Field Retentions Engineer

Overview

As a Field Retentions Engineer at Verisure, you help protect customers by keeping their security solutions reliable and aligned with their needs. You work in the field, servicing alarms and guiding customers through value-driven retention options. You resolve escalated issues and demonstrate best-in-class service to reduce cancellations. This role sits at the intersection of technical service and customer experience, contributing to Verisure’s growth and customer loyalty. You will engage with cross-functional teams to ensure customers stay protected and satisfied.

Pay / Benefits

• Company van provided with optional personal use
• Fuel card for business miles
• Company smartphone
• Birthday off
• Uncapped commission scheme
• Pension plan

Responsibilities

• Handle escalated high-level complaints from customers
• Install and provide technical assistance and routine maintenance on Verisure systems with focus on first-time fixes
• Provide thorough walkthroughs of the Verisure Alarm system to customers
• Establish and manage long-term customer relationships
• Identify reasons customers consider leaving and propose value-based retention benefits
• Promote solutions that best serve customer security and retention
• Troubleshoot issues and address repeat false alarms
• Manage stock materials and company vehicle maintenance according to schedules

Key requirements

• Strong English communication and team collaboration
• Ability to initiate and sustain conversations and resolve ongoing issues
• Motivation to meet performance and customer targets
• Customer-oriented with passion for excellent experiences
• Clean manual driving licence
• Engineering/Technical/Retentions/Sales experience: 1 year (preferred)

• Customer focus
• Communication
• Team player
• Alarm system installation/maintenance
• Technical troubleshooting
• First-time fix capability

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