Project Technical Support Specialist

1 month ago

Toronto, Canada Hikvision Canada Full time

**OUR COMPANY**:
Hikvision is a world leading IoT solution provider with video as its core competency, and manufactures an extensive suite of comprehensive products and solutions for a broad range of vertical markets.

As a full service, end-to-end security solutions provider, Hikvision Canada Inc. employs many experienced professionals across the country. Offices which include state of the art customer experience showrooms, are located in Toronto, Vancouver, and Montreal. As industry experts with a team approach, Hikvision brings innovative technologies to the market, working alongside partners through the entire business cycle. Hikvision is dedicated to supporting the needs of customers and remaining a trusted advisor to partners.

***:
Through close collaboration with sales personnel, the Project Technical Support Specialist provides customers with presales, delivery, and after-sales support, promotes regional project landing, improves project business opportunities to increase the order win-rate, ensures the smooth delivery of the project, and continues to enhance customer satisfaction.

**ESSENTIAL JOB FUNCTIONS**:
**Solution Introduction (15%)**
- Participate in solution local introduction analysis and customization, and support the customization process and testing
- Conduct competitive analysis and researches on competitors' products and solutions, and write comparative analysis reports

**Project Delivery Support (45%)**
- Be in charge of the projects’ delivery, plan reviews and testing; ensure the smooth implementation of the projects
- Participate in the on-site project delivery and implementation; keep record of the process and follow-up throughout the realization of the projects
- Participate in the projects’ acceptance and inspection, demonstrate project functions and effects, and ensure the full acceptance of the projects
- According to the needs of the project, provide remote configuration and support for the customer's project

**Project Delivery Management (20%)**
- Be in charge of coordinating resources for key projects, especially by doing so to address possible challenges during the realization of the projects
- Follow up, promote and monitor the smooth progress of projects or project groups
- Coordinate with after-sales teams to resolve batch quality problems and ensure customer satisfaction

**Internal & External training/certification (20%)**
- Be responsible for solution delivery training for internal team, in order to continuously improve the team’s project response capabilities
- Train external integrators to equip them with project-related skills, such as hardware and platform delivery, project management, etc.
- Other job related tasks as assigned

**EDUCATION/EXPERIENCE**:

- Bachelor's degree (Preferred, not a must) in Computer Science, Electronics, Science and Engineering, or any related specialization
- 2+ years’ working experience in security industry
- 2+ years’ experience in technical support

**KNOWLEDGE, SKILLS AND ABILITIES**:

- Willing to achieve self-growth and willing to take on challenging work
- Strong interpersonal and communication skills; strong ability to analyze and resolve system problems
- Strong capability of learning and execution
- Familiar with Hikvision’s products and solutions, proficiency in security system
- Familiar with the project delivery management process
- Ability to organize and coordinate with internal cross-functional teams including those based at Headquarters in China and with external customers
- Ability to read and analyze project construction drawings
- Accountable, strong sense of customer service and team spirit
- Must be willing and capable to work a flexible schedule and available for travels, including occasional overnight and week-end travels and be able to handle business trips independently. A valid driver’s license and a valid passport/travel document for occasional air travel are required

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