Field Retentions Engineer

Overview

In this Field Retentions Engineer role, you protect existing customers by resolving retention issues and maintaining Verisure alarm systems on site. You’ll work to understand why customers consider leaving and demonstrate benefits to keep accounts active, while delivering high-quality service and first-time fixes. You will build long-term relationships, troubleshoot alarms, and coordinate with field operations to ensure customer security. This role combines technical installation/maintenance with a focus on customer experience, within a market-leading security provider.

Pay / Benefits

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

Responsibilities

• Handle escalated, high-level complaints
• Install and perform routine maintenance with emphasis on first-time fix
• Provide detailed explanations of the Verisure Alarm system to customers
• Establish and manage long-term customer relationships
• Identify reasons for churn and articulate retention benefits
• Promote the best security solution to retain accounts
• Troubleshoot issues and address repeat false alarms
• Manage stock materials and company vehicle maintenance per schedule

Key requirements

• Strong English communication skills
• Ability to initiate and sustain customer conversations and take ownership of issue resolution
• Target-driven with a track record of meeting performance and customer targets
• Customer-oriented with passion for delivering exceptional experiences
• Clean manual driving licence
• Engineering/Technical/Retentions/Sales experience: 1 year (preferred)

• Customer-centric
• Team player
• Excellent communicator
• Security systems installation and maintenance
• Technical troubleshooting of alarms
• On-site support and routine servicing

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