Technical Support Specialist
Job Number: 7930
External Description:
30179214 – Lead Product & Technical Service Technician
Location: Bradenton, FL
Base Salary Rate: $71,432.00 - $84,038.00
Job type: Full-time
Where Fire Safety Innovation Meets Opportunity
As part of Kidde Global Solutions Commercial Fire Business Unit, you’ll be part of a legacy of leadership in fire safety, working with cutting-edge technologies that protect lives and property worldwide. With a recent $10M investment in product innovation, we’re committed to expanding our impact and providing dynamic opportunities for growth within our team. You’ll be part of a company that prioritizes quality, integrity, collaboration, and customer care, with the resources, training, and incentives to ensure your success every step of the way. If you’re ready to take the next step in your career and be part of an innovative, mission-driven team, apply now.
About This Role
As a Technical Support Specialist at Edwards, you will be responsible for all aspects of providing technical support to Kidde™ customers.
Key Responsibilities
Provide technical support via telephone, email, or other IT based tools.
Follow predefined procedures to identify, evaluate, solve, and escalate product related issues.
Help to reduce technical field installation time and application errors.
Ensure accuracy of technical information provided to customers.
Provide timely solutions for technical field problems requiring attention to detail.
Answer incoming phone calls regarding issues for Fire Alarm and Detection products. (Approx. 15-20 calls/day)
Identify and document the problem summary and description as described by the customer as well as record the call details in the Customer Relations Management (CRM) tool following the documented processes.
Option to assist in generating articles for Field Connections and Kidde Insight quarterly newsletters.
Responds to basic customer inquiries related to installation, modification, upgrade, maintenance and repair of the company products or equipment purchased.
Escalate product related issues to the Quality team through our QIT tracking tool.
Troubleshoots technical problems and issues, with assistance from STSS, or TS Engineer.
Develops a general understanding of supported products and troubleshooting processes.
Completes product e learning courses for supported products.
Attend any relevant instructor led training for supported products.
Mentor Technical Support Representatives (TSR) contributing to the overall growth of the TS Team.
May be the Tech Support Product Lead for New Product Development or Sustaining Engineering projects. The Product Lead will interface with the Engineering team providing feedback on Quality issues, Product development or enhancements.
May assist in the development of product training modules for the Technical Support team.
Potential to create/generate material for Tech Talk Tuesday Webinars.
Basic Qualifications
HS Diploma or GED
5+ years’ experience working with commercial fire alarm control panels and detection products.
1+ year of experience with Digital Multi Meter (DMM).
1+ year of experience in an “On Call” rotation. (after onboarding process has been completed)
Preferred Qualifications
Associate’s Degree
NICET Level I or higher in Fire Alarm Systems
Experience programming and/or troubleshooting EST-4,IO or VS Fire Alarm Control panels.
Experience with Fireworks Graphical Incident Management Integration Command/Control System (stand-alone and Network versions)
Experience specifically in the following Edwards Products:
MN-COM1S RS232 to Ethernet Interface Module
Experience with Legacy Edwards ™ products, MN-FNS Series Ethernet Switches, Vesda Air Aspirating products are a plus but not required.
Must be able to work in a team environment.
Must be able to participate in a “Late Shift” rotation. (9A-6P EST Mon-Thu) to support West Coast customers. (after onboarding process)
Must be able to clearly speak and write English.
Must have ability to work with limited supervision and generate results with limited instructions.
Understanding of Ohms Law.
Possess moderate to advanced troubleshooting skills.
Strong deductive reasoning skills.
Proactive thinker/ self-starter.
Strong Customer Service skills.
Strong Interpersonal skills.
Understand basic IT networking concepts.
Willing to travel to customer sites ~40%
If all preferred qualifications are met, remote work will be considered.
Candidates willing to relocate full time to Bradenton, FL will be eligible for a sign on bonus.
What You Will Gain
Health Coverage: Choose from three medical plans, dental, and vision options
Financial Protection: Health Savings Accounts (HSA), Flexible Spending Accounts (FSA), Life, AD&D, and Disability Insurance
Paid Time Off: Vacation, sick days, company holidays, and various leave options (parental, FMLA, etc)
Employee Support: EAP, adoption/surrogacy assistance, additional voluntary health benefits
Retirement: 401(k) plan with employer match
Compensation and Benefits:
The base salary range for this role is $71,432.00 - $84,038.00. Individuals may also be eligible for an annual performance bonus based on both individual and company performance. The final compensation for this position will be set based on the individual’s knowledge, skills, and experience as it relates to the job requirements. Kidde Global Solutions is committed to providing a competitive benefits package to our employees including medical, dental, and vision coverage, life and disability insurance, retirement plan, paid time off (vacation, sick, holidays), and more.
Kidde Global Solutions Overview
Kidde is the world’s largest manufacturer of fire safety products. Each day, we work to expand upon our legacy of innovation, providing advanced solutions to protect people and property from fire and related hazards. While we’re a leading manufacturer of fire safety products, there’s more to safety than equipment and technology. From collaboration with builders and dealers to community initiatives to partnerships with non-profits, Kidde Commercial is committed to working together to create a safer world.
Job Number: 30179214
Community / Marketing Title: Technical Support Specialist
Location_formattedLocationLong: Florida, US