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03/04/2018 / Graham Lowe

Developing an Holistic Service offering


Simon Massey, Technical Support and Training Section Leader, explains why manufacturers of life safety solutions should educate customers on new technological advances, and boost their awareness of life safety legislation and standards.

In the last 100 years, there have been substantial changes to the ways in which life safety systems are designed and made.

In 2018, panels and devices need to be much more complex in order to suit modern day life and comply with the greater number of standards and regulations. For example, L@titude, Hochiki Europe’s new life safety platform, allows facilities managers and those responsible for fire safety in a property to rapidly locate and examine any incidents occurring across their premises, in real-time, from any location. It can even record up to 1,000 events and incidents, providing a detailed history of activity.

With more of these intelligent systems becoming engrained in our society, it is vital to ensure our customers and partners receive the highest levels of technical support and guidance. In fact, in a recent Hochiki Europe customer survey, 20% of respondents said that technical support is the most important factor to them when working with a fire detection manufacturer.

As one of the world’s leading life safety system manufacturers, we know it’s essential to keep stakeholders aware, not only of changes to legislation and regulation, but also of the full technical capabilities of the exciting new products we’re creating. There are a number of key ways in which we address this. For example, our series of training modules devised and carried out by the Hochiki Europe Technical Support Team, give professionals the knowledge and support to confidently select, install and maintain our systems.

Each module introduces a different Hochiki Europe product offering. These sessions can range from simple half-day overviews to more hands-on, one to two-day system installation courses. The majority of these take place in our dedicated Training Centre at our Gillingham Head Office, although Hochiki Europe’s Technical Support Team are also able to travel to conduct programmes at a customer’s premises if required.

To further support those who make use of Hochiki Europe products in their business, we offer CPD registered and CIBSE-accredited educational seminars on topics including; Visual Alarm Devices (VADS), hybrid wireless systems, false alarm reduction, BS 5839 and BS 5266. These CPD courses have been specifically designed to share best practice information with installers, specifiers, consultants, architects and anyone else who is concerned with commercial fire detection or emergency lighting.

There is also a range of reference literature available from our website, including technical documents, product guides and more in-depth whitepapers. We’ve most recently released a free-to-download whitepaper examining the debate around fire safety within Houses of Multiple Occupation (HMOs). This document, available from our new website, looks at the use of mixed Part 1 and Part 6 systems in these premises.

At Hochiki Europe, we find that some customers or technical engineers require additional support post-sale. To meet their expectations, representatives from our technical support team are always on hand via telephone and email to offer free product installation guidance and training to customers with life safety queries, as well as being able to conduct site visits if required. We also work with a group of over twenty systems partners to offer additional project solutions, and provide full technical support on projects from early inception through to final handover.

All incoming support requests we receive are logged and evaluated. These can range from information on a product number to choosing the correct technology for a certain application. By listening to our customers’ concerns, we continuously identify opportunities where we can offer further training and support, in line with our commitment to providing the highest standard of aftercare.

Having reached our 100-year anniversary, we’re not only looking back at how far we’ve come in terms of technological advances, but also looking forward. We’re always thinking about how we can further enhance our life safety technology and ensure we’re giving customers and partners the best possible support for their projects, before, during and after installation.

To get in touch with the Hochiki Europe technical support team, call 01634 260 133 (option 2 for technical support), or email

About Simon Massey

Simon Massey is Technical Support and Training Section Leader at Hochiki Europe. Along with his team of four employees, Simon’s department is responsible for providing support and training on fire detection and alarm equipment to customers in the UK and worldwide. This includes ensuring clients in sectors – such as government, healthcare and education – are equipped with the highest standard of knowledge on life safety products and services.

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