Kidde Global Solutions · 7 hours ago
Technical Support Representative
Bradenton, FL
Full-time
Onsite
Mid Level
$71K/yr - $84K/yr
3+ years expKidde Global Solutions is a global technology leader in fire and life safety solutions. The Technical Support Representative role involves providing technical support, performing maintenance and repairs, and ensuring proper functioning of equipment while assisting customers with their inquiries.
Building MaterialPublic Safety
Responsibilities
Provide technical support via telephone, email, or chat
Installs, tests, services and repairs moderately complex equipment to conform with company operating specifications and customer requirements
Inspects equipment on a regular basis to ensure proper functioning and provides moderately complex repair services as needed
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
Monitors security stock level, timely ordering and delivery of inventory to work sites
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
Qualification
Required
High School Diploma or Equivalent
3+ years of installation/service experience in a Technical Support role
Must be able to participate in a 'Late Shift' rotation. (9-6 M-Th, 8-5 Fr)
Preferred
Associate's Degree
Must be able to work in a team environment
Must be able to participate in an 'On Call' rotation
Must be able to speak and write English
Must have the ability to work with limited supervision and generate results with limited instructions
Must be proficient in the use of a DMM
Understanding of Ohms Law preferred
Strong deductive reasoning skills
Familiarity with Windows Operating Systems
Nice Level I
Strong Interpersonal skills
Experience working with commercial fire alarm control panels and detection products
Benefits
Medical, dental, and vision coverage
Life and disability insurance
Retirement plan
Paid time off (vacation, sick, company holidays)
401(k) with employer match
EAP assistance
And more.
Company
Kidde Global Solutions
Kidde Global Solutions supplies fire protection and life safety products for commercial and residential use.
Founded in 2024Palm Beach Gardens, Florida, USA
5001-10000 employees
Funding
Current Stage
Late StageCompany data provided by crunchbase