Technical Support Specialist

The Next Level of Fire & Life Safety Leadership

With more than two centuries of combined history, brands like Kidde, Kidde Commercial, Edwards, GST, Badger, Gloria and Aritech have been leading the way in protecting people and property around the world. Now, we’re taking that leadership to the next level. Kidde Global Solutions brings together the most trusted and iconic brands in safety, building upon our shared experience and expertise to address the needs and challenges of more customers in more places. With an unmatched portfolio of solutions and services, and a commitment to constant innovation we’re elevating the standards for an entire industry – and establishing the next level of fire and life safety leadership.

At Kidde Global Solutions, you’re joining a global technology leader in fire and life safety solutions and our employees are the heart of it all. With industry-defining brands in life safety and security, you’ll be part of a legacy of leadership working with cutting-edge technologies that protect lives and property worldwide. As a leading fire safety brand, our mission is to provide solutions that protect people and property from the effects of fire and related hazards. 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!

Technical Support Specialist

Location: Bradenton, FL 

Base Salary Rate: $75,659.00 to $89,010.00

Job type: Full-time

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

• High School Diploma or GED
• 3+ 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, 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.
• Secondary language to support customers outside of the U.S. is a plus.
• Must have ability to work with limited supervision and generate results with limited instructions.
• Understanding of Ohms Law.
• Possess moderate to advanced troubleshooting skills.
• Strong deductive reasoning skills.
• Proactive thinker/ self-starter.
• Strong Customer Service skills.
• Strong Interpersonal skills.
• Understand basic IT networking concepts.
• Willing to travel to customer sites ~40%
• If all preferred qualifications are met, remote work will be considered.
• Candidates willing to relocate full-time to Bradenton, FL may be eligible for a sign on bonus.

Compensation and 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.  

World Leaders in Fire and Life Safety

Kidde Global Solutions is a world leader in fire & life safety solutions tailored for complex commercial facilities to homes. Through iconic, industry-defining brands including Kidde, Kidde Commercial, Edwards, GST, Badger, Gloria and Aritech, we provide residential and commercial customers with advanced solutions and services to protect people and property in a wide range of applications, all around the globe.

Kidde Global Solutions is an Equal Opportunity Employer and prohibits discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, veteran status, or any other status protected by federal, state, or local laws.