Technical Support Representative

Kidde Global Solutions • Bradenton, FL

1d • $71,260 - $83,835

About The Position

This position is for a Technical Support Specialist in Aftermarket and Service who is under moderate supervision. Performs moderately complex on-site preventative maintenance, routine repair, and calibration after installation. Responsible for analyzing test readings, computer printouts, and trouble reports to determine equipment repair needs. Assists in orienting, training, and assigning work of technical/business support employees.

Requirements

• 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)
• 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
• Strong deductive reasoning skills.
• Familiarity with Windows Operating Systems

Nice To Haves

• Associate’s Degree
• Understanding of Ohms Law preferred
• Strong Interpersonal skills
• Experience working with commercial fire alarm control panels and detection products

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.

Benefits

• Individuals may be eligible for an annual performance bonus based on both individual and company’s performance.
• 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, company holidays), 401(k) with employer match, EAP assistance, and more.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED