Technical Support Representative

Technical Support Representative

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.

This position is for a staff Production and Technical Service Representative who is under moderate supervision. Responsible for troubleshooting technical problems and issues, determining technical solutions in accordance with product and customer specifications, and recommending actions to customers, customer service representatives, sales representatives or field staff for coordinated product solution. Assists in orienting, training, and assigning work of technical/business support employees.

Key responsibilities include:

• Provide technical support via telephone, email, or chat.
• 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 to technical field problems requiring attention to detail.
• Answer incoming phone calls regarding issues with 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.
• Works under general supervision to provide product and technical support.
• Responds to basic customer inquiries related to installation, modification, upgrade, maintenance, and repair of the company products or equipment purchased.
• Troubleshoots technical problems and issues, with assistance from TSS, STSS, or TS Engineer.
• Develops a general understanding of entry-level products and troubleshooting processes.
• Completes product e-learning courses for entry-level or over-the-counter products.
• Attends any relevant instructor-led training.
• On-call rotation after 1yr of employment.
• Late shift rotation, 9-6 Mon-Thurs and 8-5 Fri, after 1yr of employment.

Basic qualifications include:

• HS Diploma or GED
• 3+ years' troubleshooting, installation & service experience

Preferred qualifications include:

• NIET Certification
• Edwards/Kidde experience, or similar product experience
• Adapt to team environment in an office setting
• Self-starter and self-motivated to address customer issues if the need arises, with limited instruction
• Low Voltage or Electrical background, can include Access control and Security experience
• Knows what and how to use a Digital Multi-Meter
• Technical Aptitude and Critical Thinking
• Ability to navigate multiple tools and software to perform daily tasks
• Knowledge in IT and basic concepts such as: PC Hardware and Software troubleshooting, i.e SQL Server
• Basic networking infrastructure knowledge
• Cybersecurity knowledge
• High Availability knowledge

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 $68,850.00 – $81,000.00. Individuals may also be eligible for an annual performance bonus based on both individual and company's 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.

Kidde Global Solutions is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.