Job Description

Job Description:

As North America’s #1 home fire safety brand, Kidde's mission is to provide solutions that protect people and property from the effects of fire and its related hazards. For more than 100 years, people have relied on Kidde to deliver superior fire detection and suppression.

About this role:

This position is for the role of Technical Support Representative at Edwards. In this role you will be responsible for all aspects of providing technical support to Edwards’ customers and business partners.

Key Responsibilities:

• Provide technical support via telephone, email, or chat.
• 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 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.
• Works under general supervision to provide product and technical support.
• 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.

Basic Qualifications:

• HS Diploma or GED.
• 3+ years’ installation & service experience.

Preferred Qualifications:

• Associate’s Degree.
• NICET Level I or higher in Fire Alarm Systems.
• Able to participate in an “On Call” rotation.
• Able to work in a team environment.
• Able to participate in a “Late Shift” rotation. (9-6PM M-Th, 8-5 Fr)
• Ability to work with limited supervision and generate results with limited instructions.
• Understanding of Ohms Law.
• Must be able to participate in a “Late Shift” rotation. (9-6 M-Th, 8-5 Fr)
• Must be proficient in the use of a DMM.
• Strong Interpersonal skills.
• Strong deductive reasoning skills.
• Familiarity with Windows Operating Systems.
• Experience working with commercial fire alarm control panels and detection products.

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