Job Title: Service Engineer
Group: Service
Reports To: Operations Director
Direct Reports:
None
About the company
Established over 30 years, Ace is a security installation, fire safety and maintenance business delivering projects across the UK and internationally. The company is recognised as a Tier 1 supply chain and preferred partner solution, a specialist in its field, with a reputation for impeccable service standards. Its customers are corporate building owners, CAT A and CAT B Fit-Out contractors, Mechanical & Electrical contractors and Facilities Management Service Providers.
Operating a 24/7/365 on-site response, Ace supports site, project and contract managers with initial design, specification, supply, and installation through to on-going maintenance and monitoring of fire and security risk.
Role Overview
Service Engineers provide first-line technical support, reactive maintenance, and service support to our clients. The role demands a proactive individual with a strong background in fire, security systems and access control.
Key Responsibilities:
Technical Support:
- Provide first-line technical support to clients, addressing and resolving issues efficiently.
- Diagnose and troubleshoot problems related to fire and security systems, ensuring minimal downtime.
- Maintain detailed records of service calls, repairs, and maintenance activities.
Maintenance and Servicing:
- Conduct regular maintenance and servicing of fire and security systems in accordance with industry standards and company protocols.
- Perform system upgrades and modifications as needed to ensure optimal performance.
- Ensure all systems are compliant with current safety regulations and industry standards.
Reactive Support:
- Respond promptly to reactive maintenance requests and emergency call-outs
- Assess and repair faults in a timely manner to restore system functionality.
- Collaborate with service coordinators to provide clear updates on service progress and estimated resolution times.
Client Support:
- Establish and maintain strong working relationships with clients, offering expert advice and support.
- Provide recommendations for system improvements and upgrades based on client needs.
Documentation and Reporting:
- Maintain accurate and up-to-date service records, including job reports, maintenance logs, and client communications.
- Prepare detailed reports on system performance, maintenance activities, and any identified issues.
- Ensure all documentation complies with company policies and industry regulations.
Qualifications and Experience
- Certification in relevant fire and security systems.
- Minimum of 2 years of experience in the fire and security systems industry
- In-depth knowledge of enterprise access control systems including on premises and cloud systems
- Comprehensive understanding of security and/or fire industry products and applications. Proven experience in technical support, maintenance, and reactive service roles.
- Strong problem‑solving skills with the ability to work under pressure.
- Excellent communication and interpersonal skills.
- Valid UK driving license.
- Trade card ECS or equivalent
- H&S competence or IPAF/PASMA
Desirable Attributes
- Familiarity with the latest industry technologies and advancements.
- Ability to work independently as well as part of a team.
- Strong attention to detail and commitment to quality service.
Equality, Diversity and Inclusion
Ace Fire & Security Systems Limited is an equal opportunities employer and is committed to being a fully inclusive workplace. We work to ensure compliance with the guidelines set out in the Equality Act 2010 and follow our own Equality, Diversity and Inclusion Policy.
As an employer, we strive to create an inclusive environment where everyone feels respected, valued, and supported. We regularly review and update our policies and processes to ensure they reflect changes in legislation and the evolving needs of our people.
We are proud to be Disability Confident Committed and value the diversity of our workforce. We welcome applications from individuals of all backgrounds, regardless of age, disability, gender identity, marital status, race, religion or belief, sex, or sexual orientation
HEAD OFFICE St Martins Business Centre, Cambridge Road, Bedford, MK42 0LF. Tel: 08002496550 Fax: 01234855345
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