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Technical Support Rep

4 months ago

Bradenton, United States Butler America Aerospace Full time
Job DescriptionJob Description

Technical Support Rep (Fire Alarm & Detection products)

Location: Bradenton, FL (34203)

Job ID: #69330

Pay Range: $37.00 - $41.00

On-site only position

SCHEDULE:
-1st Shift - 8a-5p
- Must participate in an "On Call" rotation. (after onboarding process has been completed)
- Willing to travel to customer sites ~40%

*** Position open to Fire Alarm Technicians w/ 3+ years' experience working with Commercial Fire Alarm Control Panels & Detection Products

*** Position open to Fire Alarm Support Reps w/ 3+ years' experience working with Commercial Fire Alarm Control Panels & Detection Products

The Company - For 150+ years this American owned Global Corporation has sold and supported Fire Prevention & Detection Equipment and Services. The company has yearly revenues of $20+ billion, with over 57k employees serving customers in 160 countries on six continents

KEY RESPONSIBILITIES

  • Provide Technical Support via telephone, email, or other IT based tools.
  • 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 for technical field problems requiring attention to detail.
  • Answer incoming phone calls regarding issues for 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.
  • Option to assist in generating articles for Field Connections and Kidde Insight quarterly newsletters.
  • Responds to basic customer inquiries related to installation, modification, upgrade, maintenance and repair of the company products or equipment purchased.
  • Escalate product related issues to the Quality Team through our QIT tracking tool.
  • Troubleshoots Technical Problems and issues, with assistance from STSS, or (TS) Technical Solutions Engineer.
  • Develops a general understanding of supported products and troubleshooting processes.
  • Completes product e learning courses for supported products.
  • Attend any relevant instructor led training for supported products.
  • Mentor Technical Support Representatives (TSR) contributing to the overall growth of the (TS) Tech Support Team.
  • May be the Tech Support Product Lead for New Product Development or Sustaining Engineering projects.
  • The Product Lead will interface with the Engineering Team providing feedback on Quality issues, Product development or enhancements.
  • May assist in the development of product training modules for the Technical Support team.
  • Potential to create/generate material for Tech Talk Tuesday Webinars.


BASIC QUALIFICATIONS

  • HS Diploma or GED
  • 3+ years' experience working with Commercial Fire Alarm Control Panels & Detection Products
  • Must be able to participate in an "On Call" rotation. (after onboarding process has been completed)
  • Must be able to participate in a "Late Shift" rotation. (9A-6P EST Mon-Thu) to support West Coast customers. (after onboarding process)
  • Willing to travel to customer sites ~40%
  • 1+ years' experience using a Digital Multimeter (DMM)


PREFERRED QUALIFICATIONS

  • AS Degree or equivalent
  • Must be able to work in a team environment.
  • Must have ability to work with limited supervision and generate results with limited instructions.
  • Understanding of Ohms Law.
  • Possess moderate to advanced troubleshooting skills.
  • Strong deductive reasoning skills.
  • Proactive thinker/ self-starter.
  • Strong Customer Service skills.
  • Strong Interpersonal skills.
  • Understand basic IT networking concepts.
  • NICET Level I or higher in Fire Alarm Systems
  • Experience programming and/or troubleshooting EST-4,IO or VS Fire Alarm Control panels.
  • Experience with Fireworks Graphical Incident Management Integration Command/Control System (stand-alone and Network versions)
  • Experience specifically in the following Edwards Products: MN-COM1S RS232 to Ethernet Interface Module Experience with Legacy Edwards ™ products
  • MN-FNS Series Ethernet Switches, Vesda Air Aspirating products are a plus but not required


Benefits provided: 401K, medical, dental, and vision, sick time as applicable to state law.

Butler America Aerospace, LLC. is proud to provide an equal opportunity workplace and be an affirmative action employer. Consider Butler because we are committed to hiring and retaining a diverse workforce. We recognize that we thrive on diversity and inclusion for the benefit of our employees, our customers, and the communities where we are located. Employment decisions are made without regard to race, color, religion, gender, national origin, ethnicity, veteran status, disability status, age, sexual orientation, gender identity, gender expression, marital status, mental or physical disability or any other legally protected status.

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