Arecont Vision Costar’s technical services organization includes field application engineers who primarily provide pre-sale technical and configuration support. This includes both remote and onsite assistance to authorized security dealers and integrators, working in conjunction with both the Arecont Vision Costar’s inside sales team and the regional sales managers and sales directors based in their geographic regions.
Technical support engineers are also critical members of the technical services team, focused on post-sales customer issues, ranging from diagnosing hardware and software issues to troubleshooting complex situations to resolve problems.
“I’m delighted that Troy is now onboard in this key role, leading our pre- and post-sales technical support organizations,” states Shane Compton, CTO and general manager, Arecont Vision Costar. “His experience creating winning products and his many years working directly with customers make Troy a huge asset to our growing team. I have no doubt that his efforts will help to that we deliver the best support in the industry to our customers around the world.”
Arecont Vision Costar implemented a new corporate mandate in 2019 to deliver the industry’s best customer experience. The initiative is based on three key pillars, which are customer support, product quality, and product innovation. All aspects of the company are oriented toward achieving and maintaining this initiative, according to an announcement.
Fairchild previously served in a consulting role in which he led the company’s implementation of an entirely new customer support portal, enabled by Zendesk, a customer service software company.
The new system is said to simplify the processes and reduce the time involved in obtaining support from the technical assistance center, provide improved communications with the customer and engage any others needed throughout the Arecont Vision Costar organization to resolve the issue the customer is experiencing.
Support call wait times have already been reduced, RMAs now typically ship in 24 hours or less, and an informative new knowledge base has been created that is available to customers and team members alike through the portal.
“The enthusiasm and expertise that our technical services team members have for assisting our customers is truly exceptional,” says Fairchild. “The excitement and commitment that they have shown in implementing our new customer support portal and in addressing customer needs will go a long way to ensuring high levels of customer satisfaction as they experience our new tools and processes.”
Fairchild most recently served as director of global technical services for Pelco by Schneider Electric, capping a 16-year career with the company. He formerly served the company as director of international product support, as a senior engineering manager, as a software engineer team leader, and as a software engineer. Prior to Pelco, he served as development manager for Vision One and as a software developer for Terrace Consulting.
Fairchild is based at the Costar Technologies office in Clovis, Calif., located in Arecont Vision Costar’s new Advanced Technology Center (ATC).
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