Head of Customer Support (ELV)

Our client operating in the fire and security industry is looking for a Head of Customer Support to join their team. Your responsibilities will include:

• Lead, manage, and support a team of support technicians 
• Schedule, allocate, and review all support tasks to ensure efficient service delivery
• Manage and prioritise incoming support tickets through to resolution
• Provide technical service support and coordinate servicing of client fire & security systems
• Maintain quality control of all completed works and service outcomes
• Carry out fault finding and diagnostics on fire & security systems as required
• Prepare and issue quotations generated from support and service tasks
• Act as the main 24/7 point of contact for client calls and emergency support
• Ensure timely completion and distribution of service documentation to clients after job completion
• Maintain clear and professional communication with clients regarding ongoing works and updates
• Oversee service standards to ensure compliance, accuracy, and customer satisfaction
• Identify opportunities for service improvements and support process efficiency
• Liaise with internal teams to ensure smooth delivery of reactive and planned maintenance work

Requirements

• Excellent level of English is a must; Maltese is preferred
• Valid Maltese driving license

Education and Experience

• Previous industry experience is a must
• ELV experience is required

Benefits

• Company Car
• Company Phone
• Flexible working hours