Customer Solution Specialist (North East) in Newcastle upon Tyne

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 North East region.

Key Responsibilities

• Site Surveys & Assessments
  • Conduct comprehensive on-site and off-site surveys for customers, assessing requirements and identifying appropriate solutions.
  • Attend customer sites following break-ins or incidents to evaluate existing measures and recommend improvements.
  • Ensure all surveys and assessments are completed to a consistently high standard.
• Quotations
  • Prepare and issue quotations following customer surveys, converting quotes into orders where possible.
  • Raise SmartWater quotations, ensuring all documentation is accurate and complete.
  • Ensure pricing, orders, and customer details are processed in line with agreed procedures and commercial guidelines.
  • Support field-based sales colleagues and Operations by coordinating customer requirements.
• Customer Experience & Relationship Management
  • Serve as the primary point of contact for customers during the establishment of Customer Solutions, providing a professional, reassuring, and customer-focused presence.
  • 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 required.
  • 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 solution design.
  • Facilitate a seamless handover between survey, installation, and ongoing service.
  • Maintain accurate and timely records of site visits, findings, and customer interactions.
  • Identify recurring issues or opportunities for improvement and share insights with relevant teams.
  • Contribute to enhancing consistency, quality, and efficiency across survey and assessment processes.

Skills, Knowledge and Expertise

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

Key Measures of Success

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