Technical Support Manager

The Next Level of Fire & Life Safety Leadership

With more than two centuries of combined history, brands like Kidde, Kidde Commercial, Edwards, GST, Badger, and Aritech have been leading the way in protecting people and property around the world. Now, we’re taking that leadership to the next level. Kidde Global Solutions brings together the most trusted and iconic brands in safety, building upon our shared experience and expertise to address the needs and challenges of more customers in more places. With an unmatched portfolio of solutions and services, and a commitment to constant innovation we’re elevating the standards for an entire industry – and establishing the next level of fire and life safety leadership.

At Kidde Global Solutions, you’re joining a global technology leader in fire and life safety solutions and our employees are the heart of it all. With industry-defining brands in life safety and security, you’ll be part of a legacy of leadership working with cutting-edge technologies that protect lives and property worldwide. As a leading fire safety brand, our mission is to provide solutions that protect people and property from the effects of fire and related hazards. 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.

Locations

Poland (Gdansk) - France (Paris) - Belgium (Bruxelles) - Netherlands (Weert)

We are open to candidates based in any of the following locations: Poland (Gdansk), France (Paris), Belgium (Brussels), and the Netherlands (Weert).

As we operate in a hybrid working model, the employee will need to be based in one of these locations and able to work from the corresponding office as required.

Aritech is looking for a full-time Technical Support Manager to join our team who is responsible for leading and developing Tier 1 and Tier 2 support teams, ensuring exceptional customer experiences through efficient case management, proactive escalation handling, and operational excellence. This role drives service delivery performance, customer satisfaction, and continuous improvement through data-driven KPIs, standardized processes, and strong cross-functional collaboration.

The successful candidate acts as the bridge between customers, support engineers, product teams, and senior leadership, ensuring timely resolution of technical issues while maintaining high levels of customer trust and operational efficiency.

Key Responsibilities

Customer Focus & Service Excellence

• Champion a customer-first culture across the support organization.
• Own customer satisfaction outcomes and ensure consistent delivery of high-quality support experiences.
• Act as a senior point of contact for critical customer situations and executive-level escalations.
• Drive proactive communication during high-impact incidents and service disruptions.
• Build strong relationships with key customers and stakeholders to understand support trends and opportunities for improvement.

Leadership & Team Management

• Lead, mentor, and develop L1 and L2 Technical Support Engineers.
• Establish clear goals, performance expectations, and career development plans.
• Conduct regular coaching sessions, performance reviews, and skills assessments.
• Foster a culture of accountability, continuous learning, collaboration, and customer advocacy.
• Manage workforce planning, resource allocation, and shift coverage to meet service demands.

Case Management & Operational Oversight

• Oversee the end-to-end lifecycle of customer support cases.
• Ensure cases are triaged, prioritized, and resolved within agreed service levels.
• Monitor case backlogs and implement strategies to improve resolution efficiency.
• Drive case quality reviews to ensure technical accuracy and customer communication standards.
• Establish governance around case ownership, documentation, and closure processes.

Escalation Management

• Manage technical and customer-critical escalations through resolution.
• Coordinate cross-functional teams including Product Engineering and R&D.
• Lead escalation reviews and root cause analysis activities.
• Develop and maintain escalation frameworks.
• Ensure timely executive communications and risk mitigation plans for business-critical issues.

KPI & Performance Management

• Own and report on key operational metrics including:
• Net Promoter Score (NPS)
• Case Resolution Time
• Mean Time to Resolution (MTTR)
• Service Lev