Arecont Vision Costar, a provider of network-based video surveillance solutions, announced the appointment of Troy Fairchild as vice president of technical services, Costar Technologies Inc.
Arecont Vision Costar’s technical services organization includes skilled field application engineers who primarily provide pre-sale technical and configuration support. This includes both remote and onsite assistance to authorized 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 are also critical members of the technical services team, focused on post-sales customer issues, ranging from diagnosing hardware and software issues to troubleshooting complex situations to resolve problems.
“I’m delighted that Troy is now onboard in this key role, leading our pre- and post-sales technical support organizations,” 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 so that we 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: customer support, product quality and product innovation. All aspects of the company are oriented toward achieving and maintaining this initiative.
Prior to accepting this position, 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, provides improved communications with the customer and engages any others needed throughout the Arecont Vision Costar organization 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,” Fairchild said. “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 in ensuring high levels of customer satisfaction as they experience our new tools and processes.”
Fairchild most recently served as director of global technical services for Pelco by Schneider Electric, capping a 16-year career with the company. He previously served the company as director of international product support, senior engineering manager, software engineer team leader and software engineer. Prior to Pelco, he served as development manager for Vision One Inc. and as a software developer for Terrace Consulting.
Fairchild is based at the Costar Technologies Inc. Clovis, Calif. office, in Arecont Vision Costar’s new Advanced Technology Center. He holds a Bachelor of Science in business administration from California State University Fresno. Fairchild is currently working to complete an MBA degree.
Visit Arecont Vision Costar online at www.arecontvision.com to learn more about the company.