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Building Automation Solutions
3 months ago
We are presently recruiting for a Building Automation Solutions (BAS) Technical Support Specialist who will work in collaboration with the Technical Support team, Research & Development team, and Sales team. You will be responsible for providing exceptional technical support services to our customers by responding to their high-level technical questions via telephone or e-mail, including possible onsite visits pertaining to the use of our controllers, solutions, and our control systems network management software.
Key Tasks & Responsibilities (Essential Functions)
How you will contribute:
- Respond to technical questions from customers pertaining to the use of Distech Controls controllers, solutions, and control systems network management software in a problem-solving context.
- Diagnose and resolve problems via online or phone.
- Update the customer database (CRM) and log internal notes following all customer email/phone.
- Update and maintain company knowledge base internal and external (Forum, CRM).
- Ensure that customers receive quality and necessary support to solve their problems.
- Collaborate with product development by providing the perspective of the customer on the functionality of our products including the voice of the customer.
- Communicate suggestions for changes/modifications to the development group according to management procedures and policies in place.
- Keep up to date with new technologies and products in the field related to the Distech controls product line and industry.
- Actively contribute to the improvement of available tools and internal processes used by the support team.
- Provide field support if required.
- Create articles and populate knowledge base to assist our customers efficiently.
Skills and Minimum Experience Required
- University degree, College diploma (DEC), or a minimum of 5-8 years of relevant experience in technical support, IT, HVAC, or controls.
- Minimum of 4 years of experience in:
- HVAC Systems
- NiagaraAX/4 Framework
- Electromechanical Building
- Instrumentation and Controls
- Programming
- Process Control
Preferred Skills and Experience
- Knowledge of the BacNetÒ, EchelonÒ LonWorks, Modbus, EIB, or other control system protocols.
- Knowledge of access control and lighting.
- Programming and computer network configuration.
- Experience and/or qualification in a related domain as a trainer.
