What are the responsibilities and job description for the Technical Support Specialist position at Kidde-Fenwal LLC?
Technical Support Specialist
Company Overview
KiddeFenwal is a global leader in the design and manufacturing of industrial and commercial fire suppression systems and safety controls. Our trusted brands—Kidde Fire Systems and Kidde Fire Protection—deliver certified fire detection, suppression, and control solutions across the industrial, commercial, and marine sectors. Fenwal Controls supports OEMs with gas ignition, temperature control, and overheat detection products.
Headquartered in Ashland, Massachusetts, we operate globally with facilities in the United States, United Kingdom (KFI-UK), and India (KTI-India). Learn more at www.kiddefenwal.com.
Our Purpose
We protect lives, livelihoods, and iconic assets through innovative solutions, strong partnerships, and an unwavering commitment to customer satisfaction. Built on a foundation of integrity and safety, we deliver results with agility, excellence, and teamwork.
Position Summary
The Technical Support Specialist provides expert-level technical support for Kidde fire suppression systems, including engineered and pre-engineered systems, detection technologies, and control panels. This role serves as a key technical resource for internal teams and authorized distributors, ensuring proper design, implementation, and field troubleshooting.
Key Responsibilities
- Provide expert support for system design, installation, troubleshooting, and issue resolution.
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Advise authorized distributors on:
- Design of engineered and pre-engineered suppression systems
- Programming of addressable and conventional control panels
- Troubleshooting control panel programming issues
- Resolving hydraulic flow calculation issues for gaseous systems
- Diagnosing high-sensitivity smoke detection system challenges
- Deliver real-time technical assistance to field technicians via phone, email, and video conferencing
- Effectively manage project-specific technical issues
- Ensure clear, concise verbal and written communication to expedite field solutions
- Travel to job sites as needed (typically less than 10% of the time)
Required Qualifications
- Associate degree in an Electrical or Mechanical trade, or equivalent technical background
- Minimum 10 years of relevant experience in fire protection systems (or equivalent combination of education and experience)
- NICET Level III certification in Fire Alarm Systems
- NICET Level I certification in Special Hazards Systems
Preferred Qualifications
- Strong problem-solving and communication skills
- Proven ability to manage multiple tasks or projects simultaneously
- Proficiency in MS Office (Word, Excel, PowerPoint, Project)
- Working knowledge of applicable NFPA codes (e.g., NFPA 12, 17, 17A, 72, 101, 2001)
- Ability to work both independently and within a team
Equal Opportunity Statement
KiddeFenwal, LLC is an Equal Opportunity/Affirmative Action Employer. We welcome all qualified applicants regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, age, or other protected status.
