Customer Solution Specialist (South East)

The Customer Solution Specialist is integral to delivering a superior and professional customer experience across DeterTech’s customer base. As the face of the organisation in advising on Customer Solutions, this role involves conducting detailed site surveys and post-incident assessments to ensure a comprehensive understanding of, and response to, customer needs.

Through robust customer engagement, technical evaluation, and collaboration with internal teams, the Customer Solution Specialist ensures that solutions are fit for purpose, customer satisfaction is maximised, and service quality is consistently maintained at a high standard

This is a field based role, to cover the South East region

Key Responsibiliti

Site Surveys & Assessments

• nts Conduct comprehensive on-site and off-site surveys for customers, assessing requirements and identifying appropriate soluti
• ons.Attend customer sites following break-ins or incidents to evaluate existing measures and recommend improveme
• nts.Ensure all surveys and assessments are completed to a consistently high stand

Quota

• tions Prepare and issue quotations following customer surveys, converting quotes into orders where pos
• sible.Raise SmartWater quotations, ensuring all documentation is accurate and com
• plete.Ensure pricing, orders, and customer details are processed in line with agreed procedures and commercial guide
• lines.Support field-based sales colleagues and Operations by coordinating customer require

Customer Experience & Relationship Management

• agement Serve as the primary point of contact for customers during the establishment of Customer Solutions, providing a professional, reassuring, and customer focused p
• resence.Build trust and rapport with customers through clear communication, reliability, and ownership of
• issues.Take accountability for the customer experience throughout the survey and assessment
• process.Ensure customer concerns are understood, managed, and appropriately escalated where r
• Delivery Collaborate closely with Sales, Customer Success, Engineers and ARC teams to ensure customer needs are clearly communicated and solutions are effectively
• delivered.Provide structured feedback to internal teams to support service improvement and soluti
• on design.Facilitate a seamless handover between survey, installation, and ongoin

Documentation & Continuous Improvement

• Improvement Maintain accurate and timely records of site visits, findings, and customer i
• nteractions.Identify recurring issues or opportunities for improvement and share insights with rel
• evant teams.Contribute to enhancing consistency, quality, and efficiency across survey and assessmen

Skills, Knowledge

• and Expertise Experience in a customer-facing role, ideally in a field-based or on-sit
• e environment.Strong interpersonal and communication skills, with a clear commitment to excellent cus
• tomer service.Comfortable working independently, managing time effectively, and travelling to custo
• mer locations.Detail-oriented with strong problem-solving skills and the ability to assess situation
• s objectively.Confident in representing DeterTech in customer environments with professionalism an
• d credibility.Collaborative mindset with the ability to work effectively across multiple i
• nternal teams.Familiarity with security systems or related technology is desirable but
• not essential.Proactive, reliable, and adaptable, with a strong sense of ownership and a

Key Measures of Success

• ures of Success Customer Satisfaction: Positive customer feedback following surveys, follow ups,
• and assessments.Quality & Consistency: High standards maintained across all site surveys, quotes and custom
• er interactions.Issue Resolution: Effective identification and communication of risks, issues, and improvemen
• t opportunities.Operational Alignment: Smooth collaboration and handover between field activity and
• internal teams.Service Improvement: Meaningful insights contributed to enhancing customer solutions and overall

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