Customer Solution Specialist - North East (Leeds Area)

DeterTech | UK; Leeds; On-site; GBP 30,000 - 42,000; Full time

Job summary

DeterTech in Leeds seeks a Customer Solution Specialist to deliver a high-standard customer experience across the client base. The role involves conducting detailed site surveys and post-incident assessments to understand customer needs and provide fit-for-purpose solutions.

You will engage with Sales, Customer Success, Engineers and ARC teams to ensure clear communication and effective delivery, while maintaining records and improving service quality.

Qualifications

• Experience in a customer-facing role, ideally field-based or on-site.
• Strong interpersonal and communication skills with a commitment to excellent service.
• Ability to work independently, manage time effectively, and travel to client locations.
• Detail-oriented with problem-solving ability and objective assessment of situations.
• Confidently represent DeterTech in customer environments with professionalism.
• Collaborative mindset across multiple internal teams.

Responsibilities

• Conduct comprehensive on-site and off-site site surveys, assessing customer requirements and identifying suitable solutions.
• Prepare and issue quotations after surveys, converting quotes into orders where possible; raise SmartWater quotations with accuracy.
• Serve as primary customer contact during establishing Customer Solutions, delivering a professional, customer-focused presence.
• Maintain accurate records of site visits, findings, and interactions; escalate issues when required.

Skills

Customer-facing

Interpersonal skills

Independent work

Travel readiness

Problem solving

Accountability

Job description

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.

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 & 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.
• Full UK Drivers License

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.