integrity and security of our operations are paramount. All candidates must successfully complete BS7858 security vetting upon acceptance of any role. This rigorous process underscores our commitment to excellence, ensuring a secure environment for our clients and a trustworthy team to achieve it.

 

 

More Jobs available at Safetell

The Application Process

Prepare Your Documents:
Update your CV and write a cover letter expressing your interest in working at Safetell.

Subject Line:
Use the subject line “Job Application – [Position Name] – [Your Full Name].”

Email Body:
Introduce yourself briefly and mention your interest in the position.

Attach Your Application:
Attach your documents to the email.

Send Your Application:
Email your application to hr@safetell.co.uk.

Confirmation:
You’ll receive a confirmation once we receive your application.

Application Review:
Our HR team will review your application and qualifications.

Follow-Up:
If your qualifications match, we’ll contact you for the next steps. While all submissions are appreciated, only those candidates selected for an interview will be contacted. If you have any questions, email our HR team at hr@safetell.co.uk. We’re excited to learn more about you and your interest in joining Safetell!

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