Purpose

This role sits at the heart of our technical function.

The job holder plays a critical role in supporting partners throughout the entire customer journey — from pre-sales solution design to post-sales delivery — ensuring high-quality, reliable technical outcomes every step of the way.

Beyond external support, this role is also about sharing expertise internally, raising technical capability across the organisation and helping teams consistently deliver professional, high-value technical services.

Responsibilities

Pre-Sales

• Maintain and develop the companies adopted CRM system ensuring all data relating to customers, projects and support tickets are accurate and up to date.
• Work with the internal staff of Hikvison to engage and support，partners, integrators, specifies and end user’s in an effort to maximize the design, specification and utilisation of Hikvision products and solutions.
• Proactively scope the technical solution required to address the customer requirements, to assess the customers’ met and unmet needs, and recommend appropriate solutions that optimize value for both the customer and Hikvision.
• Identify and support the training and development needs within partners and customers through sales team requests and regular consultations.
• Opportunistically pursue additional business development opportunities within partners and customers leading to the increased use of Hikvision products and solutions.
• Support of company events, this includes but not limited to pre build, installation & manning of the event

Post-Sales

• Provide ‘on-site’ technical support to distribution partners and installers where required in the UK and Ireland only when requested by Line Manager or the Technical Director.
• Respond to and follow up on Hikvision solution technical enquiries.
• Support and resolve any technical issues related to Hikvison solutions & project related products, and liaison with colleagues in local or worldwide locations if and when necessary
• Monitor and report on technical support activities and provide relevant management information when requested.

Internal Engagement

• Collaborate with internal staff to ensure all opportunities are effectively understood, supported and executed.
• Assisting in designing and expanding training and development programs based on both the organisation’s and the individual's needs.
• Deliver and support demonstrations, training and exhibitions or roadshows relating to Hikvision products and solutions.

Knowledge and skills

• Fluent in Microsoft Office applications including Excel, Word, and PowerPoint.
• Good communication skills and interpersonal skills
• Network/IT basic knowledge.

Competences

• Ability to convey complex technologies and specifications.
• Aptitude to quickly learn new technologies.
• Excellent analytical and problem solving skills.
• Detail oriented troubleshooting skills.
• High flexibility to work onsite or office and ready to travel on short notice.
• Ability to work with diverse teams and team members.