Product Care Team Manager

Kidde Global Solutions is a world leader in fire & life safety solutions tailored for complex commercial facilities to homes, providing advanced solutions and services through brands including Kidde, Kidde Commercial, Edwards, GST, Badger, and Aritech.

• Several years of experience in product development, embedded systems, electronics engineering, or related technical fields.
• Experience leading technical teams in engineering, product development, or product support environments.
• Proven experience managing customer escalations and complex technical issues.
• Strong experience with structured problem-solving methodologies such as Root Cause Analysis (RCA) and 8D.
• Excellent communication, facilitation, organizational, and stakeholder management skills.
• Ability to define execution plans, prioritize activities, and drive teams toward successful outcomes.
• Good command of English, both written and spoken.
• Bachelor’s or Master’s degree in Electronics, Electrical Engineering, Computer Science, or related discipline.
• Ability to make sound decisions and manage competing priorities in a dynamic environment.

Nice to have:

• Experience with electronic security systems, intrusion products, or mission-critical devices.
• Knowledge of Hardware, Firmware, and Software development processes.
• Experience with global customer support organizations.
• Familiarity with sustaining engineering and product lifecycle management.
• Understanding of manufacturing processes and collaboration with production teams.
• Experience with Atlassian tools, particularly Jira and Confluence.

• Lead, develop, and manage a cross-functional Product Care engineering team.
• Facilitate Relentless Root Cause Analysis (RRCA) sessions to identify root causes and define corrective actions.
• Establish, prioritize, and monitor action plans for issue resolution.
• Oversee technical investigations and corrective actions by engineering team members.
• Coordinate collaboration among Engineering, Quality, Manufacturing, Product Management, and Customer Support teams.
• Own customer escalation management within the Product Care organization.
• Ensure thorough technical analysis and quality reporting for internal and customer communications.
• Maintain alignment and communication with Global Support teams regarding issue status and mitigation plans.
• Manage priorities and resource allocation based on customer impact and product risk.
• Identify recurring issues and drive initiatives to improve product reliability and customer experience.
• Monitor key performance indicators related to customer issues, response times, and corrective action effectiveness.
• Foster a culture of accountability, collaboration, customer focus, and continuous improvement.

The administrator of your data is Walter Kidde Portable Equipment, LLC located in Palm Beach Gardens, FL. Data processing complies with GDPR regulations for recruitment purposes. Providing mandatory data is necessary; other data is voluntary. Data is kept until recruitment completion or up to 24 months with consent. Rights include access, correction, deletion, restriction, transfer, objection, and complaint. Consent withdrawal possible anytime.