Installation Support Agent at VHRS

Role summary:

• We are seeking an Installation Support Agent who will play a vital role in managing and supporting the installation process of our systems at client sites. This individual will serve as a primary point of contact for our installers, ensuring they have everything they need to succeed and facilitating the smooth execution of on-site installations. The successful candidate will also provide remote technical support, assist with troubleshooting, and ensure installations are completed on time and to the highest standards.

RESPONSIBILITIES:

• Primary Focus: Installation Management & Support:
• Installation Process Management: Own the installation schedule, manage workflow, and proactively address any questions or roadblocks.
• Installer Support: Develop strong working relationships with installers to provide the support they need, ensuring smooth project execution. You will be responsible for ensuring stock and travel needs are arranged ahead of time.
• Remote Assistance: Assist installers remotely by ensuring they are en route, escalating delays to the Operations Manager, and working with the customer success team to resolve any client-side issues.
• System Check-in & Setup: Coordinate the installation process, including system check-ins, workspace setup, inventory cross-checks, and signing off on primary carts.
• Project Monitoring: Oversee project deadlines, escalate issues or challenges, and work to mitigate delays. Perform final system checks in collaboration with technicians and ensure installations are completed properly.
• Reporting & Task Management: Close projects by logging any outstanding tasks, loading expenses, cleaning up systems, and sending site visit reports.
• Technical Troubleshooting: Provide remote troubleshooting for technical issues faced by installers and escalate any low voltage or technical challenges to the technical team. Ensure solutions are implemented to keep the project running smoothly.
• CRM Updates: Accurately log and update tasks, projects, and client interactions in the CRM system, ensuring data integrity for effective reporting.
• Secondary Focus: Hardware Configuration & Support:
• Device Provisioning: Configure mobile phones, tablets, PCs, and GPS devices with the correct software and settings prior to customer shipping.
• Hardware Maintenance: Test, repair, and refurbish faulty hardware returned by clients, following the Return Material Authorization (RMA) process for warranty items.
• System Updates: Roll out firmware and application updates to ensure that devices perform optimally and troubleshoot any hardware issues that arise.

REQUIREMENTS:

• Computer Literacy: Proficient in using technology and comfortable working with CRM systems.
• Strong Organizational Skills: Ability to manage multiple tasks, schedules, and resources efficiently.
• Customer-Centric Approach: Fully embody the “A customer’s problem is my problem” mindset and proactively solve issues.
• Collaboration & Teamwork: Excellent communication skills and ability to work effectively with peers, installers, and management to drive success.
• Attention to Detail: Focus on accuracy in task execution and project management, ensuring the integrity of data for reporting purposes.
• Effective Time Management: Ability to prioritize and manage workload to meet business deadlines and project milestones.
• Adaptability: Able to handle changing circumstances and unexpected challenges with professionalism.
• Problem-Solving Skills: Strong critical thinking and troubleshooting abilities to identify and resolve operational and technical issues.
• Leadership: Ability to guide teams and manage projects effectively.
• Self-Motivated: Take initiative and be driven to complete tasks independently while adhering to processes and standards.
• Professionalism: Maintain a positive, professional demeanor and appearance when interacting with colleagues and clients.

RELEVANT EDUCATION AND EXPERIENCE:

Required:

• Matric qualification
• Experience with CRM systems for logging and managing tasks/projects
• Knowledge of DC low voltage wiring circuits
• Field installation and maintenance experience, particularly in electronics
• Prior experience in the automotive or electronic security industry
• Experience in desktop/laptop/tablet setup, configuration, and software repair

Advantageous:

• Experience working with remote teams
• Graduate studies in a related field
• Supervisory or leadership experience
• IT certifications (e.g., CompTIA A+, VMWare, Linux skills, endpoint device management)
• Familiarity with networking concepts or server configuration