Job (this posting is now closed/inactive)

General Information

(142620)

Job title:		Customer & Technical Support Specialist

Job location:		Norwell, MA 02061 United States

Requisition code:

Date posted:		02/08/10

Job type:		Full-Time

Compensation:		Competitive salary and annual bonus potential.

Job Classification


Location:		Massachusetts
Job Category:		Technical

Job Description

Job description:

Role purpose:

Our most profitable and well-recognized product is VESDA (Very Early Smoke Detection Apparatus). VESDA is the gold-standard in advanced-warning smoke detection, and is industry standard in many civil, cultural, government, and industrial applications. The product is used by governments across the globe, and by hundreds of Fortune 500 companies. The purpose of this role is to provide technical support for all VESDA customers, whether they are distributors, installation engineers, major manufacturers, end-users, or internal colleagues. Technical support in this position includes phone support and trouble-shooting incoming customer calls, performing repair work as needed, and processing "return merchandize authorizations" in the event that equipment in the field should be returned to the Norwell office for replacement or repair.

Company Profile:

Xtralis provides very early warning safety and security solutions that help identify threats before life, critical infrastructure or business continuity is compromised. With more than 25 years of experience and 110+ innovations in our technology portfolio, we lead the market in early-warning technologies related to fire/gas detection, access control, intrusion detection, video surveillance and traffic management. We are a rapidly-growing and rapidly-changing company that has more than doubled both revenue and the number of product we offer since 2007. Our intention is to continue to grow rapidly and profitably, and to take our company through an IPO.
Year founded: 1983
Number of employees: 400+
Number of customers: 10,000+
Field of operations: 40+ countries
Partners: 400+ certified in 100+ countries
Vertical market expertise: Cultural/heritage, data/telecom, government, high-tech manufacturing, industrial manufacturing, retail, transportation, warehousing and utilities

Global Customer Base:

The world’s most respected businesses and top governments rely on Xtralis to protect their personnel, infrastructure and irreplaceable cultural and historic landmarks. Customers include AT&T, BMW, DHL, ING, Intel, Jack Daniel’s, McDonald’s, Microsoft, NASA, Royal Bank of Scotland, Samsung, T-Mobile, the European Parliament, the White House, the Smithsonian Museum, and Volkswagen.

Job Requirements

Education, training, experience:

Recruitment Specification:

Technical Skills and Qualifications

• Strong oral and written communication skills are prerequisite
• Proven, delightful, customer service orientation is prerequisite
• Experience servicing, repairing, or installing electronic product (hardware) is prerequisite, although training or formal education in this regard is also acceptable.
• Computer literacy (Microsoft) is prerequisite
• Data networking literacy is prerequisite, with a networking qualification being preferred.

Experience required for role

• Without stipulations related to years of experience, we need an employee who is comfortable servicing customers and solving their problems, and who is also proficient in working with an electronic product (hardware).

Key knowledge areas

• Fire code knowledge would be a significant advantage
• Nicet certification would be a significant advantage

Role Accountabilities:

VESDA Technical Support
• Handling incoming calls. Answering customer questions. Trouble shooting product issues remotely. Determining root problems, and determining proper solution.

• Tracking solution and support issues as required by the role, specifically incident reporting and data gathering for either customer resolutions or factory improvements.

Product assessment / repair
• Timely assessment of product issues and defects. Timely communication and resolution of such.

Return Merchandize Approval (RMA) processing
• RMA policies and procedures are clearly explained to customers. RMA processing is properly coordinated with Customer Service / Shipping

Coordination with colleagues
• Assisting Regional Sales Executives, Field Applications Engineers, Operations, and Shipping as required.
• Preparation of product demo kits for internal and external uses.

Job (this posting is now closed/inactive)

General Information

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Job Description

Job Requirements