Department: Service
Job Type: Permanent
Location: Leicester, LE2 8HP
Hours: Monday to Friday, 8:45am - 4:45pm
Salary: Competitive, dependent on experience
Hybrid working available
About The Role
We are looking for an experienced Technical Support professional to join our Service team.
This role would suit someone who has previously worked as a field-based engineer within the fire and security industry, particularly with strong intruder alarm experience, and is looking to move into a technical support role.
Working closely with the Service Manager, Chief Engineer and Installation Manager, you will support both customers and engineers with technical queries, fault diagnosis, remedial works and service delivery.
Key Responsibilities
Support Extra Works Growth by identifying remedial opportunities, following up quotations and helping convert work into revenue.
Manage remedial works end to end, from quotation and parts ordering through to engineer scheduling and invoicing.
Review false alarm notifications, contact customers about risks and recommend appropriate call-outs or remedial works.
Support key accounts with maintenance bookings, renewals, technical queries and client meetings where required.
Coordinate materials efficiently, ensuring parts are ordered promptly and collected from convenient locations to reduce unnecessary travel.
Provide technical support to engineers and customers, including fault diagnosis, problem resolution and complex technical queries.
Work closely with the Service Manager and Chief Engineer, providing cover and support when needed.
Help improve service quality, training, customer experience and day-to-day team efficiency through ad hoc projects and continuous improvement.
About You
We are looking for someone who has:
- Previous experience as a field-based engineer
- Strong hands-on knowledge of intruder alarms, access control, CCTV, emergency lighting and fire systems
- Excellent fault-finding and problem-solving skills
- Good customer communication skills
- Strong organisation skills
- A proactive, team-focused approach
- Commercial awareness and the ability to identify remedial works or additional service opportunities
Department: Service
Job Type: Permanent
Location: Leicester, LE2 8HP
Hours: Monday to Friday, 8:45am - 4:45pm
Salary: Competitive, dependent on experience
Hybrid working availableAbout The Role
We are looking for an experienced Technical Support professional to join our Service team.
This role would suit someone who has previously worked as a field-based engineer within the fire and security industry, particularly with strong intruder alarm experience, and is looking to move into a technical support role.
Working closely with the Service Manager, Chief Engineer and Installation Manager, you will support both customers and engineers with technical queries, fault diagnosis, remedial works and service delivery.
Key Responsibilities
Support Extra Works Growth by identifying remedial opportunities, following up quotations and helping convert work into revenue.
Manage remedial works end to end, from quotation and parts ordering through to engineer scheduling and invoicing.
Review false alarm notifications, contact customers about risks and recommend appropriate call-outs or remedial works.
Support key accounts with maintenance bookings, renewals, technical queries and client meetings where required.
Coordinate materials efficiently, ensuring parts are ordered promptly and collected from convenient locations to reduce unnecessary travel.
Provide technical support to engineers and customers, including fault diagnosis, problem resolution and complex technical queries.
Work closely with the Service Manager and Chief Engineer, providing cover and support when needed.
Help improve service quality, training, customer experience and day-to-day team efficiency through ad hoc projects and continuous improvement.
About You
We are looking for someone who has:
- Previous experience as a field-based engineer
- Strong hands-on knowledge of intruder alarms, access control, CCTV, emergency lighting and fire systems
- Excellent fault-finding and problem-solving skills
- Good customer communication skills
- Strong organisation skills
- A proactive, team-focused approach
- Commercial awareness and the ability to identify remedial works or additional service opportunities
What We Offer
- Competitive salary, dependent on experience
- Bonus scheme
- 20 days' holiday plus bank holidays
- Pension scheme
- Sick pay scheme
- Staff referral scheme
- Free onsite or nearby parking
- Training and development opportunities
- Friendly and supportive team environment
- Hybrid working available
Pay: £30,000.00-£35,000.00 per year
Benefits:
- Casual dress
- Company events
- Company pension
- Work from home
Application question(s):
- Have you ever worked as a field-based engineer in the fire and security industry? (note, security refers to intruder alarm, CCTV and access control installation, maintenance and repair).
Work authorisation:
- United Kingdom (required)
Work Location: Hybrid remote in Leicester LE2 8HP
