Responsible for providing professional pre-sales and post-sales technical support direct to the customer and ADI business units in multiple markets, via telephone or email, including also product investigations in order to determine the customer problem and potential solution;
Ensures that world-class technical support and professional advising is provided to ADI Global customers regarding security products the ADI Global Distribution portfolio;
Part of a multi-lingual, multi-discipline Center of Excellence in Bucharest with a productive environment that encourages knowledge development;
Provides technical support to ADI Global customers via telephone or email for ADI Global product ranges – intruder, video and access control;
Resolution of customer product issues by providing technical help and advice on customer queries;
Verifies field problems on product;
Loges all reported issues in the ticketing system;
Provides detailed information on unresolved customer issues to the Regional Sales Support team;
Escalates the identified product issues;
Provides customer feedback on product improvements to Sales Support Product Leaders and Product Management;
Provides feedback on common product issues and level of product calls to Product Managers;
Provides customer training requirements, based on frequency of calls by company/engineer and level of customer knowledge to regional Sales Support team;
Achieves technical and knowledge excellence for the ADI Global product portfolio for the regions supported and to maintains this knowledge in respect to all product and legislation/approvals changes;
Performs any other duties which may reasonably be expected by the company;
Provides support for multiple product disciplines;
Reports to the Technical Support Manager (either directly or via a supervisor).
Strong technical background and knowledge (computers / IT&C, networking/internet, audio/video);
Passionate about modern technologies;
Analytical and problem solving skills;
Excellent communications skills;
Excellent telephone manner;
Multi-Lingual – minimum of fluency in English & French.
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