Technical Support Engineer

Kidde Global Solutions is a global technology leader in fire and life safety solutions, combining brands such as Kidde, Kidde Commercial, Edwards, GST, Badger, Gloria, and Aritech. The company provides advanced fire and life safety solutions tailored for complex commercial facilities and homes worldwide. It is a world leader in fire & life safety with a commitment to innovation and customer care.

• Relevant experience in the Electronic Security sector focused on security systems solutions
• Professional experience with IP networks
• Good knowledge of Microsoft Office and Microsoft Windows environment
• Knowledge of Kidde Global Solutions products is a plus
• Patience, accuracy, and focus on goals

• Telephone, dial-in, and email support of electronic security products
• Manage and prioritize requests
• On time resolution of complaints
• Cross-functional responsibility to resolve technical issues (software and hardware) with Solution Lab departments and product management teams
• Keep the test equipment up to date
• Ensure a high level of service to customers
• Maintain high product knowledge
• Provide technical trainings
• Ensure professional communication with customers and internal teams
• Provide support and customer satisfaction aligned with ACE goals
• Answer incoming questions in a customer-friendly manner
• Ensure test location has up-to-date product range
• Build a Knowledge Base including release notes, service notes, FAQs, and bug issues
• Provide timely and correct technical answers and solutions by phone, email, and site visits
• Evaluate incoming reports from customers
• Translate technical documentation
• Provide expertise on complex application issues
• Conduct site and customer visits for product-related issues
• Recommend best products per customer requirements
• Support account managers with technical issues and demonstrate products at events/seminars
• Validate specific solutions (performance, custom design)

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