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