Job Description
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.
Product Support Manager
Localização: Vila Olímpia, São Paulo – SP
Tipo de Contratação: Efetivo | Tempo Integral
Responsibilities
• Coordinate, manage, allocate and prioritize resources and capabilities to deliver a world-class training and pre and post-sales technical support to the existing and prospective FSP LATAM customer base, as well as the sales team and other internal stakeholders.
• Create and maintain a regional technical and commercial training schedule that will guarantee access to our customers and internal sales stakeholders with opportunities to obtain product, solution and technology knowledge to assist in the commercialization and promote sales growth.
• Develop a plan to ensure that the “Training and Product Support resources” will maximize its uptime to ensure the highest level of availability for training and product support needs for sales people and customers.
• Develop a “Train The Trainer” program for its direct reports and other internal/external resources to offer sales and technical training to our customers.
• Proactively and timely assist the sales process with technical specifications, product/marketing materials and the submission of a complete Bill of Materials (BOM) and/or product/solution demonstrations to accurately meet our customers' needs.
• Ensure that the marketing organization will have timely technical support at major and regional tradeshows and sales events.
• Design a training and support structure that will guarantee local capable resources to respond to complex system design requests and customer needs, technical support and product/solution recommendations.
• Make sure that the product support organization will have readily available resources to contribute with the specification of new projects for a broad spectrum of end users through the elaboration of RFP (request for proposal) / RFI (request for information) / RFQ (request for quotation) and a permanent contact with engineering and A&E (architects and engineers) community in collaboration with the sales team stakeholders.
• Guarantee that the Training and Product Support organization will have all the technical resources at its disposal, such as product simulators, product demos, software licenses, network infrastructure and all other prerequisites to function properly, including, but not limited to communications infrastructure, laptop computers, servers and network equipment.
• Escalate product support requests to the appropriate stakeholders, including factory technical support, product management, engineering and third-party providers until full resolution of the said requests and, if applicable, the formulation of a resolution plan.
• Ensure that his/her organization will make use of the appropriate communication channels for addressing issues and provide resolution according to company policies and minimum traceable communications to facilitate the creation of a knowledge base, for quality purposes and the escalation to other stakeholders or levels of support.
• Create a product support standard work to be followed by his/her direct reports, with clear metrics and performance indicators about issue resolution, training delivery and customer satisfaction.
• Conducts pre-sale and post-sale support activities (without quotas) that involves identification of customer product needs. Conducts feasibility and performance studies and analyses. Provides support for activities related to sales engineering and sales applications. Provides technical advice regarding products to customers.
Qualifications
• Minimum 5 years of experience in training and/or product support function.
• Ability to lead by example, coaching people and ensure adequate level of product support.
• Be able to quickly allocate training and product support resources depending on demand and priorities
• English and Spanish and/or Portuguese to have regional-wide communication skills for the job.
• Being able to speak and give presentations in public to audiences of more than 50 people.
• Advanced knowledge in the Office suite.
• Relationship skills and interpersonal communication, using tact and diplomacy in interacting with clients, end users, and co-workers.
• Work on flexible schedules and availability to travel with little or no advance notice.
• Ability to identify, evaluate, solve and escalate complex product and solution problems.
• Interpersonal communication skills.
• Possess and maintain the minimum technical certifications to work with the equipment of the defined scope for the position.
• Basic knowledge of project planning and execution.
• Know the company's Policy and System of EH&S, as well as, contribute to its achievement.
• Use personal protective equipment (PPE) according to the work area as well as the training.
Other requirements
• Bachelor’s Degree in Electric/Electronic, Systems, Software, Mechanical Engineering.
• Proven experience of not less than five (5) years in a previous role in technical/product support and/or training role.
Benefits
• Medical Insurance AMIL
• Dental Insurance AMIL
• Meal Voucher
• Transportation Voucher
• Educational Assistance Program
• Annual Profit Sharing Program (PLR)
• Private Pension Plan
• Life Insurance
• Free Parking
World Leaders in Fire and Life Safety
Kidde Global Solutions is a world leader in fire & life safety solutions tailored for complex commercial facilities to homes. Through iconic, industry-defining brands including Kidde, Kidde Commercial, Edwards, GST, Badger, Gloria and Aritech, we provide residential and commercial customers with advanced solutions and services to protect people and property in a wide range of applications, all around the globe.
