Technical Support Supervisor 30178882

Technical Support Supervisor

Location: Bradenton, FL

Base Salary Rate: $75,841.00 - $89,225.00

Job type: Full-time

Where Fire Safety Innovation Meets Opportunity

As part of Kidde Global Solutions Commercial Fire Business Unit, you’ll be part of a legacy of leadership in fire safety, working with cutting-edge technologies that protect lives and property worldwide. With a recent $10M investment in product innovation, 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. If you’re ready to take the next step in your career and be part of an innovative, mission-driven team, apply now.

About This Role

As a Technical Support Supervisor at Edwards, you will be responsible for all aspects of providing technical support to Edwards ™ customers. The Supervisor will also be responsible to grow and develop direct reports and managing day-to-day priorities, solving client issues received by the team. Optimizes manpower and resources, responds to complaints of customers, and escalates key issues to senior management.

Key Responsibilities

• Role responsibilities as outlined for the Senior Technical Support Specialist as outlined in the Tech Support Go Forward Plan v3.0.
• Assist the Technical Support Manager in running the Technical Support Department.
• Present information to the Technical Support team during bi-weekly team meetings (when needed).
• Build business acumen while learning to address customer's technical needs.
• Establish a rhythm for 1:1 meetings with direct reports.
• Approve timesheets for direct reports (weekly).
• Establish goals and objectives for direct reports. These shall be documented using the Performance Connections tool and reviewed during Connect Meetings.
• Provide guidance to direct reports for issue identification and analysis.
• Investigate and resolve technical issues for case escalations.
• Track requests or escalations to resolution.
• Assist the Manager to provide technical training for the technical support team. (when available)
• Build relationships with customers, sales, and engineering.
• Strong communication skills; know different troubleshooting techniques for use in a variety of circumstances.
• Drive timely responses to customer demands by supporting the coordinating efforts of different teams across the business.
• Provide technical support via telephone, email, or other IT based tools.
• Provide timely solutions of technical field problems requiring attention to detail.
• Answer incoming phone calls regarding issues for Fire Alarm and Detection products. (5-10 depending on resource availability and inbound call demand)
• Mentor TSR and Tech Support contractors contributing to the overall growth of the TS Team.
• Travel to and attend events such as annual SP Conference or Sales Conference presenting updates/information regarding the Technical Support team. (as required)
• Work towards obtaining a Bachelor’s degree through the Employee Scholar Program in order to continually develop skills, as this role is viewed as a path towards the Tech Support Manager role.
  
  

Basic Qualifications

• High School Diploma, GED or equivalent.
• 2 years technical support experience.
  
  

Preferred Qualifications

• Associate’s degree.
• NICET Level 1 or higher.
• Internal Candidates: shall have held the role of Senior Technical Support Specialist (STSS) for a min. of 2 years.
• Excellent interpersonal, verbal & written communication skills.
• Strong continuous improvement mindset, strong leadership impact.
• Experience with Salesforce, SharePoint, Office 365 Applications such as Outlook, Teams, Power Point Word & Excel.
• Good administration skills.
• Demonstrated management/leadership skills.
• Must be able to work in a team environment.
• Must be able to clearly speak and write English.
• Strong deductive reasoning skills.
• Proactive thinker/ self-starter.
• Strong Customer Service skills.
  
  

What You Will Gain

• Health Coverage: Choose from three medical plans, dental, and vision options.
• Financial Protection: Health Savings Accounts (HSA), Flexible Spending Accounts (FSA), Life, AD&D, and Disability Insurance.
• Paid Time Off: Vacation, sick days, company holidays, and various leave options (parental, FMLA, etc).
• Employee Support: EAP, adoption/surrogacy assistance, additional voluntary health benefits.
• Retirement: 401(k) plan with employer match.
  
  

Compensation And Benefits

The base salary range for this role is $75,841.00 - $89,225.00. Individuals may also be eligible for an annual performance bonus based on both individual and company performance. The final compensation for this position will be set based on the individual’s knowledge, skills, and experience as it relates to the job requirements. Kidde Global Solutions is committed to providing a competitive benefits package to our employees including medical, dental, and vision coverage, life and disability insurance, retirement plan, paid time off (vacation, sick, holidays), and more.

Kidde Global Solutions Overview

Kidde is the world’s largest manufacturer of fire safety products. Each day, we work to expand upon our legacy of innovation, providing advanced solutions to protect people and property from fire and related hazards. While we’re a leading manufacturer of fire safety products, there’s more to safety than equipment and technology. From collaboration with builders and dealers to community initiatives to partnerships with non-profits, Kidde Commercial is committed to working together to create a safer world.