Product Technical Support

Join the 125-year legacy of Potter Electric Signal Co. Potter has been a part of the St. Louis community since 1898 and we are very proud of our rich history in the fire and life safety industry. Potter's mission is to be the "Symbol of Protection" for fire and life safety solutions worldwide by combining the latest technology in fire protection with the dedicated manpower for which we have been known for over one hundred years. Our vision is to provide industry leading quality solutions, products and services for the protection of life, property and the environment. With unwavering dedication to our customers, Potter looks to continue as the industry standard in both product and service with increased focus on international expansion.

Each employee at Potter takes great pride in knowing that every product we assemble, service, and sell is for the purpose of saving lives around the world. We strive to provide employment opportunities to those individuals who are performance driven, team players, take pride in their work, and are enthusiastic and passionate about their job.

Potter Global Technologies and our private equity firm, KKR, value our employees and all that they do. KKR offers a unique benefit and opportunity for all employees to participate in an ownership program of Potter Global Technologies. Being a co-owner allows each employee to play a more direct role in the business itself and reap the financial benefits of the Company's success.

The Technical Support role is responsible for supporting Potter customers in a technical capacity through answering technical service calls and emails that enhance our customers' knowledge of Potter products and systems.

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Provide prompt and efficient technical support for fire alarm and sprinkler systems via phone, email, and in-person.

• Troubleshoot and diagnose issues with fire alarm hardware and software, providing effective solutions.

• Assist customers with system configuration, programming, and operational inquiries.

• Respond to customer inquiries and concerns regarding fire alarm and sprinkler systems, ensuring high levels of customer satisfaction.

• Guide customers through system setup, testing, and maintenance procedures.

• Revise support bulletins, data sheets, and battery calculator tables as needed.

• Assists customers with advanced product applications.

• Enhance product knowledge using on-site training lab.

• Stay updated on industry standards, new technologies, and best practices related to fire alarm systems.

• Perform other duties as assigned.

Required Skills/Abilities

• Ability to act with integrity and professionalism.

• Excellent verbal and written communication skills.

• Strong customer service skills.

• Excellent time management/organization skills with a proven ability to meet deadlines.

• Strong analytical and problem-solving skills.

• Ability to prioritize tasks.

• Excellent team player and strong collaboration skills.

• Working knowledge of MS Productivity Software (PowerPoint, Excel, Outlook, and Word).

Required Qualifications

• Minimum of 2-3 years of experience in technical support or a similar role, preferably in the fire alarm or security systems industry.

Preferred Qualifications

• Associate's or Bachelor's degree in Electrical Engineering, Electronics, or a related field.

• NICET certification is preferred.

• Strong technical knowledge of fire alarm systems, including hardware, software, and networking.

Work Environment/Physical Demands/Travel

This job operates in a professional business office or home office where standard office equipment is routinely used, such as computers, photocopy machines, fax machines, telephones and filing cabinets.

This position is largely a sedentary role. Must be able to lift 15 pounds at times. Must be able to access and navigate each department at the organization's facilities.

This is a full-time position, on-site at the corporate facility. A hybrid work format will be an option after thorough understanding of the position. The hours of work are Monday through Friday, 40 hours per week. An occasional shift in hours may be necessary to accommodate business needs.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of an employee for this job. Activities, duties and responsibilities may change at any time with or without notice.