Job Details:
Description
To lead the technical support function for a range of ECC Brands (Alerton, Trend, Centraline, Tridium, ) so as to provide the Company’s customers with regular training programmes, prompt technical support, technical updates and application assistance on all current and discontinued products, especially Building Management Systems, HVAC control systems and Combustion Controls systems. Provide clear direction, effective decision making and a pro-active “can do” approach. Maintain & promote the companies key objective of providing high quality professional and on time customer service and support at all times.
•Set up a structured technical support program with the appropriate level of expertise and coverage in order to provide on time, right first time, assistance to our customers.
•Provide technical and commercial solutions to specifiers, end users and system integrators that will enable Honeywell to win market share against our competitors.
•Set up structured training schedules, on a 6 month rolling cycle, to be carried out within the region.
•Attended the relevant train the trainer programmes with the associated factories
•Set up training programs for indirect customers such as specifiers, end users and system integrators so that they can learn from Honeywell the latest technologies, regulatory updates and best practices.
•Keep records of all trained participants along with a ID number that can be used on tech calls and bulletins etc. Ensure that regular training updates are carried out at least every two years.
•Liaison with other departments to ensure that technical queries are addressed appropriately and promptly and that up-to-date information is passed to customers
•Be proficient in all aspects of the products sold by the company and make sure that all support materials, demonstration and test equipment are held locally.
•In conjunction with MEA Marketing provide input into technical bulletins, manuals, “tips & tricks” and other publications so as to provide regular communication to the customers technical teams as appropriate.
•To keep up-to-date with new and existing standards and legislation e.g. SANS 10147
•Verify and test all new products/software releases locally prior to release in the region and ensure that all training programs are updated to reflect the latest product lines.
•Create a demonstration and training facility within the region. Ensure that the facility provides the appropriate learning environment for all trainees. Maintain all equipment in good working order ensuring that all product updates have been implemented.
•Create a technical test area in the region which can be used for setting up control equipment for the purpose of testing, fault finding, panel builds and client witness testing.
•Visit key customers on a regular basis to ascertain their technical needs, review training requirements and make sure that they are fully conversant with the companies latest products; relevant to them.
•Set up and maintain a technical call log so that all incoming calls are recorded and kept open until successful conclusion, Use the call log to identify training needs, long running field issues and follow up actions from the factories.
•Provide input into the various NPI processes.
Degree qualified in electrical/electronic engineering or similar discipline. Software/PC programming experience desirable...
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