Hybrid Technical Support Manager Lead Global Teams

Kidde Global Solutions; Weert; Hybrid; EUR 90.000 - 130.000; Vollzeit

Benefits dieser Stelle

Competitive salary and benefits

Annual performance bonus

Career development opportunities

Zusammenfassung

Kidde Global Solutions, a leading fire and life safety solutions provider, seeks a Senior Technical Support Manager in a hybrid role based in the Netherlands (Weert) or nearby offices. You will lead Tier 1 and Tier 2 support, drive incident response, and collaborate with product and R&D teams to improve service delivery.

You will shape customer experiences, manage escalations, and guide a cross-functional team through data-driven improvements, ensuring high trust and operational excellence.

Qualifikationen

• Experience leading Tier 1/2 support teams.
• Strong leadership and cross-functional collaboration.
• Experience with CRM and ticketing systems.
• Excellent written and spoken English.
• Ability to work in a hybrid office location in Weert/Poland/Paris/Brussels.

Aufgaben

• Own customer satisfaction outcomes and ensure high-quality support experiences.
• Lead, mentor, and develop L1 and L2 Technical Support Engineers.
• Oversee end-to-end lifecycle of customer support cases and ensure SLA adherence.
• Manage escalations with cross-functional teams and executive communications.
• Own key operational metrics: NPS, MTTR, SLA compliance.
• Drive process improvements and knowledge management to enhance efficiency.
• Promote knowledge sharing and self-service to reduce support volume.

Kenntnisse

Fluent English

Technical Support management

L1/L2 leadership

CRM/ticketing systems

KPI management

Incident management

Process improvement

Flexible hours

Tools

ServiceNow

Salesforce

Talkdesk

Jobbeschreibung

Kidde Global Solutions, a leading fire and life safety solutions provider, seeks a Senior Technical Support Manager in a hybrid role based in the Netherlands (Weert) or nearby offices. You will lead Tier 1 and Tier 2 support, drive incident response, and collaborate with product and R&D teams to improve service delivery.

You will shape customer experiences, manage escalations, and guide a cross-functional team through data-driven improvements, ensuring high trust and operational excellence.