Product Support Specialist

The Product Support Specialist is responsible for conducting market research on new technological security solutions, testing and supporting the implementation of same.

• Dismantling, cleaning, inspecting, repairing, assembling and testing electronic new pats, spares and assemblies.
• Develop maintenance and testing procedures for electronic components and equipment
• Evaluate systems and recommend design modification or equipment repair
• Provide progress report to the management
• Carry out testing and inspection on defective equipment to be communicated to the supplier
• Work closely with store supervisor for stock intake of tested/ repaired materials
• Provide estimates for repairs and setting timescales
• Ensure warranty standards are adhered to
• Ensure all servicing work is carried out correctly, competently and on time
• Conduct and animate demos to sales representatives
• Attend regular training from suppliers for product knowledge and skills enhancement
• When working with a new supplier, conduct testing of the materials on the different aspects to be documented and report submitted to the management on the viability of using the equipment for Brink’s Electronic Services ensuring they meet safety standards and applicable regulation
• Provide support to our technicians, engineers and contractors for the testing, installation and maintenance of our electronic security systems
• Carry out market research on new technological security solutions – prepare complete product research report to be submitted to the management
• Work in collaboration with the training and support officer to prepare training modules
• Conduct the onboarding of new recruits: technical training, coaching, mentoring etc to ensure they are fully conversant with the electronic systems and therefore ensure quality of service
• Conduct training of staff on security systems, troubleshooting techniques, repair and configuration as required
• Liaise with suppliers for support and testing of components and learning of products
• Keep proper records of installation manuals, repair/configuration documents, tests / results, training materials for reference and distribution
• Keep good inventory of stock materials in workshop; proper referencing of goods is required for redistribution
• Provide feedback to management in regards to the competencies of new recruits and gaps to be breached while proposing a training plan in order to level the recruit to the standards required by Brink’s
• Provide support to the daily operations of the department
• Ensure the good and clean upkeeping of the workshop

Knowledge & Experience:

• Bachelor in Engineering in Electrical/ Electronics/ IT/ Computer Science and be CCNA certified
• 3-4 years of experience in a similar position
• Good knowledge in Electronic Security Systems
• Experience in customer service preferred
• Training experience
• Valid Driving Licence

Competencies: 

• Leadership
• Team management
• Excellent Communication in French and English (both spoken and written)
• Customer service orientation and ability to respond to customer queries and requests
• Pedagogical approach
• Active listening skills
• Problem Analysis and Solving skills
• Ability to work collaborative style
• Always acting in good faith and integrity