Arecont Vision Costar, the provider of network-based video surveillance solutions, announces appointment of Troy Fairchild as Vice President of Technical Services, Costar Technologies, Inc.
Arecont Vision Costar’s Technical Services organisation includes skilled Field Application Engineers (FAEs) who primarily provide pre-sale technical and configuration support. This includes both remote and onsite assistance to authorised 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 (TSEs) are also critical members of the Technical Services team, focussed on post-sales customer issues, ranging from diagnosing hardware and software issues to troubleshooting complex situations to resolve problems.
Delivering the best support in the industry
Arecont Vision Costar implemented a new corporate mandate in 2019 to deliver the industry’s best customer experience“I’m delighted that Troy is now onboard in this key role, leading our pre- and post-sales technical support organisations,” said Shane Compton, Chief Technical Officer 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 us to 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. This initiative is based on three key pillars, which are Customer Support, Product Quality, and Product Innovation. All aspects of the company are oriented towards achieving and maintaining this initiative.
Improved customer communications
Prior to accepting this position, Mr. Fairchild served in a consulting role in which he led the company’s implementation of an entirely new Customer Support Portal, powered by Zendesk. The new system simplifies the processes and reduces the time involved in obtaining support from the Technical Assistance Center (TAC), provides improved communications with the customer, and engages any others needed throughout the Arecont Vision Costar organisation 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"
“The enthusiasm and expertise that our Technical Services team members have for assisting our customers is truly exceptional,” commented Mr. 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.”
Worked with reputed organisations
Mr. Fairchild most recently served as Director of Global Technical Services for Pelco by Schneider Electric, capping a sixteen-year career with the company. He previously successfully 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 Inc. and as a Software Developer for Terrace Consulting.
Mr. Fairchild is based at the Costar Technologies, Inc. Clovis, California office, in Arecont Vision Costar’s new Advanced Technology Center (ATC). He holds a Bachelor of Science (BSc) in Business Administration degree from California State University Fresno. Mr. Fairchild is currently working to complete an MBA degree.