Technical Support Representative

Kidde Global Solutions • Bradenton, FL

3d • Onsite

About The Position

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.

Requirements

• HS Diploma or GED
• 3+ years’ troubleshooting, installation & service experience
• Candidates should ideally reside within a commuting distance (e.g., 30 miles) of our Bradenton office

Nice To Haves

• NICET 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

Responsibilities

• 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

Benefits

• Individuals may 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, 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