remoteonsite
Senior Manager, Technical Support - BMS - Chubb Fire & Security
Software Engineer
Lead a high‑performance technical support team for Building Management Systems, delivering expert troubleshooting, incident resolution, and customer success across fire and security solutions.
About the role
Key Responsibilities
- Oversee day‑to‑day operations of the BMS technical support team, ensuring rapid response and resolution of customer incidents.
- Develop and implement support processes, knowledge bases, and escalation procedures to improve first‑time resolution rates.
- Collaborate with engineering, sales, and field teams to diagnose complex system issues and drive product improvements.
- Analyze support metrics, generate performance reports, and present insights to senior leadership.
- Mentor and train team members on BMS architecture, fire safety protocols, and security system integration.
Requirements
- 5+ years of experience in technical support for building management, fire safety, or security systems.
- Strong knowledge of BMS platforms, HVAC controls, fire alarm, CCTV, and access control technologies.
- Proven leadership skills with a track record of managing high‑volume support teams.
- Excellent communication, problem‑solving, and customer‑centric mindset.
- Ability to analyze data, identify trends, and recommend process improvements.
Skills
mqttproject management