Technical Support Manager

h3The Next Level of Fire Life Safety Leadership /h3 pWith 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. /p pAt 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. /p h3Locations /h3 pPoland (Gdansk)
- France (Paris)
- Belgium (Bruxelles)
- Netherlands (Weert) /p pWe are open to candidates based in any of the following locations: Poland (Gdansk), France (Paris), Belgium (Brussels), and the Netherlands (Weert). /p pAs 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. /p pAritech 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. /p pThe 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. /p h3Key Responsibilities /h3 h3Customer Focus Service Excellence /h3 ul liChampion a customer-first culture across the support organization. /li liOwn customer satisfaction outcomes and ensure consistent delivery of high-quality support experiences. /li liAct as a senior point of contact for critical customer situations and executive-level escalations. /li liDrive proactive communication during high-impact incidents and service disruptions. /li liBuild strong relationships with key customers and stakeholders to understand support trends and opportunities for improvement. /li /ul h3Leadership Team Management /h3 ul liLead, mentor, and develop L1 and L2 Technical Support Engineers. /li liEstablish clear goals, performance expectations, and career development plans. /li liConduct regular coaching sessions, performance reviews, and skills assessments. /li liFoster a culture of accountability, continuous learning, collaboration, and customer advocacy. /li liManage workforce planning, resource allocation, and shift coverage to meet service demands. /li /ul h3Case Management Operational Oversight /h3 ul liOversee the end-to-end lifecycle of customer support cases. /li liEnsure cases are triaged, prioritized, and resolved within agreed service levels. /li liMonitor case backlogs and implement strategies to improve resolution efficiency. /li liDrive case quality reviews to ensure technical accuracy and customer communication standards. /liliEstablish governance around case ownership, documentation, and closure processes. /li /ul h3Escalation Management /h3 ul liManage technical and customer-critical escalations through resolution. /li liCoordinate cross-functional teams including Product Engineering and RD. /li liLead escalation reviews and root cause analysis activities. /li liDevelop and maintain escalation frameworks. /li liEnsure timely executive communications and risk mitigation plans for business-critical issues. /li /ul h3KPI Performance Management /h3 ul liOwn and report on key operational metrics including: /li liNet Promoter Score (NPS) /li liCase Resolution Time /li liMean Time to Resolution (MTTR) /li liService Level Agreement (SLA) Compliance /li liEscalation Volume and Ageing /li liCustomer Escalation Rate /li liSupport Team Productivity Metrics /li liAnalyse support trends and performance d