Product Support Engineer

Description

Job Summary: This role supports the sales team with technical requirements, complex system design, and product/solution recommendations, ensuring customer satisfaction. Key Highlights: 1. Join a global technology leader in fire safety solutions. 2. Be part of a legacy of leadership with cutting-edge technologies. 3. Dynamic growth opportunities within a global team. The next level of leadership in fire safety and life protection With over two centuries of combined history, brands such as Kidde, Kidde Commercial, Edwards, GST, Badger, Gloria, and Aritech have led the protection of people and property worldwide. Now, we are taking that leadership to the next level. Kidde Global Solutions unites the most recognized and prestigious brands in safety, leveraging our shared expertise and knowledge to address the needs and challenges of more customers in more locations. With an unmatched portfolio of solutions and services, and a commitment to continuous innovation, we raise industry standards and set the next level of leadership in fire safety and life protection. At Kidde Global Solutions, you will join a global technology leader in fire safety and life protection solutions, where our employees are the foundation of everything we do. With leading safety brands, you will become part of a legacy of leadership, working with cutting-edge technologies that protect lives and property around the world. As a leading fire safety brand, our mission is to deliver solutions that protect people and property from the effects of fire and related hazards. We are committed to expanding our impact and offering dynamic growth opportunities within our team. You will be part of a company that prioritizes quality, integrity, collaboration, and customer focus—providing the resources, training, and incentives necessary to ensure your success at every stage. **Position Responsibilities:** * Assist members of the sales team with technical requirements \& scheduled product/solution demonstrations. * Provide support for major and regional tradeshows and sales events. * Provide complex system design, support and product/solution recommendations. * Have a proactive approach towards the specification of new projects for a broad spectrum of end users through the elaboration of RFP (request for proposal) / RFI (request for information) / RFQ (request for quotation) and a permanent contact with the engineering and A\&E (architects and engineers) community. * Plan and execute demonstration system configuration and staying up to date on product releases as well as communicating those to internal and external stakeholders in coordination with the Product Marketing leader. * Provide technical support through the approved communications channels. * Use established processes and procedures to identify, evaluate, solve and escalate problems related with product(s) or solution(s) and properly document, audit, escalate and close a product support request, including lessons learned and build a knowledge base from the troubleshooting process. * Ensure the precision, specificity and quality of technical information provided to customers, making sure that information given to customers and end users is the best one, using his/her best judgement to ensure its comprehension and its applicability to the customers’ needs. * Validate customer product support requests against a database of minimum certification requirements to ensure that customers’ technicians are properly trained and, if not, redirect them to training for offering to the customer training opportunities for having access to product support resources. * Act in good faith to report cases where business partners and technicians requesting product support are not technically capable, thus, are unable to properly serve end users of our products and technologies, with the purpose of provide proper product training prior to receiving product support. * Have a systemic vision and be able to anticipate product support and deployment risks, offering solutions to mitigate those. * Offer sales and product training, learn, update and master the product support for systems and products as required by the job. * Have availability to travel for technical and/or training, technical visits, carry equipment (if applicable) and execute training sessions to customers and end users, taking care of the agenda, content, participant, evaluation criteria, feedback, safety requirements, training requirements and proper payment (where applicable) for the said training under his/her responsibility. * Contribute to the advertising of our products and solutions through training, and product support (pre\-sales and post\-sales) for increasing sales opportunities and customer satisfaction. * Train the sales force to be autonomous in the making of project quotes for customer projects and help them whenever needed to ensure 100% technical integrity in our solution proposals. * Proactively and timely assist the sales process with technical specifications, product/marketing materials and the submission of a complete Bill of Materials (BOM) and/or product/solution demonstrations to accurately meet our customers' needs. * Conducts pre\-sale and post\-sale support activities (without quotas) that involves identification of customer product needs. Conducts feasibility and performance studies and analyses. Provides support for activities related to sales engineering and sales applications. Provides technical advice regarding products to customers. Qualifications * Bachelor Degree in Mechanical, Electrical or Electronic Engineering; * Work on flexible schedules attending external clientes and availability to national occasional travel. Driving license (Category B) * Advanced knowledge in the Office suite. (ie. pivot table) * Ability to read Project (Autocad). Basic knowledge of project planning and execution. * English and Spanish and/or Portuguese to have regional\-wide communication skills for the job. * Being able to speak and give presentations in public to audiences of more than 50 people. Interpersonal communication skills. * Ability to identify, evaluate, solve and escalate complex product and solution problems. * Possess and maintain the minimum technical certifications to work with the equipment of the defined scope for the position. Global leaders in fire safety and life protection Kidde Global Solutions is a global leader in fire safety and life protection solutions, tailored for all types of facilities—from large commercial buildings to residential homes. Through iconic brands that define the industry—such as Kidde, Kidde Commercial, Edwards, GST, Badger, Gloria, and Aritech—we offer advanced solutions and services to residential and commercial customers worldwide, protecting people and their property across a wide range of applications.