Sr Supv, Product and Technical Service
Apply NowCompany: Spectrum Safety Solutions
Location: Minneapolis, MN 55407
Description:
Spectrum Safety Solutions:
With approximately 1,500 employees operating in more than 20 countries, Spectrum Safety Solutions is a global leader in fire detection and suppression solutions for high-hazard applications across verticals such as critical infrastructure, oil and gas, marine and clean energy. Our global team leverages strong customer relationships across four recognized brands, Det-Tronics, Marioff, Autronica, and Fireye, to deliver differentiated lifecycle solutions and advance growth across key segments. Carved out from Carrier's Fire & Security business in July 2024, Spectrum Safety Solutions is now a privately-held company under the ownership of Sentinel Capital Partners.
Det-Tronics:
We make the world a better place to live! At Spectrum's Det-Tronics, we build and maintain comfortable, accessible, efficient, healthy, safe, secure, and sustainable environments. Det-Tronics is a $180M technologically innovative, projects-based global brand protecting customers in many challenging environments with high end flame and gas detection products and systems. Det-Tronics is a part of Spectrum Safety Solutions and has a global footprint with manufacturing sites in the U.S. and sales presence in all key geographies.
About This Role
We are seeking a Technical Support and Technical Training Manager to lead our Technical Support department and oversee the design and delivery of training programs. This role will drive customer satisfaction and internal efficiency through training, support operations, and continuous process improvements.
Key Responsibilities:
Training & Development-
Technical Support Leadership-
Operational Excellence-
Required Qualifications:
Preferred Qualifications:
Education:
With approximately 1,500 employees operating in more than 20 countries, Spectrum Safety Solutions is a global leader in fire detection and suppression solutions for high-hazard applications across verticals such as critical infrastructure, oil and gas, marine and clean energy. Our global team leverages strong customer relationships across four recognized brands, Det-Tronics, Marioff, Autronica, and Fireye, to deliver differentiated lifecycle solutions and advance growth across key segments. Carved out from Carrier's Fire & Security business in July 2024, Spectrum Safety Solutions is now a privately-held company under the ownership of Sentinel Capital Partners.
Det-Tronics:
We make the world a better place to live! At Spectrum's Det-Tronics, we build and maintain comfortable, accessible, efficient, healthy, safe, secure, and sustainable environments. Det-Tronics is a $180M technologically innovative, projects-based global brand protecting customers in many challenging environments with high end flame and gas detection products and systems. Det-Tronics is a part of Spectrum Safety Solutions and has a global footprint with manufacturing sites in the U.S. and sales presence in all key geographies.
About This Role
We are seeking a Technical Support and Technical Training Manager to lead our Technical Support department and oversee the design and delivery of training programs. This role will drive customer satisfaction and internal efficiency through training, support operations, and continuous process improvements.
Key Responsibilities:
Training & Development-
- Develop and deliver technical training programs, including manuals, hands-on exercises, and evaluations.
- Conduct needs assessments to address skill gaps and align training objectives.
- Establish feedback mechanisms to evaluate training effectiveness.
Technical Support Leadership-
- Supervise and mentor Technical Support Engineers, providing coaching and performance feedback.
- Oversee case management and issue resolution using Salesforce, JDE, JIRA, and Microsoft Suite.
- Monitor phone and email inquiries, ensuring timely and accurate responses.
- Analyze product defects, warranty claims, and escalation cases, coordinating with Engineering, Product Management, Sales, and Field Service as needed.
- Manage and optimize the Return Material Authorization (RMA) process.
Operational Excellence-
- Ensure efficient resource scheduling and cost-effective operations.
- Maintain and enhance technical support processes to meet business objectives.
- Respond to and resolve complex technical inquiries.
Required Qualifications:
- 5+ years of experience in Technical Support, Call Center Operations, and Customer-Facing Roles.
- Strong ability to explain Det-Tronics products to new users.
- Experience in product escalation, defect management, and service provider partnerships.
- Familiarity with CRM systems (Salesforce, JDE) and call center tools.
Preferred Qualifications:
- 3+ years of experience in customer support and the IFPS industry.
- Prior experience managing direct reports in a technical service setting.
- Strong interpersonal skills, attention to detail, and ability to work in a team-oriented environment.
Education:
- Bachelor's degree required.