Technical Support Specialist

Location:

CABRA: Bradenton Florida 8985 Town Center Parkway, Bradenton, FL, 34202 USA

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