Technical Support Manager

THE POSITION IN A NUTSHELL

Sciens Building Solutions is seeking a Technical Support Manager responsible for the efficiency, quality, and accuracy of estimating; field technician quality and execution, developing and delivering training curriculums and development of new product offerings – all in conjunction with the sales, engineering, and operations departments.

• Develop, maintain and deliver a fire alarm system, programming, and smoke control training curriculum for sales, engineering, project management, and field technicians (four levels of these programs should be developed for beginner, intermediate, advanced, and expert).
• Identify training needs for each technician.
• Create and maintain training development paths and associated training records for all field technicians.
• Create an Expert Technical Support Specialist (ETSS) group.
• Identify technicians with required potential and develop them to expert level.
• Meet regularly with ETSS group to discuss and evaluate their skill levels and responsibilities.
• Create a quantifiable evaluation system for advanced and expert technician levels.
• Provide training and mentoring to technicians to achieve advanced and expert certification levels.
• Ensure training room has adequate equipment to support delivery of training classes.
• Review and sign off on all smoke control system designs during bid process to ensure they meet the Company’s quality standards and code requirements.
• Review and sign off on all smoke control system designs before submittal to the Authority Having Jurisdiction (AHJ) to ensure they meet the Company’s quality standards and code requirements.
• Maintain membership and participate in state and national fire code organizations.
• Assist field personnel with resolving complex field technical issues.
• Work with sales to standardize estimating; assist sales with estimating complex fire alarm systems.
• Monitor, evaluate, and keep current fire alarm system tools and equipment to ensure we have the most efficient and up-to-date tools and equipment.
• Interface and assist with the AHJ’s and architects/engineers, as needed, to resolve conflicts in design and code.
• Assist with identifying, recruiting, and hiring new advanced and expert level technicians.
• Monitor and send out correspondence related to equipment, software updates, and recalls.
• Work with local sales and national staff to develop new product offerings.
• Participate in analysis of such offerings, business case definition, creation of training materials, and knowledge transfer to Company personnel.
• Provide feedback to management regarding progress against established goals and objectives.
• Work independently, or with others as a team, to complete all tasks and related job responsibilities.
• Responsible to ensure all employees embrace our safety culture and comply with all safety initiatives.

• Must be a Professional Fire Protection Engineer.
• At least 10 years of experience designing complex fire systems with extensive knowledge of the California Building Code, California Building Fire Code, California Building Mechanical Code, and California Building Electrical Code, along with NFPA 72.
• Must have the ability to comprehend and correctly apply these codes to system designs.
• Strong leadership, good written and verbal communication skills, along with software knowledge of AutoCAD and the entire suite of Microsoft products.
• Possess strong training skills; must have the ability to train, develop, and evaluate others.
• Ability to effectively communicate to a diverse group of individuals, including Company leadership, regional staff, customers, and vendors.
• Strong, positive team builder with effective time management skills and the ability to multi-task.
• NICET…