Technical Support Specialist

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Want to be part of a team focused on saving lives and building a safer tomorrow? If you want to play a critical role in developing and delivering the solutions and culture that contribute to our mission, we want to talk to you.

Since 1872, Edwards™ has led the way with innovative fire detection and alarm solutions. From economical control panels to high-end life safety and emergency communications platforms, this rich legacy of inventiveness and uncompromising quality has distinguished Edwards™ life safety systems as the technologies of choice among building owners and designers the world over. Edwards is part of Carrier, Inc.

About this role

As a Technical Support Specialist at Edwards, you will be responsible for all aspects of providing technical support to Edwards™ customers.

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 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 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 and 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

• 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.
• AS Degree or equivalent
• 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

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Carrier is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.

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