Technical Support Representative

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!

Location: Bradenton, FL
Base Salary Rate: $71,260.00 - $83,835.00
Job type: Full-time

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.

• 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 elevate 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.

• 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)

• 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…