The ADI Centre of Excellence provides technical support for customers across the UK & Ireland, offering pre‑ and post‑sales support for more than 300 products from 15 to 20 vendors covering all aspects of Fire & Security. We are seeking a motivated Technical Support specialist supporting mainly the fire division but with secondary divisions supported also in order to deliver an exceptional customer service experience. The aim of this role is to drive service success, enhance customer satisfaction, maximise customer retention, and support business profitability.

In this position, you will be responsible for:

Developing detailed project scopes of work that clearly summarise system functionality aligned with client/end‑user requirements. Completing remote site surveys (as required) to assess conditions, identify potential difficulties, and compile information for project teams. Diagnosing errors or technical problems and determining appropriate solutions. Developing and delivering webinar‑based training courses. Producing timely and detailed service reports. Documenting processes accurately and consistently. Collaborating with the technical team and sharing information across the organisation. Understanding customer requirements and providing appropriate recommendations or briefings. Assisting Outside Sales in evaluating project functionality and creating accurate Bills of Materials. Working in coordination with the project team to ensure successful project completion. Providing guidance and assistance to customers on installation methods and procedures. Identifying and communicating long‑lead items proactively. Monitoring and supervising project progress. Meeting with vendors to support product evaluations when required. Providing metric analysis, insights, and recommendations. Identifying new manufacturer partnerships to drive growth. Supporting educational and training programmes for ADI field sales teams and customers.  

YOU MUST HAVE

Experience with Fire support (main division). Background in Access Control support. Positive and effective interaction with internal and external customers. Relevant local accreditations supporting Fire & Security products. Fluency in the local language. Strong verbal and written communication skills. Excellent attention to detail. Ability to multitask. Proficiency in Microsoft Word, Excel and PowerPoint.  

WE VALUE

Networking skills or a technical networking background. Experience using AutoCAD, Visio or similar design software. Strong computer skills and analytical ability. Financial and data analysis skills. A proactive, collaborative working style. Ability to work effectively within a fast‑paced, matrixed environment. A positive “can‑do” attitude and ability to motivate yourself and others.  

WHAT’S IN IT FOR YOU

Competitive salary and benefits package. Hybrid working model. Excellent career development opportunities. A modern working environment at the EMEA Head Office in Oldham.

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