Duties and Responsibilities

• Carry out end to end installation, testing and commissioning of the access control system and maintenance at various client locations.
• Enroll user on the system and provide training to managers on report generation and level 1 troubleshooting
• Create trust relationships with clients
• Lead, develop and motivate a team of service technicians
• Continuously update, maintain and manage accurate data on projects and preventive maintenance
• Ensure all upgrade requirements are reported to clients and to the supervisor in writing through job cards
• To analyze support reports or jobs for status of calls, part replacements, raise quotations for part replacements and follow up for client approvals
• Prepare daily, weekly and monthly reports for all support calls and maintenance
• Own and manage all After Sales Service KPIs (cost, first time fix, call turnaround time, productivity output and efficiency ratio per employee) to achieve maximum efficiency
• Responsible for attending to client’s support meetings
• Coach and support the team to comply with best practices and company standards
• To handle complaints from clients professionally and escalate when necessary
• To ensure clients are properly trained on systems installed
• To work with the technical department as appropriate to ensure proper stocking of high use parts.
• To carry out any other tasks as may be directed by the Management.

Minimum Requirements and Competencies

• A Diploma or Degree from any recognized institution in a relevant field with a proven experience as ELV technician
• Working knowledge of multiple security functions and security-driven technology solutions is an added advantage
• Prior experience of working with Suprema access control shall be an added advantage
• Excellent analytical skills and detail oriented
• Effective planning and efficient execution
• A minimum of three years’ experience of working as an ELV technician.
• Working knowledge of general maintenance processes and methods.
• Enthusiastic and committed with a track record of building strong, trusted base relationships with colleagues and stakeholders at all levels.
• Excellent communication skills both written and spoken.
• Self-driven and able to work under minimal or no supervision
• Proficient in managing and leading teams
• Good knowledge of technology-driven security solutions and willingness to continually acquire new skills.
• Computer expertise especially in MS Word, MS Excel and PowerPoint.
• A good team player