Job Description-Person Specification
JOB DESCRIPTION (PART A)
United Technologies Corporation (UTC)
Company: Chubb Systems Ltd
Job Title
Job Title: Technical Support Engineer
The Role
Reports to: Accounts Manager
People: 0 direct reports
1 to 10 direct reports
10 to 50 direct reports
Goals and Objectives:
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To deliver technical advice at point of service delivery for reactive maintenance, to ensure
high level of service first fix and avoid repeat engineering visits
Distribution of technical advice through knowledge articles to field service and project
engineers
Perform back-office analysis of technical issues to identify trends and potential root
causes for further technical support
Highlight any product short-comings to technical department by capturing these and assist
investigation where required
To assist in the delivery of pro-active preventative maintenance regimes to give customer
systems resilience and identify SPOF and solutions to enhance this
Responsibilities:
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HRFJD039
Own reactive maintenance issues highlighted by field service resource until fix known and
delivered
Fault analysis and diagnosis, sometimes in conjunction with software support engineers
Research into product capabilities / specification when requested to find alternative
solutions
Control and execution of technical elements of installation and service projects within
contract budget and timescales
Help identify improvement opportunities using ACE tools
Ensure adherence to all Company Policies and Procedures.
Be fully conversant and compliant with all Environmental Health and Safety procedures.
Complete quarterly ethics module as advised by Ethics & Compliance Officer (ECO)
Fully comply with all Quality, Environmental Health and Safety directives including but not
limited to PPE, Accident Reporting, Cardinal Rules, Risk Assessment Method Statement
(RAMS), and Achieving Competitive Excellence (ACE).
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January 2016
Network & Links:
Internal Stakeholders:
 Service engineers – tech advice, support for databuild, back-ups
 Technical department – software support engineers & databuild teams
 Projects colleagues - design / pricing teams
 Environment Health & Safety representatives
 Supply chain team
External Stakeholders
 Chubb Customers inc IT-teams, if indirect
 All customer internal monitoring services
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January 2016
UTC Competencies
Adaptability
Analytical Thinking
PERSON SPECIFICATION (PART B)
Place a ‘X’ in the
Indicate in order of
box if the
importance
(Essential
characteristic is
Essential
characteristics)
(1 is most important)
X
2
X
Place a ‘X’ in the box if
the characteristic is
Desirable
1
Business Innovation
X
Business Judgement
Communication Skills
X
4
Customer Focus
X
3
Developing Talent
Focus On Results
X
Forward Thinking
X
Listening
X
6
X
5
Strategic Leadership
Teamwork
Candidate Requirements
Qualifications/ Experience/Knowledge:
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Understanding of and exposure to security, access control and CCTV security disciplines
Appreciation of networks, network architectures and client server topologies useful
Experience in working both independently and in a team-orientated, collaborative
environment
Essential Qualifications:
 Minimum of 5 years’ experience of security system site engineering and/or commissioning
Desirable Qualifications:
 MS Excel essential
 SC Security Clearance will be required for the role
 Registered CSCS/JIB ECS or SKILL card-holder
Personal Qualities and Behaviours:
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HRFJD039
Highly organised with experience of dealing with multiple tasks
Process-driven, with a drive to question & improve
Excellent interpersonal skills
Ability to work under pressure to meet deadlines
Commitment to delivering excellent levels of customer service
Enthusiasm with a ‘can do’ attitude to make a positive difference
Issue 8
January 2016