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.
Technical Support Engineer
We are looking for a Technical Support Engineer to provide answers and solutions for customer's technical questions by phone, email, ticketing system, or directly. Ensure a high and professional service to our customers in scope of wide range of electronic security systems including Video Surveillance (CCTV), Intrusion detection and Access Control products.
The Technical Support Engineer will report to the Technical Support Manager and
will be based in Gdańsk Poland.
Key responsibilities
• 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 our Solution Lab departments and product management teams.
• Keep the test equipment of the technical support department up to date.
• Ensure a high level of service towards in- and external customers.
• Maintain a high level of product knowledge.
• Provide technical trainings.
• Ensure a good and professional communication flow with customers and
internally with Solution Lab and PM teams.
• Provide support and customer's satisfaction in line with ACE goals and
improvements.
Objectives & tasks
• Answer incoming questions within the set target in a customer friendly way.
• Ensure the test location has an up-to-date product range.
• Build up a Knowledge Base of known applications, release notes, service notes,
FAQ's and bug issues.
• Provide technical high level answers and solutions for customer's questions by
phone, email, and site visit in a timely and correct manner.
• Evaluate incoming reports from customers in the field (application issues vs
product issues).
• Doing translations of technical documentation.
• Provide expertise on complex application issues.
• Conduct site and customer visits for product related issues.
• Recommend the best products against customer requirements.
• Support account managers in technical issues and events/seminars to present
and demonstrate Kidde Global Solutions products on a high level of professional
performance.
• Conduct technical trainings for internal and external customers.
• Validate specific solutions (performances, custom design).
Skills required
• Relevant experience in the Electronic Security sector – focused on security systems solutions.
• Professional experience of IP network.
• Good knowledge of Microsoft Office and Microsoft Windows environment.
• Knowledge of Kidde Global Solutions products is a plus.
• Patience, accuracy, focus on the goal.
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.
